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JDSU Global Services Consulting Practices. Michael Pritz. Webinar Agenda. Operators’ Challenges Operational Model and Process Re-engineering (OPR) Practice Practice Overview Practice Notes Network Planning, Design and Optimization (NPO) Practice Practice Overview Practice Notes

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Michael pritz

JDSU Global Services

Consulting Practices

Michael Pritz


Webinar agenda

Webinar Agenda

  • Operators’ Challenges

  • Operational Model and Process Re-engineering (OPR) Practice

    • Practice Overview

    • Practice Notes

  • Network Planning, Design and Optimization (NPO) Practice

    • Practice Overview

    • Practice Notes

  • Questions


Michael pritz

Critical Pain Points

  • Operations

    • New operating units and services in unfamiliar markets

    • Optimization of operational models and upgrading of processes and procedures to reduce expenses while maintaining service quality

    • Customer expectation management

      • Internal SLO’s for new and existing services

      • External SLA’s for business class customers

      • Requires integration of service assurance

  • Engineering

    • New services or technologies requiring network redesign or upgrades

    • Massive bandwidth requirements

    • Network security, content protection

    • Complexity in content delivery

    • Pressure on CapEx and OpEx

      • Diminished equipment upgrade cycles


Michael pritz

Impacts on Future Business and Profitability

  • Instability from the operational complexity of managing many different technology platforms

  • Delays in the introduction and turn-up of new services

  • Unnecessarily high operational costs, affecting investment in new technologies and service

  • Slow or no response in the event of service affecting issues

  • Inaccurate billing

  • Non-competitive network architectures

  • Inefficient and costly mistakes in network design

  • Performance issues due to poorly designed networks

Net Result

Customer churn due to dissatisfaction


Webinar agenda1

Webinar Agenda

  • Operators’ Challenges

  • Operational Model and Process Re-engineering (OPR) Practice

    • Practice Overview

    • Practice Notes

  • Network Planning, Design and Optimization (NPO) Practice

    • Practice Overview

    • Practice Notes

  • Questions


Operational model process re engineering practice

Operational Model & Process Re-Engineering Practice

The OPR Practice works with operators to develop and enhance

the operational architectures and models underlying the deployment of services

the processes and procedures implemented by network operations to support the delivery of services

The Values Provided by the OPR Practice Include

Reducing the operator’s time to market for the introduction of new services

Enhancing the operator’s ability to anticipate and avoid service impacting issues

Enhancing the operator’s ability to respond quickly to issues when they occur

Increasing customer retention and loyalty

Independent agent with deep subject matter expertise


Opr areas of focus

OPR Areas of Focus

Network and Service Design

Fulfillment

Assurance

Billing

Customer Relationship Management

Inbound Calls/Outbound Customer Mgmt

Selling

Invoicing & Collections Management

QoS/SLA Objectives

Order Handling

Retention and Loyalty

Service Management and Operations

Service Assurance

Operational Architecture

Service Configuration

SLO Management

Service and Specific Instance Rating

Operational Model

Service Turn-Up and Activation

SLA Management

Resource Management and Operations

Fault Management

Network Architecture and Design

Performance Management

Resource Provisioning and Allocation

Network Optimization

Resource Data Collection, Analysis and Control


Opr deliverables

OPR Deliverables

  • Operational Architecture

    • Delineates the elements of the network and operational support system infrastructure

      • Including network elements used by the service and OSS systems used to manage the service.

    • Delineates the alarm, performance monitoring, service performance and other information collected by the systems.

