Slide 1*
Source: 12η Εξαμηνιαα Αναφοπ για την Ευρυζωνικτητα
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Majority of telecommunication service providers derive measures of customer assurance from only network and service assurance mechanisms
Assurance
Service
Problem
Management
Problem
Handling
Customer
• Verify availability, quantity, and quality of bandwidth delivered
• Restore network connectivity and recover bandwidth in the event of a failure
Service
delivery mechanism
• Restore service in the event of a failure
• Manage network-wide service levels
& device
• Respond to customer-reported problems
Topology Correlation
Correlate multiple and often redundant network/host/app events with the network topology to indicate the likely cause of an outage
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
Service
QoS/SLA
SLA
Mgr
Customer
Contract
Mgr
Process
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
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
Customer Problem Management
Broad Network, Service, IT, Transactional and Operational Data Source Support
Value-added, productised
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INFORMATION
MANAGEMENT
TIVOLI
WEBSPHERE
RATIONAL
LOTUS
RETENTION
PROVISIONING
ASSURANCE
BILLING
ACQUISITION
Customer
Facing
Metrics
Network
Facing
Metrics
Evolving complexity of using network-facing metrics to measure customer experience
TODAY, assuring network or service quality is only one step in assuring the customer is
experiencing the overall level and quality of service they are paying for
PAST
Mobile
PSTN
IP
Unknown
Understand
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Service Elements
User Tasks
Service Provisioning
Finance & Billing
Customer Care
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
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
Includes predefined Customer Experience metrics for the different Service Provider market offerings
Customer
A history of failures is presented by time and location
Select individual user
A number of pre-defined views are available
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© 2011 IBM Corporation
Service View example
A history of failures is presented by time and location and device.
Current IMSI Groups impacted by Service failures
A Breakdown of the failures per cause code
Select one of the available services
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Fulfillment
Define mapping with resources
Process infrastructure events to understand impact on end-users & service delivery
Service Quality
Proviso, Network Assure , ITM w/TDW , ITCAM, Omnibus, Impact
ISS, TIM, TFIM,TAM, TSOM
TPM, WESB, WBS Fabric & WebSphere Process Server + IBM partners
Fulfillment
ITUAM , TPM, WESB, WBS Fabric and WebSphere Process Server + IBM partners
Physical
Logical
Inventory
TNSQMS ,CMDB,
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Enabling End-to-End Customer Assurance
A history of failures is presented by time and location
Select individual user
A number of pre-defined views are available
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© 2011 IBM Corporation
Customer View (2)
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© 2011 IBM Corporation
Customer View (3)
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Only services accessed by this group will be presented
A history of failures is presented by time and location and device.
Select customer group
A number of pre-defined views are available
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© 2011 IBM Corporation
Service View (1)
A history of failures is presented by time and location and device.
Current IMSI Groups impacted by Service failures
A Breakdown of the failures per cause code
Select one of the available services
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© 2011 IBM Corporation
Service View (3)
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