Application integration at electric utilities - System interfaces for distribution management - Part 8: Interface standard for customer support

This part of IEC 61968 specifies the information content of a set of message types that can be
used to support many of the business functions related to customer support. Typical uses of
the message types include service request, customer agreement, and trouble management.
The purpose of this part of IEC 61968 is to define a standard for the integration of customer
support (CS), which would include customer service, trouble management and point of sale
related components integrated with other systems and business functions within the scope of
IEC 61968. The scope of this standard is the exchange of information between a customer
support system and other systems within the utility enterprise.

Integration von Anwendungen in Anlagen der Elektrizitätsversorgung - Systemschnittstellen für Netzführung - Teil 8: Schnittstellen für den Kundenbetrieb

Intégration d'applications pour les services électriques - Interfaces système pour la gestion de distribution - Partie 8: Interfaces pour l'assistance à la clientèle

L'IEC 61968-8:2015 spécifie le contenu d'informations d'un ensemble de types de messages qui peuvent être utilisés pour prendre en charge de nombreuses fonctions métier relatives à l'assistance à la clientèle. La demande de service, l'accord client et la gestion d'incidents constituent des utilisations typiques des types de messages. L'objectif de la présente partie de l'IEC 61968 est de définir une norme pour l'intégration de l'assistance à la clientèle (CS) qui inclurait des composants liés au service à la clientèle, à la gestion des incidents et aux points de vente, ces composants étant intégrés à d'autres systèmes et fonctions métier dans le domaine d'application de l'IEC 61968. Le domaine d'application de la présente norme est l'échange d'informations entre un système d'assistance à la clientèle et d'autres systèmes au sein de l'entreprise de distribution.

Združevanje aplikacij v elektropodjetjih - Sistemski vmesniki za upravljanje distribucije - 8. del: Standard vmesnika za podporo končnim uporabnikom

Ta del standarda IEC 61968 določa informacijsko vsebino nabora vrst sporočil, ki jih je mogoče uporabiti za podporo številnih poslovnih funkcij v zvezi s podporo končnim uporabnikom. Običajni primeri uporabe vrste sporočil vključujejo zahtevo za storitev, pogodbo s končnim uporabnikom in upravljanje težav. Namen tega dela standarda IEC 61968 je opredelitev standarda za vključevanje podpore končnim uporabnikom (CS), ki zajema storitve za končne uporabnike, upravljanje težav in komponente, povezane s prodajnim mestom, ki so povezani z drugimi sistemi in poslovnimi funkcijami v okviru standarda IEC 61968. Področje uporabe tega standarda je izmenjava informacij med podporo končnim uporabnikom in drugimi sistemi znotraj podjetja.

General Information

Status
Published
Publication Date
13-Jun-2016
Technical Committee
Current Stage
6060 - National Implementation/Publication (Adopted Project)
Start Date
02-Jun-2016
Due Date
07-Aug-2016
Completion Date
14-Jun-2016

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SLOVENSKI STANDARD
SIST EN 61968-8:2016
01-julij-2016
=GUXåHYDQMHDSOLNDFLMYHOHNWURSRGMHWMLK6LVWHPVNLYPHVQLNL]DXSUDYOMDQMH
GLVWULEXFLMHGHO6WDQGDUGYPHVQLND]DSRGSRURNRQþQLPXSRUDEQLNRP

Application integration at electric utilities - System interfaces for distribution management

- Part 8: Interface standard for customer support
Ta slovenski standard je istoveten z: EN 61968-8:2016
ICS:
29.240.30 Krmilna oprema za Control equipment for electric
elektroenergetske sisteme power systems
35.200 Vmesniška in povezovalna Interface and interconnection
oprema equipment
SIST EN 61968-8:2016 en

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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SIST EN 61968-8:2016
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SIST EN 61968-8:2016
EUROPEAN STANDARD EN 61968-8
NORME EUROPÉENNE
EUROPÄISCHE NORM
May 2016
ICS 33.200
English Version
Application integration at electric utilities - System interfaces for
distribution management - Part 8: Interfaces for customer
operations
(IEC 61968-8:2015)