  • Operational Model

    • Defines the flow of alarm, performance monitoring and service performance information

      • from the network to regional and corporate systems

    • Defines the roles and responsibilities of regional and corporate operational personnel to respond to the information


Opr deliverables1

OPR Deliverables

  • Processes and Procedures

    • Defines industry best practices at the regional and corporate levels for delivering a reliable, high quality service

      • Including meeting SLO and SLA objectives

    • Swim lanes with roles/responsibilities & hand-off


Opr engagement model

OPR Engagement Model

  • Substantial on-site presence throughout engagement

  • Ensure all stakeholders engaged and informed throughout process

  • Client reviews at key points

  • Incorporate industry best practices

  • Change management for inevitable scope changes

  • JDSU Account Manager kept tightly in the loop

    • However, designed to not be time consuming for AM

Project Kickoff

Information Collection

Operational Model/

Operational Architecture

Operational Requirements/

Processes and Procedures

  • OPR consultants integrated as part of the operations team

    • Project manager acts as SPC for client

  • Engage with corporate stakeholders and corporate and regional operations

  • Integration with and use of client processes

  • Model/Outline Review

    Operational

    Requirements Review


    Webinar agenda2

    Webinar Agenda

    • Operators’ Challenges

    • Operational Model and Process Re-engineering (OPR) Practice

      • Practice Overview

      • Practice Notes

    • Network Planning, Design and Optimization (NPO) Practice

      • Practice Overview

      • Practice Notes

    • Questions


    Customer a pri voice trunks over ethernet operator s challenges

    Customer A: PRI Voice Trunks over EthernetOperator’s Challenges

    • Launching of Voice Trunk service for medium sized businesses

    • Delivering “Business Class” QoS and QoE compared to existing voice line offerings

    • Coping with differences in regional access architecture, network monitoring and support.

    • Fighting the “Throw-Over-the-Wall” mentality and getting the operation groups ready for the launch

    • Making service ready for the launch in 4 months


    Customer a pri voice trunks over ethernet assignment summary

    Customer A: PRI Voice Trunks over EthernetAssignment Summary

    • In-depth cross-functional audit

    • Operations Support Model

      • Multi-Tiered Ops Support Model building upon existing support structure for fiber-based services.

      • Roles/Responsibilities and Escalation Paths for all organizations.

    • Tools/Monitoring/SA Strategy

      • Accelerate and augment deployment of existing tools for monitoring fiber-based services.

    • Analysis and handling procedure of system traps for all new NEs.

    • High level trouble management processes.


    Customer a pri voice trunks over ethernet jdsu solution alarm collection architecture

    Customer LAN

    Comm

    CLEC

    (PSTN)

    Customer A: PRI Voice Trunks over EthernetJDSU Solution – Alarm Collection Architecture

    NMS

    Regional Office

    Corporate Network Operations Center

    Softswitch

    NMS

    Gateway

    SNMP Traps

    Divisional Network Operations Center

    Regional Network Operations Center

    NMS

    Commercial Metro

    Ring

    Distribution

    Hub

    Router/Switch

    Customer Premise

    Access Gateway

    Ethernet

    PBX

    Fiber

    Ethernet

    Managed Switch

    Demarc

    In-band Communication /Non-Redundant

    Path

    PRI/DS1

    SIP/VoIP


    Customer a pri voice trunks over ethernet jdsu solution h l customer call handling process

    Customer A: PRI Voice Trunks over EthernetJDSU Solution – H.L. Customer Call Handling Process

    A

    A

    Investigates Ticket

    and initiates a repair

    Issues escalated GNOC initiates a

    repair

    Region and

    Divisional NOC

    Current with line 1

    Alarm Collected

    For analysis

    Potential SBC or Switch problem

    Customer calls Tech Support- Ticket is opened

    Line 1

    Ticket Closed- Informthe customer

    No

    Sectionalizes

    Problem and

    initiates a repair

    Problem

    fixed?

    yes

    Tech

    Support

    Customer reaches Tech support through IVR

    If potential regional network problem

    No

    Joint coordination

    Field Ops

    Problem

    fixed?

    Dispatch and

    initiates a repair

    yes

    Sectionalizes

    Problem and initiates a repair

    Regional CO

    Sectionalizes problem

    and escalates

    Corporate NOC

    No For Voice

    problem

    yes

    Voice Ops

    Sectionalizes

    Problem, initiates a repair,

    Escalates to vendor if needed

    Problem fixed?

