End to end services operations
This presentation is the property of its rightful owner.
Sponsored Links
1 / 13

End-to-end services operations PowerPoint PPT Presentation


  • 96 Views
  • Uploaded on
  • Presentation posted in: General

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.

Download Presentation

End-to-end services operations

An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -

Presentation Transcript


End to end services operations

End-to-end services operations

Andreas Herzog

September 2008


Agenda

Agenda

  • SBG Network Operations business update

  • End-user needs

  • Carrier challenges

  • End-to-end services operations business model and support structure

  • Benefits

  • Conclusion


Alcatel lucent services business group network operations business division our global mission

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

Alcatel-Lucent Services business group:Network Operations business division - Our global mission

Our core businesses

NetworkOperations business update

  • Carrier network outsourcing

  • Enterprise network outsourcing

  • Build – operate - manage

  • Managed capacity

  • End-to-end services operations

  • Initiated integration of all global centers

  • Investment in tools and additional shared center

  • Increase strength and depth of bid teams

  • Program for managed services excellence

  • Expanding capabilities with new solutions

  • Managed communications services product solutions for carriers and enterprises

  • Thompson Advisory Group

  • Telecom Expense Management (TEM) tool

  • Investment in platforms and application development

Our solutions help our customers to optimize and better manage their networks while reducing the associated costs and complexity


End user expectations are driving ip transformation and the need for new business models

End-user expectations are driving IP transformation and the need for new business models

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

Anywhere

Anytime

Any Device

Mobility

Information

Communication

These “any” customers are demanding a quality service experience and the operational model must evolve towards one that can support these demands


Generating challenges and compelling events for carriers

Generating challenges and compelling events for carriers

Competitive pressure

  • Keep abreast of new networking technologies and trends while lowering costs and increasing customer loyalty

  • Lack of established network knowledge-base and tools for relatively new technologies

  • Balance day-to-day network operations while addressing new strategic initiatives

Consumer demand

  • Market prepared to pay for added-value services but churn rates are greatly affected by quality of service

  • Service providers need to focus scarce resources on the customer

  • Capturing new revenue requires increased focus on end-user demand for higher levels of user experiences

Technology and Operations

  • Advanced services to drive revenue growth requires investment and migration from legacy to new networks and cost-effective management of old and new operations

  • IP transformation exponentially increases operational and management complexity with expanding voice, data and video traffic on increasingly complex networks

  • Interoperability and other challenges related to system and product interworking in a multivendor environment with open-standards and distributed network

Operation centers must focus on the cost-effective delivery of customer-focused, end-to-end, service management – including the customer experience


Requiring an end to end services operations model

Requiring an end-to-end services operations model

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

Access

Access

Access

Network operations support

  • Fault management alarm monitoring

  • Single point of contact for a network

  • Network fault isolation and trouble detection

  • SLAs based on respond/restore/resolve

End-to-end services operations solution

  • Performance measured against service quality targets

  • Proactive monitoring of customer service quality

  • SLAs driven by end-customer service quality metrics

  • Includes end-to-end proactive operations data analysis to detect problems early

Differentiating attributes

Support domain

SLA focus

Product and network

Network and IP service

Product and network-oriented

Service-oriented

Moving carriers from a “network-centric” focus to a customer “service-centric” focus


End to end services operations offering

End-to-end services operations offering

Partner with the world’s leading network integrator to reliably introduce, manage and operate new services for end users

Proactive

Experience

Predictive

Outage reduction and prevention

Faster problem resolution

Predictable

service availability

  • Confidently plan and deliver to end-to-end customer service-oriented availability targets

  • Quantitative estimates for network and transactional reliability

  • Proactive operations to achieve a higher level service availability

  • Extensive knowledge base speeds problem resolution

  • Experience and skillsof the world leader in IP-based deployments

  • Over 50 IP Transformation deployments globally

  • World-class Global Network Operations Centers (GNOCs)

  • Best-in-class IP trouble detection tool and processes

  • Real-time trouble monitoring down to the IP level

  • Analysis and correlationof data to automate root-cause analysis

  • Sectionalize and prioritize network and application issues based on end-customer impact

  • Calculate end-to-end KPIs to drive proactive customer notification


End to end services operations high level architectural context

PSTN

PSTN

End-to-end services operations high-level architectural context

Carrier network

Alcatel-Lucent operations

Services architecture domain

  • Trend analyses

  • Diagnostics

  • KQI and QoS reports

Global Network Operations Center

End-to-end center of excellence

Secure remote

connections

SIP telephony

IMS

Performance data

MMS

Web serv.

Contact center

OSSs

Session data

Applications

Session control

HSS

AAA/QIP

Fault data

Trouble

ticketing

CSCF

UMTS

End-to-end data collectors

End-to-end servers

Topology data

Extensive

knowledge base

MSC

HLR

Subscriber data

SGSN

GGSN

RNC

Node B

Customer

OSSs

Backhaul

Transport

IP edge

ATM/MPLS core

EMSs

EMSs

Alcatel-Lucent labs


Iptv example of end to end services operations

IPTV example of end-to-end services operations

  • End-user expectations

  • Service provider challenges

  • High picture quality

  • Rapid channel change time

  • Responsive customer service

  • High audio quality

  • Synchronization

  • Scale new services reliably

  • Ensure reliable and consistent quality of service

  • Manage operations costs

  • Protect image

  • Retain loyal customers


Sample proactive end to end services operations kpis and kqis

Sample proactive end-to-end services operations KPIs and KQIs

Critical “customer” KQIs

  • User-level service availability (downtime)

  • Network availability (downtime)

  • Channel change (zap) time

  • Set top box (STB) successful power on to default channel

  • Rate of Disturbance (ROD) impact on customers

  • Rate of Disturbance duration

  • Digital Rights Management (DRM) security breach

  • Service/content response time

    Sample “customer” KQIs related to set top boxevents that disable major functions

  • Crashes

  • Freezing and non-responsive

  • User Interface fails at times

  • Service operations failures

Generic “network” KPIs:

  • Availability and downtime

  • Blocked traffic

  • Facility outage duration

  • Transmission failure rate

  • Data transmission speeds


Benefits enabled by end to end services operations

Benefits enabled by end-to-end services operations


Key takeaways

Key takeaways

Market demands require new operations models

  • Customers are demanding a quality service experience and the operational model must evolve towards one that can support these demands

  • Operation centers must focus on the cost-effective delivery of customer-focused, end-to-end, service management – including the customer experience

  • Carriers must move from a “network-centric” focus to a customer “service-centric” focus

  • 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

Why Alcatel-Lucent for end-to-end services operations

  • Leader in IP transformation and Integration

  • Leader in carrier network outsourcing and operations

  • Extensive multivendor services and maintenance experience

  • Depth expertise in network technology and operations

  • Able to meet the huge demand potential with explosion of IP-based services

  • GNOC infrastructure expansion to include IP-services-based operations

  • Positioned to be the leader in the IP-services operations space


End to end services operations

www.alcatel-lucent.com

www.alcatel-lucent.com


  • Login