Application integration at electric utilities - System interfaces Integration von Anwendungen in Anlagen der

for distribution management - Part 8 : interface standard for Elektrizitätsversorgung - Systemschnittstellen für

customer support Netzführung - Teil 8: Schnittstellen Normen für den
(IEC 61968-8:2015) Kundendienst
(IEC 61968-8:2015)

This European Standard was approved by CENELEC on 2015-07-01. CENELEC members are bound to comply with the CEN/CENELEC

Internal Regulations which stipulate the conditions for giving this European Standard the status of a national standard without any alteration.

Up-to-date lists and bibliographical references concerning such national standards may be obtained on application to the CEN-CENELEC

Management Centre or to any CENELEC member.

This European Standard exists in three official versions (English, French, German). A version in any other language made by translation

under the responsibility of a CENELEC member into its own language and notified to the CEN-CENELEC Management Centre has the

same status as the official versions.

CENELEC members are the national electrotechnical committees of Austria, Belgium, Bulgaria, Croatia, Cyprus, the Czech Republic,

Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia,

Lithuania, Luxembourg, Malta, the Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland,

Turkey and the United Kingdom.
European Committee for Electrotechnical Standardization
Comité Européen de Normalisation Electrotechnique
Europäisches Komitee für Elektrotechnische Normung
CEN-CENELEC Management Centre: Avenue Marnix 17, B-1000 Brussels

© 2016 CENELEC All rights of exploitation in any form and by any means reserved worldwide for CENELEC Members.

Ref. No. EN 61968-8:2016 E
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SIST EN 61968-8:2016
EN 61968-8:2016
European foreword

The text of document 57/1548/FDIS, future edition 1 of IEC 61968-8, prepared by IEC/TC 57, "Power

systems management and associated information exchange" was submitted to the IEC-CENELEC

parallel vote and approved by CENELEC as EN 61968-8:2016.
The following dates are fixed:
(dop) 2016-11-13
• latest date by which the document has
to be implemented at national level by
publication of an identical national
standard or by endorsement
• latest date by which the national (dow) 2019-05-13
standards conflicting with the
document have to be withdrawn

Attention is drawn to the possibility that some of the elements of this document may be the subject of

patent rights. CENELEC [and/or CEN] shall not be held responsible for identifying any or all such

patent rights.
Endorsement notice

The text of the International Standard IEC 61968-8:2015 was approved by CENELEC as a European

Standard without any modification.
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SIST EN 61968-8:2016
EN 61968-8:2016
Annex ZA
(normative)
Normative references to international publications
with their corresponding European publications

The following documents, in whole or in part, are normatively referenced in this document and are

indispensable for its application. For dated references, only the edition cited applies. For undated

references, the latest edition of the referenced document (including any amendments) applies.

NOTE 1 When an International Publication has been modified by common modifications, indicated by (mod), the relevant

EN/HD applies.

NOTE 2 Up-to-date information on the latest versions of the European Standards listed in this annex is available here:

www.cenelec.eu.
Publication Year Title EN/HD Year
IEC 60050 - International Electrotechnical Vocabulary - -
(IEV)
IEC 61968-1 - Application integration at electric utilities - EN 61968-1 -
System interfaces for distribution
management -- Part 1: Interface
architecture and general requirements
IEC 61968-6 - Application integration at electric utilities - - -
System interfaces for distribution
management - Part 6: Interfaces for
maintenance and construction
IEC 61968-11 - Application integration at electric utilities - EN 61968-11 -
System interfaces for distribution
management -- Part 11: Common
information model (CIM) extensions for
distribution
IEC 61968-100 - Application integration at electric utilities - EN 61968-100 -
System interfaces for distribution
management -- Part 100: Implementation
profiles
IEC 61970-301 - EN 61970-301 -
IEC/TS 61968-2 - Application integration at electric utilities - - -
System interfaces for distribution
management -- Part 2: Glossary
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SIST EN 61968-8:2016
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SIST EN 61968-8:2016
IEC 61968-8
Edition 1.0 2015-05
INTERNATIONAL
STANDARD
colour
inside

Application integration at electric utilities – System interfaces for distribution

management –
Part 8: Interfaces for customer operations
INTERNATIONAL
ELECTROTECHNICAL
COMMISSION
ICS 33.200 ISBN 978-2-8322-2678-0

Warning! Make sure that you obtained this publication from an authorized distributor.

