Alcatel-Lucent Managed Services Transformation Brochure

Alcatel-Lucent Managed Services - Managed Transformation

1

Alcatel-Lucent Managed ServicesManaged Transformation


2

The telecommunication industry is undergoing a massive re-orientation, driven by the challenges faced by

telecom operators and changes in business environment. Increased end-user expectations in the service

quality, breadth of services, time to market, declining revenue and competition are driving operators to

transform their network infrastructure and operations to ensure optimized costs (CapEx & OpEx), flexible

and scalable operations, ease of new services introduction and cope with frequent technology change. In

parallel operators must maximize the monetization of their legacy networks and optimize the associated

operations costs.


3

Customer objectives:• Reduce the cost of operations (TCO and OpEx)• Improvethequality of services and end-customer

experience• End-to-end visibility and accountability of the

services performance• Significantdecreaseintime to market• Consolidate network and systems•De-complexification of networks, processes and

systems• Futureproofing of the customer services

operations•Optimal utilization of the CapEx (asset utilization)

Challenges customers face today

Key objectives and customer evolution

UBB

penetration

% 3rd party

content

Service

agility

Lifetime

value

%IPrevenue Operatingcost

pergigabyte

Measuring

• DemandforIPbasedproductsandservices

• Demandforinstantinnovationand

increased personalization

• Datagrowth

• Ultrabroadbandaccess

• SoftwareDefinedNetworking(SDN),

NetworkFunctionsVirtualization

(NFV)andtheevolutionoftheCloud

• Networkconvergence

• Needtoclaimthevalueofthe

network

• Needtocapitalizeoncustomer

proximity

Market demand Technologyismaturing Competition

Service

experience

Revenue

growth

TCO

reductionDefensivePosition

Resond to revenue

decline by TCO reduction

Wrong placeto be

Revenue decline andOPEX

growth

Right placeto be

Revenue growth and reduced

OPEX

Offensive position

Invest to increase

revenue, but TCO increase


4

Alcatel-Lucent has the optimal blend of solution, competence and experience to support Customers in business innovation and

transformation planning and execution. Alcatel-Lucent Managed Transformation solution includes helping Customers find the

best transformation scenario from a technology, operations and financial aspect; transform network and operations and deliver

measurable business results and improved customer experience. Operational advantages of this solution include mid-term

optimization, services quality and operational efficiencies. This may also be coupled with a Service Management initiative, which

focuses on end-user customer satisfaction and services improvement. Managed Transformation is a modular solution with network

and operations transformation as key components.

Alcatel-Lucent offers The Managed Transformation solution in the following three flavors:

Driving the need to transform business and operationsWell-definedtransformationpackagesminimizetransformationriskandensureclarityofresponsibilitiessplitdefinition

ManagedTransformationSolutionoptions

End to end network

operations outsourcing1

Operationsresponsibility-ALU Operations responsibility - customer IntegratedwithNetworkTransformation

TCO based

Networkoutsourcing2 Transformation

program management3Operations

transformation

+3 years 3-6 M

Opstransfer

Reversetransfer

Operateandmanage(Continues

improvement)

Operationstransformation

+3 years 3-6 M

Opstransfer

Reversetransfer

Operateandmanage(Continues

improvement)

Networktransformation

Operationstransformation

assistance

1+ years

Operateandmanagebycustomer

Networktransformation

• Nonetworktransformation

• Operationstransfer

• Operationstransformation

• Single/multitechnologynetwork

transformation

• Operationstransfer


• Overalltransformationprogram

management

• Single/multitechnologynetwork

transformation

• Nooperationstransfer


assistance

• Overalltransformationprogram

management


5

Managed transformation solution attributes

Closecooperationandpartnershipduringtheentireengagementprocessisthekeytosuccess

Opera

tions

Transf

orm

ati

on

TRANSFER TRANSFORMATIONASSISTANCE

Netw

ork

Transf

orm

ati

on

ProcessProcessestransferredandalignedtotheAlcatel-Lucent Blueprint

Processestransformationassistancewiththe Alcatel-Lucent Expert Team

OrganizationOrganizations is transferred to Alcatel-Lucent and transformed towards the blueprint

Organization transformation assistance with the expert team

Tools

Network

ImplementationofMSblueprintstandardtoolset(NETCOOL,REMEDY)

Customer tools enhancements (Automation)

FixedBroadbandaccesstransformation

ATM-to-IPtransformation

Rapid tool deployment

LegacySDHmigrationtonextgenSDH

Customer experience transformation

Toolsasaservice(FDM,Proactivecare,...)

PSTN/ISDNconsolidation

LegacyEthernet/IPtofutureIP/MPLS/Ethernettransformation

OSS Transformation

Integrated network transformation management

PSTNvoicemigrationtoIMS

IDENTIFYANDENGAGE MSPRODUCTALIGNMENT BENEFITDEMONSTRATION EXECUTION

• Customerswith

challenge profile for

Transformation

• Keybusinessobjectives

(KBO)consulting,

assessment and priority

• InitialValueProposition

• Productmappingand

selection

• Thecorrect

transformation product

/solutionforthe

customer requirements

• Commercialbusiness

case,opEx/capEx/

cashflow modelling

• OperationalVP,more

specific opEx, quality,

speed and revenue

calculations

• MSTransformation

Process

• Scoping

• DueDiligence

• Solution

• Negotiations

• Execution

• Reversal


6

Well defined execution process

Alcatel-Lucent Managed Services Managed Transformation Solution provides value to the customer in line withtheirKBOs.FollowingisthelinkageofCustomerKBOswiththeDeliveryModelEnablers