    Reports development required

    No for Local problem

    M&P Needs to be developed


    Customer a pri voice trunks over ethernet customer results

    Customer A: PRI Voice Trunks over EthernetCustomer Results

    • New service launched on-time with full operational requirements, including

      • Definition of roles and responsibilities of corporate, regional and divisional operations personnel

      • Definition of the alarm and performance monitoring information collected from the service elements by corporate, regional and divisional operations support systems

      • Processes for responding to alarm and performance information

      • Entry criteria that must be met by a division before the launch of service


    Customer b cell tower backhaul operator challenges

    Customer B: Cell Tower BackhaulOperator Challenges

    Operator deploying Service Assurance for performance monitoring and testing for Cell Tower Backhaul services

    TDM and Ethernet based services

    Challenge is to ensure service quality and reliability through integration of SAS with the key systems and processes in corporate and in the regions used to provide backhaul service

    Integrate SAS with the operator’s operations environment, developing detailed processes and procedures for using and applying SAS in support and services day-to-day activities

    Includes the roles and responsibilities of the national and regional operations teams

    Develop operational requirements for service-wide fault and performance management

    Additionally, the operator must develop operational requirements for service-wide fault and performance management


    Customer b cell tower backhaul assignment summary

    Customer B: Cell Tower BackhaulAssignment Summary

    Integration of SAS with the operations environment requires

    Developing an understanding of the existing operations environment for deploying Cell Tower Backhaul service

    Auditing the operational requirements for the service

    Centered on performing an audit for each of the equipment types in the access, ring and mobile switching center

    Ensure the completeness of the alarms and performance monitoring information collected for each network element and forwarded to the TWC fault management system

    Developing performance monitoring and test and trouble shooting methodologies employing industry-leading best practices to maximize the effectiveness of the SAS solution


    Customer b cell tower backhaul deliverables

    Customer B: Cell Tower BackhaulDeliverables

    Operations Environment

    Document the integration of the Service Assurance Solution into the existing operations environment for the operator’s Cell Tower Backhaul service at both the regional and national levels

    Operational Requirements

    Document service-wide fault and performance management for the access, metro ring and MSC-located equipment for the Cell Tower Backhaul service

    Operational Processes and Procedures

    Document the processes and procedures for using the SAS’s features and capabilities, and integrate the newly developed processes into already existing procedures

    This will include the regional and corporate division of responsibilities


    Customer b cell tower backhaul results

    Customer B: Cell Tower BackhaulResults

    Maximize the impact from deployment of the Service Assurance Solution for TDM and Ethernet services

    Centralized Ethernet and TDM performance monitoring and testing

    Speed time-to-market by employing industry experts with deep cable expertise and experience as well as a thorough and current understanding of Ethernet & CTBH services

    Deliver a set of models and process flows that can be used as a base-line for the integration of the SAS in other regions.

    Minimize the use of the operator’s resources, enabling those resources to stay focused on currently assigned high priority tasks and day-to-day operations

    Improve operational budget forecast for initial launch and future expansion by providing a fixed price for development of operational model and process flows.


    Webinar agenda3

    Webinar Agenda

    • Operators’ Challenges

    • Operational Model and Process Re-engineering (OPR) Practice

      • Practice Overview

      • Practice Notes

    • Network Planning, Design and Optimization (NPO) Practice

      • Practice Overview

      • Practice Notes

    • Questions


    Michael pritz

    Network Planning, Design and Optimization Practice

    • The NPO Practice works with operators to architect, design and optimize the operator’s optical transport networks

      • Backbone, core metro and access network

    • The values provided by the NPO practice include

      • Reducing initial investment for the deployment of new network infrastructure

      • Avoiding costly network redesigns and re-engineering

      • Increasing efficiency of deployed network infrastructure, and extending the life of the operator’s investment

      • Reducing the operator’s time to market for the introduction of new services

      • Optimizing the operator’s CapEx and OpEx investment


    Npo services

    NPO Services

    Backbone, Core Metro and Access Networks

    Network planning, design, implementation and cost-performance optimization

    Wavelength routing and channel planning

    Maintenance and reliability requirements

    Quantitative analysis, including the impact of broadband access and video offerings on Core Metro Network capacity requirement and evolution

