Service Level Management for Telcos with HP BTO Software
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©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice Session ID: BTOT-TU- 1800/9 Twitter hashtag #HPSWU
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Transcript of Service Level Management for Telcos with HP BTO Software
©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
Session ID: BTOT-TU-1800/9 Twitter hashtag #HPSWU
©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
Speaker Name: George Petrides and Lefty KreouzisDate: 30/11/2010Session ID: BTOT-TU-1800/9
Service Level Management for Telcos with HP BTO Software
TELCO SLAsA must for Managed Services Providers
Far more complex than typical help desk SLAs or pure availability SLAs
Needs solid operational platform
SLAs are more than reportingSLA Management and Support•Know what your infrastructure is doing•Manage the fault resolution process•Ability to offer/support what you have committed
SLA Measurements•Measure the status of your SLOs
SLA Reporting•Report on the SLA status periodically
TELCO Service Level Management System
Operational Support System (OSS)
6 HP Confidential
Customer Network Monitoring
– Consolidation of Events from Element Management Systems around the country• Centralize the network monitoring of access network
• Filter and correlate events related to the SLA Customers
– Provide Service Views for Customer Networks
– Forward alarms to support areas through automatically assigned incidents
– Complex infrastructure component topologies offer the service, needing complex fault correlation rules
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Customer Network Monitoring with HP BTO Platform
Service Views for Customer Networks in HP OMU
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SM – manage your infrastructure
Service Views and CIs for Customer Networks in SM
– Proactively manage your infrastructure by automatically creating incidents for SLA impacting faults
– Route Incidents to Appropriate support groups
– Consolidate needed SLA configuration information to speed up fault resolution
– Unify and streamline team communication
– Provide a single process repository to help operational KPI reporting
TELCO Service Level Management System
Business Support System (BSS)
SLM Business Support Systems
10 HP Confidential
uCMDBSLA Bus
Service Manager
CRM
ProvisioningNetwork Topology Inventory (various sources)Order
Management
Mediation, Rating, Billing
Reports
Topology Data Alarms Billing Data
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Parallon SLA Bus
– A Middle Ware for HP BTO Software to build and manage SLAs
– Controls the SLA Data Warehouse
– Builds Dynamically the Customer Service Views (Service Trees)
How does it all work together with BTO
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Data Topology Flow
Network Topology Data
uCMDBData Repository SLA Bus
OMU
Service NavigatorService Manager
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Alarm/Measurement Flow
NNM
SLA Bus
OMU
Service Navigator
Service Manager
Element Management
Systems (Huawei, Alcatel,
etc.)
Incidents
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The overall Service Level Management Solution
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SLA Reports
– SLA report contents are highly variable and depend on business requirements
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SLA Reports
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SLA Reports
– Detailed downtime report with exceptions and justifications
The ResultsThe Business Value of the SLM Solution
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Benefits seen by Telecom Companies
– Increase availability for customer networks and meet your SLA set in the contract (or keep paying the customer money back…)
– Efficient support delivery • Cut the time needed to find root cause and data about customer network from hours
to minutes
• Support more business with the existing operational staff
– Increase of Managed Services Revenue and improve the company’s image in the market
Thank YouAny Questions please email:
George Petrides [email protected]
Lefty Kreouzis [email protected]
ParallonAthens Greece, Dubai UAE, Nicosia Cyprus
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