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Alcatel-Lucent Managed ServicesOverview
Alcatel-Lucent Managed Services - Overview
2
Operators have to continuously evolve their networks and be savvy about the use of technology to meet
the exploding bandwidth demand being created by today’s end users with their smartphones, devices,
and apps. More operators are investing in emerging technologies such as SDN/NFV to meet this demand
and to ensure that their networks are scalable and flexible to fulfill their end user needs. With this
shift in both technologies and increasing end user expectations, operators have to quickly evolve and
transform their network operations. They must focus on faster time to market, technology readiness, cost
optimization, and quality of services.
Alcatel-Lucent Managed Services assists customers through its solutions that are specially designed to
support operators with seamlessly managing the changing telecom industry (e.g., Telco- IT Consolidation),
with a focus on service management and customer experience management. Alcatel-Lucent Managed
Services are focused on service quality and end user experience while delivering speed, cost optimization
and quality of service. As the industry moves towards a more virtualized environment through software
defined networks, Alcatel-Lucent Managed Services is ready to deliver solutions that meet these
additional operational challenges.
The Alcatel-Lucent Managed Services Business is based on the following three pillars:
• An innovative and forward looking portfolio
• Standardized Delivery Blueprint
• Operational excellence based on a focused organization, leveraging optimal processes, tools and
improvement methodologies
Alcatel-Lucent Managed Services - Overview
3
Managed services portfolioThe Alcatel-Lucent Managed Services Portfolio is designed
uniquely to extend the benefits of traditional managed
services with the value based service offerings in operations
transformation, customer experience, cloud and security
services and is categorized into four major domains:
• Managed Network Services
• Innovative Technology Solutions Bundles
• Managed Care Services
• Managed Telco-IT and Cloud Services
The design of our managed services portfolio is based on
customers’ current and future requirements. The associated
Alcatel-Lucent Managed Services delivery model is aligned to
provide the right solutions to key customer challenges.
MARKET DRIVEN PORTFOLIO DRIVES
REQUIRED MANAGED SERVICES
DELIVERY CAPABILITY AND STANDARD
DELIVERY MODEL
Blueprint defines the standard service packagesEncompassing end to end delivery requirements
Alcatel-Lucent managed servicesblueprint model
Fully integrated delivery structure providing unmatched performancewith 6 sigma level of excellence
Network managementdomains Organization
Process MetricsSystem/ Tools
Governance
Aligned witheTOM and ITILframeworkds
Performance management
Service desk management
Fault management
Inventory management
Field Force management
Job catalog
Professionaldevelopment
Delivery centers
Managedservicesportfolio
Managed Telco-IT andcloud services
Managed care services(SOM & CEM)
Innovative technology solutions bundles(BOT)
Managed network services
Managed services blueprint service packages
Business enabler package
Migrate package
Buildpackage
Operatepackage
InnovatepackageE
vo
luti
on
ro
adm
ap
Val
ue
crea
tio
n
Alcatel-Lucent Managed Services - Overview
4
Alcatel-Lucent managed servicesblueprint model
Fully integrated delivery structure providing unmatched performancewith 6 sigma level of excellence
Network managementdomains Organization
Process MetricsSystem/ Tools
Governance
Aligned witheTOM and ITILframeworkds
Performance management
Service desk management
Fault management
Inventory management
Field Force management
Job catalog
Professionaldevelopment
Delivery centers
• Governance
• Organization & Delivery Structure (people)
• Processes
• Tools/systems
• Reporting (Metrics / KPIs)
Key components of the managed services delivery modelAlcatel-Lucent Managed services standard delivery model is based on the following five key components:
Managed servicesoperating principles
Standardization
Knowledge Sharing
Resource Pooling
Lean Operations
• Optimization of standard workflows • Delivery Centers handle multiple projects in a common way• Optimized tool and system investments
• Systematic sharing of Lessons Learned • Proactive sharing of known issues across the global delivery organization• Implementation and continuous improvement of Best Practices
• Sharing key experts across multiple projects globally• Global standardized skill sets providing flexibility
• Optimized Cost Structure with automation and standardization• Reduction of incidents, problems and impact on customer services
Alcatel-Lucent Managed Services - Overview
5
Defined methodology to apply standard delivery components within Managed Services projects
• Standardized Processes & Measured Service delivery efficiency
• End to End Responsibility through standard automation
• Measured Effectiveness
MS Blueprint and the Delivery Model Components
Each delivery component is developed based on the 3 key pillars:
• Standardize processes and provide metrics to measure performance for incident / problem / change management.