    Staging Lab and FOA

    Architecture and design, test plans, automation

    Triple Play Services

    Planning, design, analysis of dynamic relationships between services

    Next Generation Technology Assessment

    CapEx and OpEx impact, retrofit with legacy systems, upgrade costs and operations


    Npdo areas of focus

    NPDO Areas of Focus

    Network and Service Design

    Fulfillment

    Assurance

    Billing

    Customer Relationship Management

    Inbound Calls/Outbound Customer Mgmt

    Selling

    Invoicing & Collections Management

    QoS/SLA Objectives

    Order Handling

    Retention and Loyalty

    Service Management and Operations

    Service Assurance

    Operational Architecture

    Service Configuration

    SLO Management

    Service and Specific Instance Rating

    Operational Model

    Service Turn-Up and Activation

    SLA Management

    Resource Management and Operations

    Fault Management

    Network Architecture and Design

    Performance Management

    Resource Provisioning and Allocation

    Network Optimization

    Resource Data Collection, Analysis and Control


    Npo top down vs bottom up analysis

    NPO Top-Down vs. Bottom-Up Analysis

    Top-down Evaluation of Service Delivery Platform:

    Market and customers requirements

    Service providers drivers for architecture changes and network transformation

    The dynamics, changes and evolution in service delivery and the network required to supported it.

    Bottom-up & Model-based Analysis:

    Build a realistic network and services delivery model(s) for each case studies

    Conduct cost-performance trade off analysis to arrive to the optimal solution

    Apply various scenarios to test for scalability, reliability and stability

    This work would be major input to customers’ business case, validate or modify existing business case

    JDSU could extend this and offer a complete and fact based business case.

    Tools to automate analysis


    Webinar agenda4

    Webinar Agenda

    • Operators’ Challenges

    • Operational Model and Process Re-engineering (OPR) Practice

      • Practice Overview

      • Practice Notes

    • Network Planning, Design and Optimization (NPO) Practice

      • Practice Overview

      • Practice Notes

    • Questions


    Michael pritz

    Customer C: Metro/Core Agile Optical ArchitectureOperator Challenges

    • Need to optimize cost and performance with ROADM technology

    • No planning or design tools for non-blocking wavelength routing

    • Need Scalable Metro/Core architecture to meet 100 Mbps per subscriber service offering

    • Last Mile Architecture: GPON evolution to 10 Gbps per PON vs. CWDM/DWDM in the outside plants


    Customer c metro core agile optical architecture assignment summary

    Customer C: Metro/Core Agile Optical ArchitectureAssignment Summary

    • Used operator’s Metro and Core Network topology and demands to analyze cost and operational impact of Optical Node with ROADM in network:

      • Routed demands according to network topology

      • Conducted statistical analysis for adequate samples size

      • Used cost/price of “building blocks” instead of “system” to minimize uncertainties resulting from cumulative margin, packaged and arbitrary pricing.

      • Established realistic reference model to evaluate current and future technology introduction and deployment scenarios

    • Typical industry approach was limited to:

      • Node to Node (box-to-box) comparison

      • Simple DWDM ring

      • Cost averaging


    Customer c metro core agile optical architecture assignment summary1

    Customer C: Metro/Core Agile Optical ArchitectureAssignment Summary

    • Research was mainly focused on Routing and Wavelength Assignment (RWA), and may not apply:

      • Unrealistic demand assumptions

      • Hypothetical network topologies and node connectivity

      • Unit Cost/Price are normalized and in some cases for non existing products

      • Cost averaging

      • Objectives typically oriented toward finding blocking probability and wavelength conversion cost.


