© 2011 IBM Corporation Enabling ‘End-to-End’ Customer Assurance Beyond network and service...

© 2011 IBM Corporation

Enabling ‘End-to-End’ Customer AssuranceBeyond network and service assurance

Enabling End-to-End Customer 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



Where are we ?



Assurance

ServiceProblem

Management

ProblemHandling

Customer QoS / SLA

Management

ServiceQuality

Management

Resource Trouble Mgt.

Resource Perform. Mgt.

Resource Data Collection & Processing

Assurance of Network, Service & Customer Processes

Networkrelated 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

Servicerelated 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

Customerrelated processes

• 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

Majority of telecommunication service providers derive measures of customer assurance from only network and service assurance mechanisms



IBM’s Approach to End-to-End Network, Service & Customer Assurance

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

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

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

Topology CorrelationCorrelate multiple and often redundant network/host/app events with the network topology to indicate the likely cause of an outage

Service

QoS/SLA

SLAMgr

Customer

ContractMgr

Process

Management ToolsPerformance Tools Element

Mgr

Event Mediation

Mgr

Event Mediation& Alarm Filtration

Meta Mgr

Infrastructure

Correlation

Service Mgr

Service

Correlation

Net

wo

rk P

rob

lem

Man

agem

ent

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

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

Cu

sto

mer

Pro

ble

m M

anag

emen

t



Off-the ShelfService Models

Historical, Real-timeand Predictive

Service Analytics

Prioritizationand Root Cause

Analysis

Network Assurance– Real-time

Network/Service Status Monitoring

Customer Assurance- Customer Experience

Management

Service Assurance- SLA and Service

Performance Management

Broad Network, Service, IT, Transactional and Operational Data Source Support

Value-added, productisedintegration with broad

Tivoli Service ManagementPortfolio

Open, flexible interfacesfor integration

with 3rd party OSS

IBM Solution to End-to-End Network, Service & Customer Assurance



IBM End-to-End Customer Assurance- Measuring the Entire Customer Experience

INFORMATIONMANAGEMENT

TIVOLI

WEBSPHERE

RATIONAL

LOTUS

RETENTION

PROVISIONING

ASSURANCE

BILLING

ACQUISITION

CustomerFacingMetrics

NetworkFacingMetrics



Evolving complexity of using network-facing metrics to measure customer experience

PAST

Telecom networkinfrastructure

One connection

One service One device

PRESENT

Telecom networkinfrastructure

Multiple connections

Multipleservices

Multipledevices

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



Poor correlation of network-facing & customer-facing metrics & measurement

Mobile

PSTNIP

Unknowncustomer impact

Resolve by highestnetwork priority

Prioritize based onnetwork impact

Detect networkrelated problem

Data source: FM & PM systems

Understandcustomer problem

Prioritize based oncustomer impact

Resolve by highestcustomer priority

Address other issuesbased on availability

of time & budget

Data source: Transaction usage data



• Service Elements• User Tasks• Perceived QoS Factors• Operational Requirements

• Architecture Diagram• Architecture Description• Transaction Flow Diagrams

• Telecoms Service Standards• Operator Service Architecture

• Operator Service Description• SLA Requirements• SLO Requirements

• Telecoms QoS Standards • (Candidate) KPIs• (Candidate) KQIs

• Potential QoS Data Sources• OSS/BSS Integration Requirements

• Required QoS Data Sources• Required OSS/BSS Interfaces

• Operating Constraints• Service Level Objectives• Service Level Agreements

• Service Delivery Chain Model• SLA Model• KPI Formulae• KQI Formulae

Analyse Service Scenarios

Analyse Service DeliveryArchitecture

Identify KPIsAnd KQIs

Define Service Management Architecture

Define ServiceManagement Models

Inputs Process Outputs

Implementation

Service Model Analysis- A Rigorous Methodology & Process for Service Model Analysis



