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Business Service Management For Telco, because IT become more strategic for business
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B SM
Business Service Management For Telcobecause IT become more strategic for business
Riswan ([email protected])
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Before The Convergence Era
IT and Telco are separated ; IT infrastructures are not connected with telco network. IT is IT, and Telco is Telco
Talking IT is just about desktop management (PC & printer), applications for internal office use, internet connection, office LAN,
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Bottom Up Approach (BUA)
Single view monitoring in Manager Of Manager Apply alarms correlation process reduce number of alarms
Apply root cause analysis reduce MTTR Main object of the all monitoring processes is ALARM (events in the IT infrastructure)
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Disadvantages of BUAMain monitoring object is problem alarm in the IT infrastructure, not SERVICE that running over the IT infrastructure
No mapping of IT infrastructure to the delivered service
Can not prioritize the problem solving based on the value of the impacted service.
Can not see the impact of IT processes to the quality of the delivered service.
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Telecommunication Is Changing
IT and Telco can
not be separate
d anymore
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IT is More Strategic to BusinessRBT
Mobile Internet
Mobile TV
Mobile Game
Content
content
IP basis Telco networkApplication related with mobile services
Other Application
that related to
Telco Services
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IT Become More Strategic to Business
talking about IT is no more only about internal use purpose.
IT infrastructure is being used as telco network.
IT infrastructure provide application that integrated with telco network and accessed by customer directly.
An outage in IT infrastructure will impact to the telco service that delivered to customer.
Performance of IT infrastructure will determine the whole performance of telco services.
IT infrastructure become more important for business
IT infrastructure become more complex Need more effort to maintain the IT infrastructure
Need new better method & tools to
monitor/maitain the IT infrastructure and
all services that running on IT
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BSM as One of The Solutions
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Business Service Management
Align IT infrastructure to business
Mapping IT infrastructures to all services that using the infrastructures Able to know the impact of any problem in the IT infrastructure to the services that using the infrastructure.
Also mapping IT process to the related services Able to see the impact of any IT processes to the service and also able to count any potential revenue lost that caused by any delay in the IT processes.
Main object of monitoring process is SERVICE, no more problem alarms. focus on service, not problem
Still able to break down until the problem level see the problem that cause the service degradation
Prioritize service degradation handling based on the value of service for business. minimize the revenue loss that caused by the service degradation.
Service alarm severity will be based on the value of service for business.
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Service Tree
Service Tree can be used to map the IT infrastructure and IT processes to the IT services that using/related with the infrastructure/process.
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Important Things in BSM Implementation
To have a complete & good service mapping, BSM need complete & good source data.
Use the same unit in term of the service value & need wisdom in leveling the services To have correct priority level of all services.
Correct prioritize service restore reduce potential revenue losses.
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See the detail article in : http://mobileindonesia.net/2010/01/28/antara-bsm-dan-pendahulunya/