    Customer c metro core agile optical architecture jdsu solution

    Customer C: Metro/Core Agile Optical ArchitectureJDSU Solution

    • Developed a Practical Approach to Cost-Performance Optimization for Optical Path Routing

      • Wavelength Routing Model to evaluate impact on costs and complexity

      • ROADM node design and configuration options

    • Statistical Model to quantify optical network properties against operator specification

    • Calculated relative cost of Metro/Core optical network

    • Proposed GPON access model and cost analysis for next phase


    Michael pritz

    Operator launched video services over FTTH architecture

    Linear video delivered via format to traditional cable TV architecture

    VOD is delivered using a IPTV format

    As Video subscribers have grown to large numbers, the number of customer calls regarding IP Video based services has increased to high levels

    Video quality problems e.g. pixilation

    transactions quality and resiliency issues e.g. VOD program order lost

    Issues span organizational responsibilities

    Suspected technical issues included:

    Limited performance monitoring, Network COS issues IP and transport network performance, VOD Server capacity and traffic management issues, Content quality, Video operational methods and procedures

    Customer D : VOD Service Improvement ProgramOperator’s Challenges


    Customer d vod service improvement program assignment summary

    Customer D: VOD Service Improvement ProgramAssignment Summary

    Deliver a correlated root cause analysis focused across the VOD network and operational systems

    Synchronizing the correlated root cause with support systems and network test equipment

    Deliver on an appropriately architected VOD management solution and process


    Customer d fios vod service improvement program assignment summary

    Customer D: FIOS VOD Service Improvement Program Assignment Summary

    Identify “the top line” root causes

    Cross operational boundaries

    Cost and time efficient

    Prove root causes through field testing

    Relate root cause symptoms to video and audio impairments

    Provide a remediation strategy

    Identify required VOD support systems

    M&Ps and solutions as necessary to ensure delivery of a high quality VOD service


    Customer d vod service improvement program vod network architecture

    Connect Manager

    Application Server

    VOD

    HSI

    VOD Server

    SeaChange

    1310

    nm

    VoIP

    1490

    nm

    1550

    nm

    Video

    EDFA

    Customer D: VOD Service Improvement ProgramVOD Network Architecture

    From

    SHE

    Video

    Backbone

    FW

    4500

    FW

    4500

    SONET

    DWDM

    Network

    FW

    4500

    Metro

    SONET

    DWDM

    Network

    Cisco

    6509

    Cisco

    6509

    HUB

    VHO

    ONT

    .

    GE

    SONET

    .

    FW

    4500

    .

    OLT

    Juniper/GW

    Router

    VSO

    Analog Video

    Digital Video


    Customer d vod service improvement program jdsu solution

    Customer D: VOD Service Improvement ProgramJDSU Solution

    Detailed analysis of network reliability and resiliency

    Primary video headend to secondary video headend video delivery issues:

    Not a primary issue

    Secondary headend to hub to video serving office :

    Transport L1/2: IP/SONET, IP/DWDM, MSPP, SONET rings, etc.

    L3 protocol

    Network elements/ports redundancy: fail over etc.

    Server interface to network element redundancy

    EMS support

    Video serving office to OLT

    Redundancy

    Bandwidth

    OLT to ONT:

    APON, BPON or GPON

    Average sub per OLT

    Committed data rate (see next slides for access study model)


    Michael pritz

    VOD Middleware

    Customer D: VOD Service Improvement ProgramProposed Data gathering and Analysis Architecture For VOD

    Activity

    Reports

    JDSU Interim

    Data Analysis &

    Correlation Engine

    Subscribers Activity

    Database

    VOD Transaction &

    Activity Log

    Routers

    EMS

    Transport

    EMS

    GW/Router

    EMS

    Access & RG

    EMS

    ONT

    OLT

    RG

    Optical

    Term

    Optical

    Term

    Optical

    Term

    Optical

    Term

    GW/Router


    Webinar agenda5

    Webinar Agenda

    • Operators’ Challenges

    • Operational Model and Process Re-engineering (OPR) Practice

      • Practice Overview

      • Practice Notes

    • Network Planning, Design and Optimization (NPO) Practice

      • Practice Overview

      • Practice Notes

    • Questions


    Service assurance solutions

    Service Assurance Solutions

    Thank-You

    visit www.jdsu.com for more information


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