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Enabling ‘End-to-End’ Customer Assurance

Enabling ‘End-to-End’ Customer Assurance. Beyond network and service assurance. Broadband is still growing – even during the crisis. Source: 12η Εξαμηνιαία Αναφοπά για την Ευρυζωνικότητα. Price reduction trend continues. Source: 12η Εξαμηνιαία Αναφοπά για την Ευρυζωνικότητα.

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Enabling ‘End-to-End’ Customer Assurance

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  1. Enabling ‘End-to-End’ Customer Assurance Beyond network and service assurance

  2. Broadband is still growing – even during the crisis Source: 12η Εξαμηνιαία Αναφοπά για την Ευρυζωνικότητα

  3. Price reduction trend continues Source: 12η Εξαμηνιαία Αναφοπά για την Ευρυζωνικότητα

  4. Where are we ?

  5. Assurance • Monitor reliability, performance, and quality of each user connection & device • Verify quality of service delivered to the customer • Respond to customer-reported problems • Manage customer SLAs ProblemHandling Customer QoS / SLA Management Customerrelated processes • Monitor reliability, performance, and quality of each service application & delivery mechanism • Verify quality of service over the network • Restore service in the event of a failure • Manage network-wide service levels ServiceProblemManagement ServiceQualityManagement Servicerelated processes • Monitor reliability, performance, and quality of each network element • Monitor reliability, performance, and quality of each network connection • Verify availability, quantity, and quality of bandwidth delivered • Restore network connectivity and recover bandwidth in the event of a failure Resource Trouble Mgt. Resource Perform. Mgt. Networkrelated processes Resource Data Collection & Processing Assurance of Network, Service & Customer Processes Majority of telecommunication service providers derive measures of customer assurance from only network and service assurance mechanisms

  6. Service (QoS/SLA) • The service status is driven by the correlation of all underlying source events against the service model and against the SLAs/QoS defined for each customer and/or service. • Service Level Management aggregates services into Service Level and Line of Business Metrics • Contract & Term Management • All customer related service events compared against contract and identified gaps are handled per the contract term • Necessary Billing adjustments are initiated. • Proactive customer interaction synchronized Contract Mgr Process Customer • Service Correlation • Relates incoming raw events or correlated data to defined, end to end services • Requires establishing a service model that defines interdependencies between the customer, its services and their underlying infrastructure Customer Problem Management SLA Mgr Service QoS/SLA Service Mgr Service Correlation • Event Reduction • Rules based correlation methods • Means to dramatically reduce event volumes. Reduce Identical events by associating and canceling out related “link down” and “link up” events. • Undertakes event correlation and analysis • EMS Level • Looks for deviators from expected behavior at the EMS Level • Requires collecting metrics and drawing conclusions across those metrics so that only the “true” service affecting event is returned to the operator console Meta Mgr Infrastructure Correlation Network Problem Management Event Mediation Mgr Event Mediation & Alarm Filtration Element Mgr Performance Tools Management Tools IBM’s Approach to End-to-End Network, Service & Customer Assurance • Topology Correlation • Correlate multiple and often redundant network/host/app events with the network topology to indicate the likely cause of an outage

  7. IBM Solution to End-to-End Network, Service & Customer Assurance Common Visualization Service Assurance- SLA and Service Performance Management Customer Assurance- Customer Experience Management Network Assurance– Real-time Network/Service Status Monitoring Off-the Shelf Service Models Historical, Real-time and PredictiveService Analytics Prioritization and Root Cause Analysis Value-added, productisedintegration with broadTivoli Service Management Portfolio Open, flexible interfaces for integration with 3rd party OSS Broad Network, Service, IT, Transactional and Operational Data Source Support

  8. CustomerFacingMetrics NetworkFacingMetrics IBM End-to-End Customer Assurance- Measuring the Entire Customer Experience ACQUISITION LOTUS PROVISIONING TIVOLI INFORMATIONMANAGEMENT RETENTION WEBSPHERE ASSURANCE RATIONAL BILLING

  9. Evolving complexity of using network-facing metrics to measure customer experience PRESENT PAST One connection Multiple connections Multipledevices Multipleservices One device One service Telecom networkinfrastructure Telecom networkinfrastructure TODAY, assuring network or service quality is only one step in assuring the customer isexperiencing the overall level and quality of service they are paying for

  10. Poor correlation of network-facing & customer-facing metrics & measurement Unknowncustomer impact Understandcustomer problem Resolve by highestnetwork priority Prioritize based oncustomer impact Mobile Prioritize based onnetwork impact Resolve by highestcustomer priority Detect networkrelated problem Address other issuesbased on availabilityof time & budget IP PSTN Data source: Transaction usage data Data source: FM & PM systems

