Transcript Customer Assurance

Enabling ‘End-to-End’ Customer Assurance
Beyond network and service assurance
© 2011 IBM Corporation
Enabling End-to-End Customer Assurance
Broadband is still growing – even during the crisis
Source: 12η Εξαμηνιαία Αναφοπά για την Ευρυζωνικότητα
© 2011 IBM Corporation
Enabling End-to-End Customer Assurance
Price reduction trend continues
Source: 12η Εξαμηνιαία Αναφοπά για την Ευρυζωνικότητα
© 2011 IBM Corporation
Enabling End-to-End Customer Assurance
Where are we ?
© 2011 IBM Corporation
Enabling End-to-End Customer Assurance
Assurance of Network, Service & Customer Processes
Assurance
• Monitor reliability, performance, and quality of each user connection
& device
• Verify quality of service delivered to the customer
• Respond to customer-reported problems
Problem
Handling
Customer
QoS / SLA
Management
Customer
related processes
Service
Problem
Management
Service
Quality
Management
Service
related processes
Resource
Trouble Mgt.
Resource
Perform. Mgt.
• Manage customer SLAs
• 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
• 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
Resource Data Collection &
Processing
Network
related processes
Majority of telecommunication service providers derive measures of customer
assurance from only network and service assurance mechanisms
© 2011 IBM Corporation
Enabling End-to-End Customer Assurance
IBM’s Approach to End-to-End Network, Service & Customer Assurance
Service (QoS/SLA)
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Contract
Mgr
Process
Customer
Service Correlation
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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
SLA
Mgr
Service
Mgr
EMS Level
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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
Meta
Mgr
Event
Mediation
Mgr
Element
Mgr
Service
QoS/SLA
Service
Correlation
Infrastructure
Correlation
Event Mediation
& Alarm Filtration
Performance Tools
Management Tools

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 Correlation
Correlate multiple and often
redundant network/host/app events
with the network topology to indicate
the likely cause of an outage
Event Reduction
Network Problem 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
Customer Problem Management
Contract & Term Management
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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
© 2011 IBM Corporation
Enabling End-to-End Customer Assurance
IBM Solution to End-to-End Network, Service & Customer Assurance
Service Assurance
- SLA and Service
Performance Management
Customer Assurance
Network Assurance
– Real-time
Network/Service Status
Monitoring
Off-the Shelf
Service Models
Historical, Real-time
and Predictive
Service Analytics
Open, flexible interfaces
for integration
with 3rd party OSS
Prioritization
and Root Cause
Analysis
- Customer Experience
Management
Value-added, productised
integration with broad
Tivoli Service Management
Portfolio
Broad Network, Service, IT, Transactional and Operational Data Source Support
© 2011 IBM Corporation
Enabling End-to-End Customer Assurance
IBM End-to-End Customer Assurance
- Measuring the Entire Customer Experience
ACQUISITION
LOTUS
PROVISIONING
TIVOLI
Customer
Facing
Metrics
Network
Facing
Metrics
INFORMATION
RETENTION
MANAGEMENT
WEBSPHERE
ASSURANCE
RATIONAL
BILLING
© 2011 IBM Corporation
Enabling End-to-End Customer Assurance
Evolving complexity of using network-facing metrics to
measure customer experience
PRESENT
PAST
One connection
One service
One device
Telecom network
infrastructure
Multiple connections
Multiple
Multiple
devices
services
Telecom network
infrastructure
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
© 2011 IBM Corporation
Enabling End-to-End Customer Assurance
Poor correlation of network-facing & customerfacing metrics & measurement
Unknown
customer impact
Understand
customer problem
Resolve by highest
network priority
Prioritize based on
customer impact
Mobile
Prioritize based on
network impact
Resolve by highest
customer priority
Detect network
related problem
Address other issues
based on availability
of time & budget
PSTN
Data source: FM & PM systems
IP
Data source: Transaction usage data
© 2011 IBM Corporation
Enabling End-to-End Customer Assurance
Service Model Analysis
- A Rigorous Methodology & Process for Service Model Analysis
Inputs
• Operator Service Description
• SLA Requirements
• SLO Requirements
Analyse Service
Scenarios
• Telecoms Service Standards
• Operator Service Architecture
Analyse Service Delivery
Architecture
• Telecoms QoS Standards
• Potential QoS Data Sources
• OSS/BSS Integration
Requirements
• Operating Constraints
• Service Level Objectives
• Service Level Agreements
Outputs
Process
Identify KPIs
And KQIs
Define Service
Management Architecture
Define Service
Management Models
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•
•
•
Service Elements
User Tasks
Perceived QoS Factors
Operational Requirements
• Architecture Diagram
• Architecture Description
• Transaction Flow Diagrams
• (Candidate) KPIs
• (Candidate) KQIs
• Required QoS Data Sources
• Required OSS/BSS Interfaces
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•
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•
Service Delivery Chain Model
SLA Model
KPI Formulae
KQI Formulae
Implementation
© 2011 IBM Corporation
Enabling End-to-End Customer Assurance
Defining the right KQIs
Service Provisioning
Finance & Billing
Enterprise Account
Team
Senior Management
KQI
KQI
Time from order to
provisioning
Bills correct and
issued on time
KQI
KQI
Customer Retention
Availability SLA
Organizational
Performance
Performance SLA’s
Customer Care SLA’s
KQI
KQI
Time to answer
Service Uptake
Length of calls
Service Revenue
Resolution of problems
Cost of Delivery
KQI
Service Availability and
Performance
Product Management &
Marketing
Customer Care
Network Operations
© 2011 IBM Corporation
Enabling End-to-End Customer Assurance
IBM Customer Assurance Solution
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
Includes predefined Customer
Experience metrics for the
different Service Provider
market offerings
Enables analysis of data
from a number of different
dimensions, like customer(s)
view, service view, network
view
Customer
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
© 2011 IBM Corporation
Enabling End-to-End Customer Assurance
Customer View example
A number of predefined views are
available
Only services accessed
by this user will be
presented
Select
individual
user
A
Breakdown
of the
failures per
cause code
A history of
failures is
presented
by time and
location
© 2011 IBM Corporation
Enabling End-to-End Customer Assurance
Service View example
Select one of the
available services
Current
IMSI
Groups
impacted
by Service
failures
A
Breakdown
of the
failures per
cause code
A history of
failures is
presented
by time and
location and
device.
