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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