  11. Service Model Analysis- A Rigorous Methodology & Process for Service Model Analysis Inputs Outputs Process • Operator Service Description • SLA Requirements • SLO Requirements • Service Elements • User Tasks • Perceived QoS Factors • Operational Requirements Analyse Service Scenarios • Telecoms Service Standards • Operator Service Architecture • Architecture Diagram • Architecture Description • Transaction Flow Diagrams Analyse Service Delivery Architecture • Telecoms QoS Standards • (Candidate) KPIs • (Candidate) KQIs Identify KPIs And KQIs • Potential QoS Data Sources • OSS/BSS Integration Requirements • Required QoS Data Sources • Required OSS/BSS Interfaces Define Service Management Architecture • Operating Constraints • Service Level Objectives • Service Level Agreements • Service Delivery Chain Model • SLA Model • KPI Formulae • KQI Formulae Define Service Management Models Implementation

  12. Service Provisioning Finance & Billing Enterprise Account Team Senior Management KQI Bills correct and issued on time KQI Time from order to provisioning KQI Availability SLA Performance SLA’s Customer Care SLA’s KQI Customer Retention Organizational Performance KQI Time to answer Length of calls Resolution of problems KQI Service Uptake Service Revenue Cost of Delivery KQI Service Availability and Performance Product Management & Marketing Customer Care Network Operations Defining the right KQIs

  13. IBM Customer Assurance Solution Customer Provides “real-time” visibility to an Individual Customer’s Experience Presents Customer Experience metrics in a web dashboard with pre-packaged views to suit the needs of the different users within a Service Provider Enables analysis of data from a number of different dimensions, like customer(s) view, service view, network view Includes predefined Customer Experience metrics for the different Service Provider market offerings Allows prioritization of Customer Experience data to ensure all groups within an organization are focusing on the problems directly impacting the end user customer experience

  14. Customer View example A number of pre-defined views are available A Breakdown of the failures per cause code Only services accessed by this user will be presented Select individual user A history of failures is presented by time and location

  15. Service View example Select one of the available services A Breakdown of the failures per cause code A history of failures is presented by time and location and device. Current IMSI Groups impacted by Service failures

  16. Service Assurance Solution Reference Architecture - Product Overlays WebSphere Portal Server based -> Launch into TEP,TBSM IBM’s interpretation of TAM for Service Management Customer Service Portal TPM, WESB, WBS Fabric & WebSphere Process Server + IBM partners Tivoli Service Desk, CCMDB + IBM partners TNSQMS, TEP, WBM Problem Management • Real-time Dashboards • Service Navigation Service Dashboards Fulfillment Proviso Service Assure TNSQMS, Proviso Ordering Provisioning Activation Incident Trouble Ticket Root Cause Service Quality Monitoring Service Impact Service Level Management • Monitors Service Quality Commitment • Track Service Quality Violations Inventory • Service Availability and Usability • Voice & Video signalling • Voice & Video Stream Quality • Service Usage • Process infrastructure events to understand impact on end-users & service delivery Service Desk Physical Logical Service Modeling • Defines Dependencies between service components • Define mapping with resources • Discovers dependencies dynamically Billing Usage Promos/Credits Rebates Change Management TNSQMS ,CMDB, Provisio TNSQMS Discovery Fault Management Performance Management Security Management Signaling Analysis Transaction Analysis Infrastructure Data Probes Session Data Probes Proviso, Network Assure , ITM w/TDW , ITCAM, Omnibus, Impact ITUAM , TPM, WESB, WBS Fabric and WebSphere Process Server + IBM partners ITNM, ITM w/TDW, Omnibus , Impact ISS, TIM, TFIM,TAM, TSOM CMDB, Maximo Asset + IBM Partners IBM Partners ITCAM + IBM partners Service Assurance OSS/BSS Integration Fulfillment Billing ITNM, TADDM

  17. Magic Quadrant for Operations Support Systems 2011

  18. THANK YOU!

  19. Backup

  20. Customer View (1) A number of pre-defined views are available A Breakdown of the failures per cause code Only services accessed by this user will be presented Select individual user A history of failures is presented by time and location

  21. Customer View (2) Double click on a location of interest to analyse the location specific metrics

  22. Customer View (3) Double click on a historical value to view the cause code breakdown

  23. Customer Group View A number of pre-defined views are available A Breakdown of the failures per cause code Only services accessed by this group will be presented Select customer group A history of failures is presented by time and location and device.

  24. Service View (1) Select one of the available services A Breakdown of the failures per cause code A history of failures is presented by time and location and device. Current IMSI Groups impacted by Service failures

  25. Service View (2) View IMSI Groups CEM metrics

  26. Service View (3) Double click on a location of interest to analyze the location specific metrics

  27. Service View (4) Nokia 3310 is the worst performer for this period Double click to get a breakdown by handset type

  28. Device View Search for Handset Types to monitor and analyze

  29. Device Summary View

  30. Network View Search for locations to monitor and analyze

  31. Services Summary Bad Performance Good Performance

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