© 2009 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice.

Philippe LeonDirectorNext Generation Operation Support Systems

Transforming the Customer Experiencethrough Operation Excellence

Today’s agenda

• Transforming customer experience… why?

• Operational Excellence …why?

• HP approach

The Telecommunication industry was already challenging

Competitors are unexpected

The walls are down

Customers are in control

And now it gets even harder

Budgets are tight

Time is short

Leadership implies transforming the customer experience… It has many imperatives

Service Innovation

Operational Excellence

Infrastructure

Transformation

Real-Time Customer Insights

Transform the

Customer Experienc

e

HP Next Generation OSS

Where does a NOC want to go?

10%

40%

Operation

Consolidation

Innovation30%

60%

Today3 years from now

20-25%

35-40%

Challenges in Operations Today

6

Lack of Integration between organizations and in processes

Poor call center performance

Difficult to determine root cause

IT Infrastructure now part of service

Not part of OSS

Increased Complexity

Too many tools, groups and processes

High cost passed on to customer

Impact on Innovation

Next Generation OSS Transformation For better Customer Experience

Netw

ork

op

era

tion

s

IP m

an

ag

em

en

t

IT In

frastru

cture

Man

ag

em

en

t

Current End State

Integrated Operations

Service Management

Domain specializations

Business view

Why? How fast?

Transformation

Functional view

What?

Technical viewHow?

Implementation view

With What?

Busin

ess P

roce

ss Auto

matio

n

HP Approach to help our Customers Reach Operations Excellence

• Global Delivery Factories

• Global Methods

• Local Teams close to customer

• Transformation Governance

• Financial Analysis, Optimization, Innovation

• Best-Practices

• Fulfillment, Assurance and Integration

• HP & Partner Software, HP Hardware

• Marketing leading IT and Telecom Management

Business Consulting

Delivery

Software solutions

HP NGOSS Software Solutions

Fulfillment• Automated

processes• Consolidated

across all technologies and services

Assurance• Customer-

Centric• Infrastructure

and Service health, SLAs, Customer Experience

• Automated and Improved problem resolution

Deployment Support• Packaged

solutions by telecom domain or applications

• Standardized integrations

• Business process and data models

Functions Addressed by HP NGOSS

Fault Management

Performance Mgt

Service Mgt

Problem Mgt

Assurance

Order management

Activation

Inventory

Change & Config.

Fulfillment

OSS Consolidation at Large LAC OperatorOpportunity

Consolidation of multiple operation centersBe able to offer services including triple-play that meet corporate customer SLAs, thanks to standardization and transformation of operations processes

Solution Benefits• HP Consulting and Delivery

services used a combination of the ITIL and eTOM reference models to deliver a TeMIP-based solution

• Seamless operation in all regions

• Optimize infrastructure use

• Scale economies (telco & IT infrastructure)

• Global visibility of service components

OSS Automation at Large North American Fixed OperatorOpportunity

Automation of Processes Automate problem resolution processes across wide range of systems

Solution Benefits• Based on HP TeMIP Solution now

interfaces to 60 systems and includes 135K rules

• From 1999-2007 $65M was invested, yielding estimated $1B cost savings

• Savings from staff reduction and reduced mean time to repair

New OSS/BSS for Mobile Start-upOpportunity

Service Launch and Control New Latin American Mobile Operator needed BSS/OSS for launch

Solution Benefits• HP Consulting, integrated

fulfillment and billing solution based on HP know-how, HP Software and partner products

• Gained 10% market share in 60 days

• Reduced cost of subscriber activation by 10 times

• Deployed in 60 days

In summary

• Transforming Customer Experience is an imperative

• Operational Excellence is an effective strategy to improve customer experience

• Key success factors−It is a transformational journey−It’s critical to act and to be concrete−Business process driven approach −Telecom and IT converged processes−Solid architecture and best of suite solutions

Achieving OSS Transformation with HP

Transformation Governance

IT & Telco Best In Class Solutions

Standards, Best Practices,

Knowledge

Local & WW Consulting and

Delivery

+YOU

HP Recognition from the Industry“DTAC’s primary goal is to provide a rewarding experience for our 19 million customers, and HP is an important partner in that effort“

Tore Johnsen, chief executive officer, DTAC

“M-Tel expects to enhance customer experience, especially for high-value corporate users, by using the HP solutions.”

Roni Babikian, head of the Network Operations Center

Winner of TMF 2007 Excellence Award, PROSSPERO Supplier for OSS/J“The winners distinguished themselves by their significant contributions to the industry at large and the …advancement of TM Forum best-practices”

Martin Creaner, President TM Forum

Analyst views of HP in OSS“With a solid background in integrated OSS/BSS, HP is ideally positioned to help service providers evolve toward a customer-focused approach to service assurance.” Ari Banerjee – Program Manager, Yankee Group, May 2009

“HP is again the market leader leveraging its strong position of HP …TeMIP deployments” — #1 in Telecom Service Management

OSS Observer Market Share, May 2008

“HP has definitely moved the banner forward. It has introduced… a number of customer-centric and technology focused solutions.

HP brings a number of strengths. They are recognized globally by …service providers which makes them a very strong competitor in this very quickly changing business world.”

Karl Whitelock – Senior Consulting Analyst Stratecast

Go NGOSS. Now.

www.hp.com/go/NGOSS

Communications and Media Solutions

www.hp.com/cms