Alcatel-Lucent Managed Services
Operators have to continuously evolve their networks and be savvy about the use of technology to meet
the exploding bandwidth demand being created by today’s end users with their smartphones, devices,
and apps. More operators are investing in emerging technologies such as SDN/NFV to meet this demand
and to ensure that their networks are scalable and flexible to fulfill their end user needs. With this
shift in both technologies and increasing end user expectations, operators have to quickly evolve and
transform their network operations. They must focus on faster time to market, technology readiness, cost
optimization, and quality of services.
Alcatel-Lucent Managed Services assists customers through its solutions that are specially designed to
support operators with seamlessly managing the changing telecom industry (e.g., Telco- IT Consolidation),
with a focus on service management and customer experience management. Alcatel-Lucent Managed
Services are focused on service quality and end user experience while delivering speed, cost optimization
and quality of service. As the industry moves towards a more virtualized environment through software
defined networks, Alcatel-Lucent Managed Services is ready to deliver solutions that meet these
additional operational challenges.
The Alcatel-Lucent Managed Services Business is based on the following three pillars:
• An innovative and forward looking portfolio
• Standardized Delivery Blueprint
Managed services portfolio
The Alcatel-Lucent Managed Services Portfolio is designeduniquely to extend the benefits of traditional managed services with the value based service offerings in operations transformation, customer experience, cloud and security services and is categorized into four major domains: • Managed Network Services
• Innovative Technology Solutions Bundles • Managed Care Services
• Managed Telco-IT and Cloud Services
The design of our managed services portfolio is based on customers’ current and future requirements. The associated Alcatel-Lucent Managed Services delivery model is aligned to provide the right solutions to key customer challenges.
Market driven portfolio drives
required Managed services
delivery capability and standard
delivery Model
blueprint defines the standard service packagesencompassing end to end delivery requirements alcatel-lucent managed servicesblueprint model network management
domains organization governance
Performance management Service desk management
Fault management Inventory management Job catalog professional development delivery Managed services portfolio
Managed Telco-IT and cloud services Managed care services
(SOM & CEM) Innovative technology solutions bundles
(BOT) Managed network services
Managed services blueprint service packages Business enabler package
Migrate package Build
package packageOperate
alcatel-lucent managed services
blueprint model
fully integrated delivery structure providing unmatched performance
with 6 sigma level of excellence
network management
domains
organization
process
system
/ tools
Metrics
governance
Aligned with eTOM and ITIL
frameworkds Performance management Service desk management
Fault management Inventory management Field Force management
Job catalog professional development delivery centers • Governance
• Organization & Delivery Structure (people) • Processes
• Tools/systems
• Reporting (Metrics / KPIs)
Key components of the
managed services delivery model
Alcatel-Lucent Managed services standard delivery model is based on the following five key components:Managed services
operating principles
standardization knowledge sharing resource pooling lean operations• Optimization of standard workflows
• Delivery Centers handle multiple projects in a common way • Optimized tool and system investments
• Systematic sharing of Lessons Learned
• Proactive sharing of known issues across the global delivery organization • Implementation and continuous improvement of Best Practices
• Sharing key experts across multiple projects globally • Global standardized skill sets providing flexibility
Defined methodology to apply
standard delivery components
within Managed Services projects
• Standardized Processes & Measured Service delivery efficiency• End to End Responsibility through standard automation • Measured Effectiveness
Ms blueprint and the delivery Model components
each delivery component is developed based on the 3 key pillars:
• Standardize processes and provide metrics to measure performance for incident / problem / change management.
• Introduce the ‘Lean Six Sigma’ measuring service delivery efficiency based on processes & tools: Cycle Time, Standard Activity • Integrated Trouble Ticketing to allow flow through problem escalation, tracking and resolution
• E2E Responsibility of SLAs from both operational and technical perspective
• Coordinate Delivery Center-triggered problems Network Trouble Tickets & Customer Trouble Tickets • Measure Operational Service Availability
• Reporting Access Through Portal • Effectively Measure Service Delivery
standardized processes
& measured service delivery efficiency
end to end responsibility through
standard automation
Our delivery is supported by a comprehensive structure that brings multiple Alcatel-Lucent team together to support our customers’ network deployment and operations activities. Each team provides unique capabilities that are necessary components of a
successful end-to-end engagement. Working together as a cohesive organization, these teams provide seamless and efficient support to our customers’ networks and operations.
global service delivery (gsd):
With regional and local delivery centers, GSD teams are at the heart of managed services operations delivery, providing network surveillance and trouble resolution services to ensure our customer networks continue to function as expected. This organization also offers remote technical support staffed with network, product and solution experts capable of solving complex network issues, providing remote engineering, integration, provisioning and configuration management support.
Delivery structure
Provide repair and advance exchange service to the Customer advance exchange & repair Schedule and execute successful on site interventions field force Management Identify, analyze and deliver product fixes to Customer problem resolution network change Management Prepare & Execute intervention with minimum service disruption service request Management Welcome, Record & Route Customer service requests incident restoration Restore Customer regular service operations as soon as possible Prevent breakdown & failures of Customer operations preventive Maintenanceour key customer
facing processes
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Delivery structure
repair and exchange services organization:
Repair and Exchange services provide rapid replacement of damaged network elements or field replaceable components.
field services organization:
On-site technicians who support the repair and replacement of network elements and provide both preventive and remedial services.
local services organizations:
Support teams focused on managing specific customer technologies and third party contractual arrangements.
value creation drivers benefits to customers
• Continuously improve standardized operational
processes and support systems
• Enable global learning to be applied locally
• Reduce time and cost to introduce new products
and technology
• Reduce resource requirements through fewer
systems and the application of best practices
• Avoid unnecessary tools investment and
deployment, and accelerate operations readiness
• Proactively improve quality while eliminating
and streamlining work required to achieve
agreed outcomes
• Faster market, delivery,
time-to-profit through efficiency and getting it right the
first time
• Lower total cost of ownership and operations
(TCO) through avoidance of costly errors,
mistaken attempts, re-do’s, and through efficient
proven methodologies
• Improved quality and end-user experience
through fewer failures, errors, outages, faster
fault resolution, trouble avoidance techniques,
and a focus on service quality
• Reduced risk through predictable performance
and cost results that are tracked and managed
with effective KPIs and SLAs
alcatel-lucent is engaged with multiple customers covering multi-vendor and multi-technology environments. this experience adds significant value in the delivery of operational and business processes.
resulting alcatel-lucent managed services profile