® Registered trademark of the International Electrotechnical Commission
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SIST EN 61968-8:2016
– 2 – IEC 61968-8:2015  IEC 2015
CONTENTS

FOREWORD ........................................................................................................................... 4

1 Scope .............................................................................................................................. 7

2 Normative references ...................................................................................................... 7

3 Terms, definitions and abbreviations ............................................................................... 7

3.1 Terms and definitions .............................................................................................. 7

3.2 Abbreviations .......................................................................................................... 8

4 Reference and information models .................................................................................. 8

4.1 Reference model ..................................................................................................... 8

4.1.1 General ........................................................................................................... 8

4.1.2 Customer support (CS) .................................................................................... 9

4.2 Customer support functions and components .......................................................... 9

4.3 Static information model ......................................................................................... 9

4.3.1 General ........................................................................................................... 9

4.3.2 Classes for customer support .......................................................................... 9

5 Customer support message types .................................................................................. 10

5.1 General ................................................................................................................. 10

5.2 Trouble ticket ........................................................................................................ 11

5.2.1 General ......................................................................................................... 11

5.2.2 Message format ............................................................................................. 12

5.3 Incident information .............................................................................................. 12

5.3.1 General ......................................................................................................... 12

5.3.2 Message format ............................................................................................. 14

5.4 Service request ..................................................................................................... 15

5.4.1 General ......................................................................................................... 15

5.4.2 Message format ............................................................................................. 16

5.5 Service order ........................................................................................................ 17

5.5.1 General ......................................................................................................... 17

5.6 Work request ........................................................................................................ 17

5.6.1 General ......................................................................................................... 17

5.7 Customer agreement ............................................................................................ 18

5.7.1 General ......................................................................................................... 18

5.7.2 Message format ............................................................................................. 20

Annex A (normative) XML schemas for message payloads .................................................. 21

Bibliography .......................................................................................................................... 58

Figure 1 – IEC 61968-8 context model .................................................................................... 8

Figure 2 – Example of trouble ticket exchange between CIS and OMS .................................. 11

Figure 3 – Trouble ticket message ........................................................................................ 12

Figure 4 – Example of incident information exchange between OMS and CIS ....................... 13

Figure 5 – Incident information message ............................................................................... 14

Figure 6 – Example of a service request exchange between CIS and WMS .......................... 15

Figure 7 – Service request message ..................................................................................... 16

Figure 8 – Example of a service order exchange between CIS and WMS .............................. 17

Figure 9 – Example of a work request exchange between CIS and WMS .............................. 18

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SIST EN 61968-8:2016
IEC 61968-8:2015  IEC 2015 – 3 –

Figure 10 – Example of a customer exchange between CIS and external or third party

systems ................................................................................................................................ 19

Figure 11 – Customer agreement message ........................................................................... 20

Figure A.1 – Trouble ticket XSD ............................................................................................ 24

Figure A.2 – Incident information XSD .................................................................................. 28

Figure A.3 – Customer agreement XSD ................................................................................ 35

Figure A.4 – Service request XSD ......................................................................................... 57

Table 1 – Document overview for IEC 61968-8 ....................................................................... 6

Table 2 – Business functions and abstract components .......................................................... 9

Table 3 – Customer support classes ..................................................................................... 10

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SIST EN 61968-8:2016
– 4 – IEC 61968-8:2015  IEC 2015
INTERNATIONAL ELECTROTECHNICAL COMMISSION
___________
APPLICATION INTEGRATION AT ELECTRIC UTILITIES –
SYSTEM INTERFACES FOR DISTRIBUTION MANAGEMENT –
Part 8: Interfaces for customer operations
FOREWORD

