End-to-end services operations. Andreas Herzog September 2008. Agenda. SBG Network Operations business update End-user needs Carrier challenges End-to-end services operations business model and support structure Benefits Conclusion.
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End-to-end services operations
Create value for clients by innovating, transforming, and more efficiently managing complex global networks with best-in-class people, processes and technology.
Grow at or above market rates in all the markets we participate in
Our core businesses
NetworkOperations business update
Our solutions help our customers to optimize and better manage their networks while reducing the associated costs and complexity
In a customer-centric, IP world, end users will choose how they define themselves, their wants and their needs, then expect the services and information in their lives to organize itself around them
These “any” customers are demanding a quality service experience and the operational model must evolve towards one that can support these demands
Technology and Operations
Operation centers must focus on the cost-effective delivery of customer-focused, end-to-end, service management – including the customer experience
End-to-end services operations: Extends today's operations processes to cover service-based metrics in a fully migrated IP-based end-to-end network environment. This solution expands beyond the traditional boundaries of network operations support (core) to include CPE (such as set-top boxes) that control end-customer services.
Proactive service problem detection
Network operations support
End-to-end services operations solution
Product and network
Network and IP service
Product and network-oriented
Moving carriers from a “network-centric” focus to a customer “service-centric” focus
Partner with the world’s leading network integrator to reliably introduce, manage and operate new services for end users
Outage reduction and prevention
Faster problem resolution
Services architecture domain
Global Network Operations Center
End-to-end center of excellence
End-to-end data collectors
Critical “customer” KQIs
Sample “customer” KQIs related to set top boxevents that disable major functions
Generic “network” KPIs:
Market demands require new operations models
Why Alcatel-Lucent for end-to-end services operations