Create new revenue Streams

Increase ARPU

Decrease Operating Cost

Optimize Traffic / Spectrum

Optimize Asset Deployment

Reduction in Customer Churn

High CSAT Score and NPS Score

Controlled Network Change Management

Alarm Filtering, Correlation and Auto-Ticketing

Higher NOC Resolution Rate, Pro-Active Communication

End-to-End Ticket Management & Follow-up

Productivity, Efficiency and Performance Reporting

Critical Trigger Analysis, Capacity, NW Utilization

Proactive Problem and Knowledge Management

Capacity Forecasting on the Actual Usage Trends

Translation of Business Plans to Operating Plans

Customer Satisfaction Surveys

Analytics and Pro-Active Customer Care Tickets

Reduction of Incidents

Reduction of Problem Tickets

Service Impacting Events Restored Quicker

Elimination of Repeat Issues

Reduction in Time to View and Analyze Mgmt Report

Just In Time [JIT] Deployment & 1st Time Right

Effective Capacity Planning

Reduction of Customer Care Tickets

Sustain Key Capabilities

New Business &Asset Monetization

Network Simplification &Resource Optimization

Customer Base &ARPU Growth

Time to Market &Quality of Experience

Cost Reduction &Operational Excellence

EXPECTED CUSTOMER BUSINESS BENEFITS

CUSTOMER FINANCIAL /OPERATIONAL

BENEFITS

DELIVERY MODEL IMPACT DELIVERY MODEL ENABLERS

Scoping

(1-2 months)

DueDiligence(DD)

(1-2 months)

SolutionDesign

(1-2 months)

Delivery:

Kick Off

ContractNegotiations

(1-3 months)

UnderstandingofchallengesandKBOthatstandbehindthetransformationinitiativeDefinitionofcandidatetransformationtargetsFramingthecontractualscope

Cost model understanding and costs quantificationProcesses,organization,tools&networkinventoryOperational&NetworkPerformanceassessmentSelecteddomainsanalysis(HR,security,ITservices,BC/DR,EH&S…)

Transformation model definitionDomaintransformationsolutionsdefinition (processes, organization, tools, network)Performancemeasurementproposal

Time for Customer and Alcatel-Lucent to prepare forDD

Solution is being defined progressivelyastheDueDiligencedata are made available

Solution finetuning thanks to the feedback from Negotiations Engagement commitment

DedicatedorganizationTemplate-basedEscalationmanagement/governance

ContractAward

EXPECTEDCUSTOMER

BUSINESSBENEFITS

CUSTOMERFINANCIAL/

OPERATIONALBENEFITS

DELIVERYMODEL

IMPACT

DELIVERYMODEL

ENABLERS

OrganizationTransformation

Standard MeasurementsKPIs/SLAs/OLAs

FMO target: • Standard Delivery Model (SDM)

1 2

3

4

Standard tools architecture T2R/L2C process map

Job and skillsHarmonization

CMO starting point:• Organization silos• Geographical proliferation

Managed Services

Services, Network Elements

Customer Service Desk

Maintenance Services

Customer NOC

Customer Regional Logistics

Center

Customers

Alcatel-Lucent

Global Welcome Center

• Service Request Mgmt.

Repair & Exchange Services ORGANIZATION• Adv. Exchange & Repair• Customer Inventory

Management

Field Operations• Field Force Management• Corrective and Preventive maintenance• Network Provisioning• EHS

Technical Assistance centers, Technical Engineering Center, R&D for all Alcatel-Lucent technologies

• Incident Restoration• Problem Resolution

Global Service Delivery

• Network Monitoring and Surveillance

• Incident Restoration & Problem Resolution

• Network Change Management

• Network Access and Security

• Network Engineering

• Network Optimization

• Network Provisioning

• Network Capacity Mgmt..

• Incident Restoration

• Problem Resolution

• Preventive Maintenance.

Customer Assurance Leader

• Customer interface• Overall delivery

coordination• Continuous

Improvement

RBC/CAL

GWC

GSD/DC

RESO

TEC/R&D

FSO

Operations transformation journey

MANAGEDSERVICESTRANSFORMATION

Job and skillsHarmonization

StandardtoolsarchitectureT2R/L2Cprocessmap

StandardMeasurementsKPIs/SLAs/OLAs

OrganizationTransformation

CurrentModeofOperationsstartingpoint:

•Organizationsilos

•Geographicalproliferation

FutureModeofOperationstarget:

•StandardDeliveryModel

(SDM)


7

Alcatel-Lucent is engaged with multiple customers covering multi-technology and multi-vendor environments. This experience adds significant value in the delivery of operational and business processes

Current Mode of

Operations

ALUModeofOperations

CaptheOPEX

OPEX($)

Reduce the standarddelivery time T

ime

ManagedServicesoperatingmodelreducesthecostandtherisk

TECHNOLOGY

Market-leading

technology

profile-

Unmatched

innovation

Advance service

delivery model-

Proventools&

processes

Real-world

experience

in Operations

and Managed

transformation

UBBplatform

andoptical/

routing and

technology

64% improvement

inMTBF

+10 yrsof experience in

transformationprojects

+300Kmulti-vendor network

elements managed

+20 yrsof experience in

Managed Services

E2E

operations

ownership

16-20%TCO

optimization

NWand/

operations

transformation

25%OpEx

optimization

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

PresentLegacyNetwork/Operation

FutureConvergedNetwork/Operation

TransitionHybridNetwork/Operation

Shorter

Fla

tte

r

Ideal transition

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 presentedissubjecttochangewithoutnotice.Alcatel-Lucentassumesnoresponsibilityforinaccuraciescontainedherein.Copyright©2015Alcatel-Lucent.Allrightsreserved.PR1507012729EN