• Introduce the ‘Lean Six Sigma’ measuring service delivery efficiency based on processes & tools: Cycle Time, Standard Activity
• Integrated Trouble Ticketing to allow flow through problem escalation, tracking and resolution
• E2E Responsibility of SLAs from both operational and technical perspective
• Coordinate Delivery Center-triggered problems Network Trouble Tickets & Customer Trouble Tickets
• Measure Operational Service Availability
• Reporting Access Through Portal
• Effectively Measure Service Delivery
Standardized processes & measured service delivery efficiency
End to end responsibility through standard automation
Measured effectiveness
Alcatel-Lucent Managed Services - Overview
6
Our delivery is supported by a comprehensive structure that brings multiple Alcatel-Lucent team together to support our customers’
network deployment and operations activities. Each team provides unique capabilities that are necessary components of a
successful end-to-end engagement. Working together as a cohesive organization, these teams provide seamless and efficient support
to our customers’ networks and operations.
Global Service Delivery (GSD):
With regional and local delivery centers, GSD teams are at the heart of managed services operations delivery, providing network
surveillance and trouble resolution services to ensure our customer networks continue to function as expected. This organization
also offers remote technical support staffed with network, product and solution experts capable of solving complex network issues,
providing remote engineering, integration, provisioning and configuration management support.
Delivery structure
Provide repair
and advance
exchange
service to the
Customer
Advance Exchange &
Repair
Schedule and
execute
successful on site interventions
Field Force Management Identify,
analyze and deliver product
fixes to
Customer
Problem Resolution
Network Change
Management
Prepare & Execute intervention with minimumservice disruption
Service Request
Management
Welcome, Record & Route Customer service requests
Incident Restoration
Restore Customer regular service operations as soon as possible
Prevent breakdown &
failures of
Customer
operations
Preventive Maintenance
Our key Customer
facing processes
RAP
ITSM
CARESNetcool
FDMeSpares
Our key Customer
supporting tools
Alcatel-Lucent Managed Services - Overview
7
Delivery structure
Repair and Exchange Services Organization:
Repair and Exchange services provide rapid replacement of damaged network elements or field replaceable components.
Field Services Organization:
On-site technicians who support the repair and replacement of network elements and provide both preventive and remedial
services.
Local Services Organizations:
Support teams focused on managing specific customer technologies and third party contractual arrangements.
The local organizations include functions like Program Management, Customer Technical Support, Engineering and Installation.
Alcatel-Lucent Managed Services - Overview
8
Value Creation Drivers Benefits to Customers
• Continuously improve standardized operational
processes and support systems
• Enable global learning to be applied locally
• Reduce time and cost to introduce new products
and technology
• Reduce resource requirements through fewer
systems and the application of best practices
• Avoid unnecessary tools investment and
deployment, and accelerate operations readiness
• Proactively improve quality while eliminating
and streamlining work required to achieve
agreed outcomes
• Faster time-to-market, time-to-delivery, time-to-
profit through efficiency and getting it right the
first time
• Lower total cost of ownership and operations
(TCO) through avoidance of costly errors,
mistaken attempts, re-do’s, and through efficient
proven methodologies
• Improved quality and end-user experience
through fewer failures, errors, outages, faster
fault resolution, trouble avoidance techniques,
and a focus on service quality
• Reduced risk through predictable performance
and cost results that are tracked and managed
with effective KPIs and SLAs
Alcatel-Lucent is engaged with multiple customers covering multi-vendor and multi-technology environments.
This experience adds significant value in the delivery of operational and business processes.
Resulting Alcatel-Lucent managed services profile
TECHNOLOGY
Market-leading
Technology
profile-
Unmatched
innovation
Advance Service
Delivery Model-
Proven tools &
processes
Real-world
experience
in Operations
and Managed
transformation
UBB Platform
and Optical /
Routing and
technology
64% Improvement
in MTBF
+10 yrsof experience in
transformation projects
+300Kmulti-vendor network
elements managed
+20 yrsof experience in
Managed Services
E2E
Operations
Ownership
16-20%TCO
Optimisation
NW and
Operations
Transformation
25%Opex
Optimisation
PSTN
Transformation
25%decrease
in tickets
Vendor,
Technology
and Services
Expertise
50% Reduction
in MTTR
INNOVATE
CARE TRANSFORM
INNOVATE
CARE TRANSFORM
INNOVATE
CARE TRANSFORM
EXPERTISE
EXPERIENCE
www.alcatel-lucent.com Alcatel, Lucent, Alcatel-Lucent and the Alcatel-Lucent logo are trademarks ofAlcatel-Lucent. All other trademarks are the property of their respective owners. The information presentedis subject to change without notice. Alcatel-Lucent assumes no responsibility for inaccuracies contained herein.Copyright © 2015 Alcatel-Lucent. All rights reserved. PR1506011751EN