1) The International Electrotechnical Commission (IEC) is a worldwide organization for standardization comprising

all national electrotechnical committees (IEC National Committees). The object of IEC is to promote

international co-operation on all questions concerning standardization in the electrical and electronic fields. To

this end and in addition to other activities, IEC publishes International Standards, Technical Specifications,

Technical Reports, Publicly Available Specifications (PAS) and Guides (hereafter referred to as “IEC

Publication(s)”). Their preparation is entrusted to technical committees; any IEC National Committee interested

in the subject dealt with may participate in this preparatory work. International, governmental and non-

governmental organizations liaising with the IEC also participate in this preparation. IEC collaborates closely

with the International Organization for Standardization (ISO) in accordance with conditions determined by

agreement between the two organizations.

2) The formal decisions or agreements of IEC on technical matters express, as nearly as possible, an international

consensus of opinion on the relevant subjects since each technical committee has representation from all

interested IEC National Committees.

3) IEC Publications have the form of recommendations for international use and are accepted by IEC National

Committees in that sense. While all reasonable efforts are made to ensure that the technical content of IEC

Publications is accurate, IEC cannot be held responsible for the way in which they are used or for any

misinterpretation by any end user.

4) In order to promote international uniformity, IEC National Committees undertake to apply IEC Publications

transparently to the maximum extent possible in their national and regional publications. Any divergence

between any IEC Publication and the corresponding national or regional publication shall be clearly indicated in

the latter.

5) IEC itself does not provide any attestation of conformity. Independent certification bodies provide conformity

assessment services and, in some areas, access to IEC marks of conformity. IEC is not responsible for any

services carried out by independent certification bodies.

6) All users should ensure that they have the latest edition of this publication.

7) No liability shall attach to IEC or its directors, employees, servants or agents including individual experts and

members of its technical committees and IEC National Committees for any personal injury, property damage or

other damage of any nature whatsoever, whether direct or indirect, or for costs (including legal fees) and

expenses arising out of the publication, use of, or reliance upon, this IEC Publication or any other IEC

Publications.

8) Attention is drawn to the Normative references cited in this publication. Use of the referenced publications is

indispensable for the correct application of this publication.

9) Attention is drawn to the possibility that some of the elements of this IEC Publication may be the subject of

patent rights. IEC shall not be held responsible for identifying any or all such patent rights.

International Standard IEC 61968-8 has been prepared by IEC technical committee 57: Power

systems management and associated information exchange.
The text of this standard is based on the following documents:
FDIS Report on voting
57/1548/FDIS 57/1573/RVD

Full information on the voting for the approval of this standard can be found in the report on

voting indicated in the above table.

This publication has been drafted in accordance with the ISO/IEC Directives, Part 2.

A list of all parts of the IEC 61968 series, under the general title: Application integration at

electric utilities – System interfaces for distribution management, can be found on the IEC

website.
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SIST EN 61968-8:2016
IEC 61968-8:2015  IEC 2015 – 5 –

The committee has decided that the contents of this publication will remain unchanged until

the stability date indicated on the IEC web site under "http://webstore.iec.ch" in the data

related to the specific publication. At this date, the publication will be
• reconfirmed,
• withdrawn,
• replaced by a revised edition, or
• amended.
A bilingual version of this publication may be issued at a later date.

IMPORTANT – The 'colour inside' logo on the cover page of this publication indicates

that it contains colours which are considered to be useful for the correct

understanding of its contents. Users should therefore print this document using a

colour printer.
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SIST EN 61968-8:2016
– 6 – IEC 61968-8:2015  IEC 2015
INTRODUCTION

The purpose of this part of IEC 61968 is to define a standard for the integration of Customer

Support (CS), which would include Customer Service, Trouble Management and Point of Sale

related components integrated with other systems and business functions within the scope of

IEC 61968. The scope of this standard is the exchange of information between a customer

support system and other systems within the utility enterprise.

