Post on 27-May-2015
description
transcript
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A Light Reading Webinar
Taking a Customer-Centric View Of Service Assurance
Speaker
Tarique AlizadDirector of Marketing, Americas
TTI Telecom
Challenge - Service Quality gap for CSPs
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Are you operating your service with a priority that is important from a business and customer standpoint?
Is the service quality and the actual customer experience at the same level?
Customer needs and
expectations
Customer needs and
expectations
Operator’s Engineering & Operations
Translating needs into
Quality of Service
Translating needs into
Quality of Service
Customer PerceptionCustomer
Perception
Customer Interpretation
Customer Interpretation
Customer Experience
Relative toexpectations
Customer Experience
Relative toexpectations
ImplementingQuality
of Service
ImplementingQuality
of Service
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Knowledge
Standards
Perceptions
Monitor what customer expects
(Usage, Availability, Tech support, Billing, Customer care)
Define Reasonable SLOs
Help customers understand the
reality of service
Service usability and trends
Define and Enforce benchmarks
Specify standards that reflect expectations
DeliveryEnsure that service
performance matches specs customer-centric service
monitoring
DHL Coca Cola
Roamers
Closing Service Quality Gaps
Delivery: What is Your Focal Point?
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Regional Report:MSC_TLV PDP Context Activation Errors
Coca Cola DHL
Roamers
Customers Report :PDP Context Activation Errors
Network Centric Business Centric
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The SLA drives the definition of Key Performance Indicators )KPIs( at the service, application, system and network level
SLA links the customer requirements to infrastructure requirements
Perceptions: What’s the relationship between KPIs, KQIs & SLA?
Network Availability
Service Availability
POP to POP Latency
Backbone Latency
Mean Time to Respond
Mean Time to Repair
Activation time
What KPIs/KQIsresult from thecommitment?
What KPIs/KQIsresult from thecommitment?
Network OMsNetwork OMs
ProbesProbes
Network AlarmsNetwork Alarms
LogsLogs
What PerformanceData and metrics
should beCollected?
What PerformanceData and metrics
should beCollected?
Best Practices for customer-centric Service Assurance
Service Modeling Network, Service, Customer
Calculation of KPI and KQIsDerived from multi domains
)Network devices, Active probing, Passive
probing, CDR/IPDRs, TTs(
Be proactive with useable metrics From simple thresholds to advanced spikes
and trends monitoring
Quality of service alerts generation
Drill down to isolate root cause
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Do my sessions meet quality expectations?
Do my sessions meet quality expectations?
How long does ittake to connect?
How long does ittake to connect?
Why does my session keep
dropping?
Why does my session keep
dropping?
How fast ismy service restored?
How fast ismy service restored?
What performancelevel is my session
operating at?
What performancelevel is my session
operating at?
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• Define the service parameters related to network elements and a service offering
SQM Backbone: Service Modeling
• VoIP signaling performance metrics indicating customers’ experience of the service
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VoIP Example: Network Driven KPIs/KQIs
Session Initiation Session Progress Session Termination
●Registration Request Delay (RRD)
●Session Request Delay (SRD)
Post-Dial Delay (PDD)●Average hops/ INVITE
(AHI)
●Session Disconnect Delay (SDD)
●Session Disconnect Failure (SDF)
Cut-off Calls
●Answer Seizure Rate (ASR)
●Network Efficiency Rate (NER)
●Session Establishment Efficiency Rate (SEER)
●Session Establishment Rate (SER)
●Session Duration Time (SDT)
Call Hold-Time (CHT)●Ineffective Session
Attempts (ISA)●Session Defects/ million
(SPM)
●Session Completion Rare (SCR)
●Session Success Rate (SSR)
Call Completion Rate
●Call Success Rate (CSR)
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Ring Tone Download Example:The Holistic Approach
Data Connection•Connection type )e.g. GPRS(•Success/Failure•Attachment Delay )Secs(•Context Activation Delay )Secs(
• WAP type )e.g. WSP(•Success/Failure•Delay
WAP
•Link found/not•Success/Failure•All page metrics
Navigation•Average bandwidth•Time•Content format validity•Success/Failure
Download
Reception•Air Interface )e.g. GSM(•Reception Level )dB(
Web Server•Success/Failure•Page Content type•Page DL Delay•Images DL Delay
Creating the Customer-Centric NOC/SOC• Service management system is as good as the data that is
available to it
• A lot of efforts is needed in order get the right data!
• Unified mediation for data consolidation
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NetworkIndicatorsNetwork
IndicatorsNon-Network
IndicatorsNon-Network
IndicatorsComplimentary Service
Related DataComplimentary Service
Related Data
Performance measurementsActive probes dataxDR-based counters
Trouble ticketingBilling dataCRM statistics
Planned Outage SystemCorresponding ServicesIn-house monitoring tools
Customer Centric Service ManagementCustomer Centric Service Management
Audience Poll/1
• What is your most significant requirement for customer-centric service assurance?
Linking customers to the service model
Calculating KPIs and KQIs for different services and technologies )e.g.
VoIP, IPTV, etc.(
Isolating root-cause problems with drill-down capabilities
Enabling prioritization based on service impact
Consolidating various NMSs/EMSs/Probing systems under a unified
management solution
Alerting on service quality degradations based on threshold conditions
and traffic analysis