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The importance of networks in the customer experience: effective Service Assurance to maintain availability and minimize revenue loss…
Master Class, November 12th, 2013
Good Afternoon
11/19/2013 NetBoss Technologies, Inc. © Copyright 2010. All Rights Reserved. 2
1. Correlate events from network to service to impacted customers2. Determine Customer Quality by Analyzing End to End QoS:3. Enhance Business Analysis and Process Automation4. Automate End Customer Support Service
During today’s session we will walkthrough NetBoss Technologies EndCustomer Focused Solutions thatenable MTN to offer state of the artservices in a complex networkenvironment.
MTN Nigeria – Complex Network – Large Scale
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MPLS CORE
2G, 3G, 4G IP RAN
55 MILION
ENTERPRISEMPLS EDGE
SDH DWDM
SERVICE PLATFORMS
VOIP GPRS
SMSVAS INET
NTI – Market Driven
NTISOLUTIONS
• Demanding Customers• SLA Agreements & Penalties• 7 by 24 operations• Many Choices• More for less
• Network Evolution & Complexity• Legacy to brand new• 2G through LTE• TDM to ATM to IP• Chattering Network Elements• High frequency technology introduction• Wireless or Copper or Fiber Decisions• Information Overload• Scale
• Mobile Rich-Media Expectations• Fashion Accessory Churn• Quality of Experience• Visibility when behind a roaming partner• Configuration, Carrier Branding, Carrier Apps
• Home Network Complexity• Modem, Router, WIFI, STB, RGW, TV• “I can’t get Netflix”• Who do they call? • You, the Carrier!• Cost, but a revenue opportunity
• Maximize your customer’s experience leading to revenue
• Use number portability to get customers
• Use content and quality to keep them
• Meet SLA’s, eliminate penalties
• Proactively resolve issues before key customers experience them
• Apply your human capital effectively, field & support organizations
• Accurately dispatch truck rolls
• Highlight your areas of weakness, target resources
What’s Needed ?
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What’s the problem ?
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Why is the service out ?
What’s
problem ?
What’s the root cause of
the problem ?
Is this a priority
situation?
How many customers are / will
be affected?
Who should go to fix it, and where ?
Easy questions to ask, tough to answer!
XX
Current Limitations
11/19/2013 NetBoss Technologies, Inc. © Copyright 2010. All Rights Reserved.
I Fiber Cut
10s of Lamdas
100s of SDH layers
1000s of MPLS paths
What’s the Solution ?
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• Intelligence• High Value• Actionable• Service Views
• Network Views• Trending• Drill Down
• Service• Network• Link • Interface• Node
• Service Impact• Root Cause Identity• Noise Suppression
• Fault• Performance
Step 1 Eliminate the Clutter
Event Source
Event Source
Event Source
Event Source
Event Source
Event Source
Event Source
Mediation
Mediation
Mediation
Stream Correlated Alarm Handling Window
Alert 11
Alert 22 (3 events)
Alert 67
Alert 68
Alert 73
Alert 105
Alert 110
Alert 120
Alert 121
Alert 122
Counting
Auto Clear
Raw Alarm Handling Window
Alert 11
Alert 22
Alert 23
Alert 40
Alert 41
Alert 56
Alert 67
Alert 68
Alert 73
Alert 77
Alert 79
Alert 105
Alert 110
Alert 120
Alert 121
Alert 122
Stream Correlation Value Packs
Fleeting
Pattern Detection
Flapping
Auto Ticketing
Filtering & Mapping
Script Triggering
Step 1 Eliminate the Clutter
Step 2 Correlate with end-to-end Topology
Event Source
Event Source
Event Source
Event Source
Event Source
Event Source
Event Source
Mediation
Mediation
Mediation
Topology Correlated Alarm Handling Window
Root Cause
Contributory
Service Impact
Contributory
Sympathetic
IP/MPLS
WiMax
Raw Alarm Handling Window
Alert 11
Alert 22
Alert 23
Alert 40
Alert 41
Alert 56
Alert 67
Alert 68
Alert 73
Alert 77
Alert 79
Alert 105
Alert 110
Alert 120
Alert 121
Alert 122
+Topology Correlation
Value Packs
SDH
RAN
PDH
DWDM
Inventory
Environmental
Sympathetic
Root Cause
Contributory
Service Impact
Contributory
Sympathetic
Sympathetic
Filtering & Mapping
VAS
Step 3 : Tie to Services and Customers
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4G Video Unlimited
4G Internet Service
Alarms cry out Alarms cry out something’s wrong…
But what
NetBoss pinpoints the problem
NetBoss protects NetBoss protects revenue generating
services
Step 6 Inform Stakeholders
• Executive, PM• What’s status?• What’s getting fixed?
• Operations• Where are problems / changes• Deeper analytics / diagnostics
• Field• What/Where needs repaired• What’s priority
• End Customer• Automated Customer Service• Revenue Opportunity
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Information
Analysis
Action
Information & Automation flows to Four Distinct Users
Step 6 Executive Dash Board Views
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Performance
Real Time Alerts
Network ViewCustomer Services
Trouble Tickets Root Cause
Bottom Line
11/19/2013 NetBoss Technologies, Inc. © Copyright 2010. All Rights Reserved.
• Get and Keep Customers• Proactive Resolution of Network Failures• End customer dash boards
• Win-Win for MTN and MTN’s customers
• Tightly Manage Business Resources• Automated analysis of root cause• Accurate repair dispatch
• Generate new revenues• End customer dashboard fees
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ThankYou !