The IEC 61968 series of standards is intended to facilitate inter-application integration as

opposed to intra-application integration. Intra-application integration is aimed at programs in

the same application system, usually communicating with each other using middleware that is

embedded in their underlying runtime environment, and tends to be optimised for close, real-

time, synchronous connections and interactive request/reply or conversation communication

models. IEC 61968, by contrast, is intended to support the inter-application integration of a

utility enterprise that needs to connect disparate applications that are already built or new

(legacy or purchased applications), each supported by dissimilar runtime environments.

Therefore, these interface standards are relevant to loosely coupled applications with more

heterogeneity in languages, operating systems, protocols and management tools. This series

of standards is intended to support applications that need to exchange data every few

seconds, minutes, or hours rather than waiting for a nightly batch run. This series of

standards, which are intended to be implemented with middleware services that exchange

messages among applications, will complement, not replace utility data warehouses,

database gateways, and operational stores.
As used in IEC 61968, a Distribution Management System (DMS) consists of various

distributed application components for the utility to manage electrical distribution networks.

These capabilities include monitoring and control of equipment for power delivery,

management processes to ensure system reliability, voltage management, demand-side

management, outage management, work management, automated mapping and facilities

management. Standard interfaces are defined for each class of applications identified in the

Interface Reference Model (IRM), which is described in IEC 61968-1: Application integration

at electric utilities – System interfaces for distribution management – Interface Architecture

and General Requirements.
This part of IEC 61968 contains the clauses listed in Table 1.
Table 1 – Document overview for IEC 61968-8
Clause Title Purpose
Scope The scope and purpose of the document are described.

Normative references Documents that contain provisions which, through reference in

this text, constitute provisions of this international standard.
Terms, definitions and
abbreviations
Reference and information Description of general approach to customer support,
models reference model, interface reference model, customer support
functions and components, message type terms and static
information model.

Customer support message Message types related to the exchange of information for

types documents related to customer services.
Annex A
Sample XML schemas for To provide XSD information for information use only.
message payloads
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SIST EN 61968-8:2016
IEC 61968-8:2015  IEC 2015 – 7 –
APPLICATION INTEGRATION AT ELECTRIC UTILITIES –
SYSTEM INTERFACES FOR DISTRIBUTION MANAGEMENT –
Part 8: Interfaces for customer operations
1 Scope

This part of IEC 61968 specifies the information content of a set of message types that can be

used to support many of the business functions related to customer support. Typical uses of

the message types include service request, customer agreement, and trouble management.

The purpose of this part of IEC 61968 is to define a standard for the integration of customer

support (CS), which would include customer service, trouble management and point of sale

related components integrated with other systems and business functions within the scope of

IEC 61968. The scope of this standard is the exchange of information between a customer

support system and other systems within the utility enterprise.
2 Normative references

The following documents, in whole or in part, are normatively referenced in this document and

are indispensable for its application. For dated references, only the edition cited applies. For

undated references, the latest edition of the referenced document (including any
amendments) applies.
IEC 60050, International Electrotechnical Vocabulary

IEC 61968-1, Application integration at electric utilities – System interfaces for distribution

management – Part 1: Interface architecture and general recommendations

IEC TS 61968-2, Application integration at electric utilities – System interfaces for distribution

management – Part 2: Glossary

IEC 61968-6, Application integration at electric utilities – System interfaces for distribution

management – Part 6: Interfaces for maintenance and construction

IEC 61968-11, Application integration at electric utilities – System interfaces for distribution

management – Part 11: Common information model (CIM) extensions for distribution

IEC 61968-100, Application integration at electric utilities – System interfaces for distribution

management – Part 100: Implementation profiles

IEC 61970-301, Energy management system application program interface (EMS-API) – Part

301: Common information model (CIM) base
3 Terms, definitions and abbreviations
3.1 Terms and definitions

For the purposes of this standard, the terms and definitions given in IEC 60050-300,

IEC 61968-2, IEC 62051 and IEC 62055-31 apply.