© 2011 IBM Corporation
Enabling End-to-End Customer Assurance
Service Assurance Solution
WebSphere Portal
Server based ->
IBM’s interpretation
Launch into of TAM
for Service
Management
TEP,TBSM
Reference Architecture - Product Overlays
Customer Service Portal
Tivoli Service
Desk, CCMDB +
IBM partners
Problem
Management
Incident
Trouble Ticket
Root Cause
Service
Desk
Change
Management
 Real-time Dashboards
Service Navigation
Service
Impact
 Process
infrastructure
events to
understand
impact on endusers &
service
delivery
TNSQMS
Discovery
Fault
Management
TNSQMS, TEP,
WBM
Service Dashboards
TNSQMS,
Proviso
Service Level Management
 Monitors Service Quality
Commitment
 Track Service Quality Violations
 Defines Dependencies between
service components
 Define mapping with resources
Discovers dependencies dynamically
TNSQMS ,CMDB,
Provisio
Performance
Management
Infrastructure Data Probes
ITNM,
TADDM
Proviso, Network
ITNM,
ITM
w/TDW,
Assure , ITM Fulfillment
ISS, TIM,
OSS/BSS Integration
Omnibus , Impact
w/TDW , ITCAM,
TFIM,TAM,
Omnibus, Impact
TSOM
Fulfillment
Proviso
Ordering
Service Assure
Provisioning
Activation
Service
Quality
Monitoring
 Service Availability
Service Modeling
TPM, WESB,
WBS Fabric &
WebSphere
Process Server +
IBM partners
and Usability
 Voice & Video
signalling
 Voice & Video
Stream Quality
 Service Usage
Security
Management
Signaling
Analysis
Inventory
Physical
Logical
Billing
Usage
Promos/Credits
Rebates
Transaction
Analysis
Session Data Probes
CMDB, Assurance
IBM
Service
Maximo Asset
Partners
+ IBM
Partners
ITUAM , TPM,
WESB,
WBS Fabric
ITCAM + IBM
Billing
and WebSphere
partners
Process Server +
© 2011 IBM Corporation
IBM partners
Enabling End-to-End Customer Assurance
Magic Quadrant for Operations Support Systems 2011
© 2011 IBM Corporation
Enabling End-to-End Customer Assurance
THANK YOU!
18
© 2011 IBM Corporation
Enabling End-to-End Customer Assurance
Backup
© 2011 IBM Corporation
Enabling End-to-End Customer Assurance
Customer View (1)
A number of predefined views are
available
Only services accessed
by this user will be
presented
Select
individual
user
A
Breakdown
of the
failures per
cause code
A history of
failures is
presented
by time and
location
© 2011 IBM Corporation
Enabling End-to-End Customer Assurance
Customer View (2)
Double
click on a
location of
interest to
analyse the
location
specific
metrics
© 2011 IBM Corporation
Enabling End-to-End Customer Assurance
Customer View (3)
Double click
on a
historical
value to
view the
cause code
breakdown
© 2011 IBM Corporation
Enabling End-to-End Customer Assurance
Customer Group View
A number of predefined views are
available
Only services accessed
by this group will be
presented
A
Breakdown
of the
failures per
cause code
Select
customer
group
A history of
failures is
presented
by time and
location and
device.
© 2011 IBM Corporation
Enabling End-to-End Customer Assurance
Service View (1)
Select one of the
available services
Current
IMSI
Groups
impacted
by Service
failures
A
Breakdown
of the
failures per
cause code
A history of
failures is
presented
by time and
location and
device.
© 2011 IBM Corporation
Enabling End-to-End Customer Assurance
Service View (2)
View IMSI
Groups
CEM
metrics
© 2011 IBM Corporation
Enabling End-to-End Customer Assurance
Service View (3)
Double
click on a
location of
interest to
analyze the
location
specific
metrics
© 2011 IBM Corporation
Enabling End-to-End Customer Assurance
Service View (4)
Double
click to get
a
breakdown
by handset
type
Nokia 3310
is the worst
performer
for this
period
© 2011 IBM Corporation
Enabling End-to-End Customer Assurance
Device View
Search for
Handset
Types to
monitor
and
analyze
© 2011 IBM Corporation
Enabling End-to-End Customer Assurance
Device Summary View
© 2011 IBM Corporation
Enabling End-to-End Customer Assurance
Network View
Search for
locations
to monitor
and
analyze
© 2011 IBM Corporation
Enabling End-to-End Customer Assurance
Services Summary
© 2011 IBM Corporation