Defining the right KQIs

Product Management & Marketing

Senior Management

KQI

Service Uptake

Service Revenue

Cost of Delivery

KQI

Customer Retention

Organizational Performance

Finance & Billing

KQI

Bills correct and issued on time

KQI

Time from order to provisioning

Service Provisioning

Customer Care

Enterprise Account Team

KQI

Availability SLA

Performance SLA’s

Customer Care SLA’s

KQI

Time to answer

Length of calls

Resolution of problems

Network Operations

KQI

Service Availability and Performance



IBM Customer Assurance Solution

Customer

Provides “real-time” visibility to an Individual Customer’s Experience

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

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

Enables analysis of data from a number of different

dimensions, like customer(s) view, service view, network

view

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

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

Includes predefined Customer Experience metrics for the different Service Provider

market offerings

Includes predefined Customer Experience metrics for the different Service Provider

market offerings



Customer View example

Only services accessed by this user

will be presented

A history of failures is presented

by time and location

Select individual

user

A Breakdown

of the failures per cause code

A number of pre-defined views are

available



Service View example


by time and location and

device.Current IMSI Groups

impacted by Service failures

A Breakdown


Select one of the available services



IBM’s interpretation of TAM for Service Management

Fulfillment Service Assurance BillingOSS/BSS Integration

Infrastructure Data Probes Session Data Probes

Fault Management

Performance Management

Signaling Analysis

Transaction Analysis

Service Modeling Defines Dependencies between

service components Define mapping with resourcesDiscovers dependencies dynamically

Service Level Management Monitors Service Quality Commitment Track Service Quality Violations

Service Impact

Process infrastructure events to understand impact on end-users & service delivery

Service Quality

Monitoring Service Availability

and Usability Voice & Video

signalling Voice & Video

Stream Quality Service Usage

Service Dashboards Real-time DashboardsService Navigation

Problem

ManagementIncident

Trouble Ticket

Root Cause

Service

Desk

Customer Service Portal

Ordering

Provisioning

Activation

BillingUsage

Promos/Credits

Rebates

Change

Management

Security Management

Discovery

ITNM, TADDMITNM, TADDM

ITNM, ITM w/TDW, Omnibus , ImpactITNM, ITM w/TDW, Omnibus , Impact

Proviso, Network Assure , ITM w/TDW , ITCAM, Omnibus, Impact

Proviso, Network Assure , ITM w/TDW , ITCAM, Omnibus, Impact

ISS, TIM, TFIM,TAM, TSOM

ISS, TIM, TFIM,TAM, TSOM

ITCAM + IBM partnersITCAM + IBM partners

TNSQMSTNSQMS

TNSQMS,ProvisoTNSQMS,Proviso

ProvisoService AssureProvisoService Assure

TNSQMS, TEP, WBMTNSQMS, TEP, WBM

Tivoli Service Desk, CCMDB + IBM partners

Tivoli Service Desk, CCMDB + IBM partners

TPM, WESB, WBS Fabric & WebSphere Process Server + IBM partners

TPM, WESB, WBS Fabric & WebSphere Process Server + IBM partners

Fulfillment

ITUAM , TPM, WESB, WBS Fabric and WebSphere Process Server + IBM partners

ITUAM , TPM, WESB, WBS Fabric and WebSphere Process Server + IBM partners

Physical

Logical

Inventory

CMDB, Maximo Asset + IBM Partners

CMDB, Maximo Asset + IBM Partners

TNSQMS ,CMDB,ProvisioTNSQMS ,CMDB,Provisio

IBM PartnersIBM Partners

Service Assurance Solution Reference Architecture - Product Overlays

WebSphere Portal Server based -> Launch into TEP,TBSM

WebSphere Portal Server based -> Launch into TEP,TBSM



Magic Quadrant for Operations Support Systems 2011


© 2011 IBM Corporation18

THANK YOU!THANK YOU!



Backup



Customer View (1)

Only services accessed by this user

will be presented


by time and location

Select individual

user

A Breakdown



available



Customer View (2)

Double click on a

location of interest to

analyse the location specific metrics



Customer View (3)

Double click on a

historical value to view the

cause code breakdown



Customer Group View

Only services accessed by this

group will be presented



device.

Select customer

group

A Breakdown



available



Service View (1)



device.Current IMSI Groups

impacted by Service failures

A Breakdown


Select one of the available services



Service View (2)

View IMSI Groups

CEM metrics



Service View (3)

Double click on a

location of interest to analyze the

location specific metrics



Service View (4)

Double click to get a

breakdown by handset

type

Nokia 3310 is the worst performer

for this period



Device ViewSearch for Handset Types to monitor

and analyze



Device Summary View



Network ViewSearch for locations

to monitor and

analyze



Services Summary

© 2011 IBM Corporation Enabling ‘End-to-End’ Customer Assurance Beyond network and service...

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Transcript of © 2011 IBM Corporation Enabling ‘End-to-End’ Customer Assurance Beyond network and service...