Where there is a difference between the definitions in this standard and those contained in

other referenced IEC standards, then those defined in IEC 61968-2 shall take precedence

over the others listed, and those defined in this document shall take precedence over those

defined in IEC 61968-2.
______________
To be published.
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3.2 Abbreviations
CIM Common information model
CIS Customer information system
CRM Customer relationship management
CSR Customer service representative
ERT Estimated restoration time
IVR Interactive voice response
NO Network operations
OMS Outage management system
POS Point of sale
UML Unified modelling language
WM Work management
XSD XML schema definition
4 Reference and information models
4.1 Reference model
4.1.1 General

The diagram in Figure 1 serves as a reference model and provides examples of the logical

components and data flows related to the context of this part of IEC 61968.

Figure 1 describes the information flows between the components defined in this part of

IEC 61968 and the components in the reference model defined in IEC 61968-1.
61968 Parts 3-10
(10) External (6) Maintenance and (3) Trouble call
to DMS (EXT-ACT) construction (MC) management (NO)
(5) (3) (4) (2) (1)
(6)
Customer service Trouble call
(CSRV) management (TCM)
Part 8 Customer support (CS)
1. Trouble ticket
2. Incident information
3. Service order
4. Work request
5. Customer agreement
6. Service request
IEC
Figure 1 – IEC 61968-8 context model
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IEC 61968-8:2015  IEC 2015 – 9 –
4.1.2 Customer support (CS)
Typical tasks of customer support:

• Customer services may include, but are not limited to, customer enquiries, new service,

program enrollment and service or work request updates.

• Trouble call management may include, but are not limited to, trouble calls reported from

customers and non-customers, outage notifications and restoration updates.
4.2 Customer support functions and components

Table 2 shows these functions and typical abstract components that are expected to be

producers of information for these message types. Typical consumers of the information

include, but are not restricted to, the other components as listed in IEC 61968-1.

Table 2 – Business functions and abstract components
Service requests
Customer support (CS)
Construction billing inquiry
Billing inquiry
Work status
Self-service inquiry
Customer connection
Customer service (CSRV)
Turn on, turn off
Line losses
Service level agreements
Customer information analysis
Customer information management
Customer relationship management
Outage calls
Trouble call management (TCM)
Power quality
Planned outage notifications
Media communication
Performance indices
Restoration projection/confirmation
Outage history
Point of sale (POS)
4.3 Static information model
4.3.1 General

The information model relevant to customer support consists of classes that provide a

template for the attributes for each message.

The classes are defined in detail in IEC 61968-11, Application integration at electric utilities –

System interfaces for distribution management – Part 11: Common Information Model (CIM)

Extensions for Distribution or in IEC 61970-301, Energy management system application

program interfaces (EMS-API) – Part 301: Common information model (CIM) base.
4.3.2 Classes for customer support

Table 3 lists classes used within message types. Usually all the attributes of these classes

are contained within a message type. The descriptions provided describe usage within this

part.

Classes described as type "Customer" are defined in the 61968/customer package of the CIM.

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Table 3 – Customer support classes
Class/Noun Package Description
Customer Customers Organisation receiving services from service supplier

CustomerAgreement Customers Agreement between the customer and the service supplier to pay

for service at a specific service location. It records certain billing
information about the type of service provided at the service
location and is used during charge creation to determine the type
of service
DemandResponseProgram Metering Demand response program

Incident Operations Description of a problem in the field that may be reported in a

trouble ticket or come from another source. It may have to do
with an outage
Location Common The place, scene, or point of something where someone or
something has been, is, and/or will be at a given moment in time.
It can be defined with one or more position points (coordinates)
in a given coordinate system

Outage Operations Document describing details of an active or planned outage in a

part of the electrical network.
A non-planned outage may be created upon:
– a breaker trip,
– a fault indicator status change,
– a meter event indicating customer outage,
– a reception of one or more customer trouble calls, or
– an operator command, reflecting information obtained from
the field crew.
Outage restoration may be performed using a switching plan
which complements the outage information with detailed
switching activities, including the relationship to the crew and
work.
A planned outage may be created upon:
– a request for service, maintenance or construction work in
the field, or
– an operator-defin
...

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