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End-to-end services operations

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

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  1. End-to-end services operations Andreas Herzog September 2008

  2. Agenda • SBG Network Operations business update • End-user needs • Carrier challenges • End-to-end services operations business model and support structure • Benefits • Conclusion

  3. 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

  4. 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

  5. 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

  6. 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

  7. 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

  8. 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

  9. 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

  10. 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

  11. Benefits enabled by end-to-end services operations

  12. 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

  13. www.alcatel-lucent.com www.alcatel-lucent.com

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