Service & Network Management

(1)

(2)

Service & Network Management

Introduction

(3)

Content

l

Requirements and Expectations.

l

Telecommunications Network Management (TMN)

l

Theory and Reality

l

Pressures for change: causes and results

l

Questions

l

Requirements and Expectations.

l

Telecommunications Network Management (TMN)

l

Theory and Reality

l

Pressures for change: causes and results

(4)

Service Expectations

Wire-line Cellular Data

Connection Activation

2 days to 5 years

Minutes

(no physical install)

Minutes

(no physical install) Outage Few minutes

per year(5/9’s)

Few minutes per month?

Several hours per month

Block,

Drop, Rate

Rare Common (x 100?) Very variable Pricing - Time &

distance - Some discounts

- Time, distance, roaming

- Many discounts & packages - Fixed recurring - Usage independent - Viewable on line Revenue collection Printed bill Internet a/c Pre-paid Printed bill By credit card

(5)

Delivery Promises

n

To Financier: promised profit.

n

To Financier: promised profit.

n

To end customer

:-uservice activation in promised time u the contracted services at the

contracted price

urobust and dependable…….five 9’s? u problems fixed in promised time

ubilling accurately, understandably, responsive.

(6)

l

Profit = Income - Costs (and some tax!)

l

Income

4No. of Customers *Revenue/Customer 4Interconnection charges & Transit Traffic

l

Costs:

4Network: Equipment and build

4Support & Facilities: IT, Planning, Buildings 4Sales & Operations:

People, Processes, Systems (BSS/OSS) 4Interconnection costs.

l

Profit = Income - Costs (and some tax!)

l

Income

4No. of Customers *Revenue/Customer

4Interconnection charges & Transit Traffic

l

Costs:

4Network: Equipment and build

4Support & Facilities: IT, Planning, Buildings

4Sales & Operations:

People, Processes, Systems (BSS/OSS)

4Interconnection costs.

Make a Profit: It’s easy!

(7)

‘Operations Means Test’

An organisation should be able to

positively answer four basic

questions regarding any service it

wishes to offer.

Do we have the Means to Activate This product or Service ?

Do we have the Means to Maintain This Product or Service ? Do we have the Means to Bill for This Product or Service ? Do we have the Means to Sell This Product or Service ?

(8)

Processes: the invisible ‘glue’

PRODUCT DEVELOP MENT Consumer NETWORK PLAN & PROVISION _Enabling Processes Processes that answer the operations means test. BILLING SERVICE ASSURANCE SALES and SERVICE PROVISION

Small & Medium Enterprise Corporate

(9)

Not so Easy! Sales/Service Provisioning

Product Catalogue CUSTOMER ORDER CREATION Billing function GENERAL SALES ORDERS DIRECT MARKETING SALES SUPPORT User Training User Requirements Customer Network Design MAJOR RFI/Q’s PROPOSALS ACCOUNTS ORDERS ORDERS OTHER CARRIERS SALES LEADS BID SUPPORT ORDERS ORDER MANAGEMENT Design Function

TESTING _{ADMINISTRATION}SERVICE DATA

Network Elements, Other Carriers, Customer Premises

Work and Force Management Network Knowledge repository ORDERS Contract Admin. Other Carriers Customer database

(10)

Sales/Activation: Residential ISP

CUSTOMER ORDER CREATION Charging GENERAL SALES ORDERS DIRECT MARKETING Technical SUPPORT User Training PC Configure ORDERS ORDERS ORDER MANAGEMENT SERVICE DATA ADMINISTRATION RADIUS, Email, DNS Network Knowledge repository ORDERS ContractAdmin. Other Carriers Customer database

(11)

Telecommunications Network Management:

The Idea

Telecommunications Network Management:

The Idea

Business Management Service Management Network Mgmt. Element Mgmt. Differentiation Standardization

The Networks

(12)

TNM: The Detail

Framework - layers and processes

FCAPS Vertical Processes - Fault, Configuration, Accounting, Performance, Security

Business, Service, Network, Element Layers Object Orientated Information

Hierarchy, Encapsulation etc

Management Information Model Management Info Base (MIB)

Formal description language GDMO etc Communication Protocol/Service

SNMP Simple Network Management Protocol. Internet standard.

CMISE/CMIP Rich but complex ITU set of communication services

(13)

Telemanagement Forum

Order Handling

Sales Invoicing/

Customer Care Processes

Service Development and Operations Processes

Network and Systems Management Processes

Collections Fulfillment Assurance Billing

Service Planning/ Development Customer Q O S Management Service Configuration Service Problem Resolution Service Quality Management Problem Handling Rating and Discounting Network Planning/ Development Network Provisioning Network Inventory Management Network Maintenance & Restoration Network Data Management

(14)

Fulfillment 1

l

Back office vs on line to CSR vs Customer

Self Service

l

Differences: Internet Access, Telephony,

Multiple Services

l

Speed of provisioning and activation

l

Errors and their consequences

l

Back office vs on line to CSR vs Customer

Self Service

l

Differences: Internet Access, Telephony,

Multiple Services

l

Speed of provisioning and activation

(15)

Fulfillment 2

KEY Activity Process/ Sub-process Assurance & Billing Processes C U S T O M E R Sales Order Handling Service Configuration Network Element Mgmt & Network Elements Inquiry Pre-order Order Configure Network Provisioning Assign/Activate Test Mgmt Test Workforce Mgmt Install Security Access 1 2 3 Order Request 5Assignment Request 6. 7 9 10 11 12 13Test Request 14 15 16Test Complete 17 18 Assignment Complete Other SPs’ 19Service 20 Network Inventory Mgmt Configure Network Config & Routing (Customer enabled reconfiguration) 3A

Selling Order Status and Completion

Order Status and Completion

Update Network Config Request

Element Config & Complete Network

Access Check & Complete

Perform Test & Test Data

8

Install Request &

Complete

Network Config. Complete Complete 20A 4 Service Inter/Intra Process/ Sub-process Interface Cross-FAB Domain Interface

(16)

Assurance 1

l

Fault Management

l

Traffic Management

l

Performance Management

l

Service Level Agreements (SLA)

l

Fault Management

l

Traffic Management

l

Performance Management

(17)

Assurance 2

Service Problem

Resolution Service Quality_Management

2. report degradation 8. report problem data 9. SLA impact to Fulfilment Processes Problem Handling 7. trouble report (Trouble Ticket) customer alert(TT) (SLA rebate, etc) to Billing Processes 3. (Network (Re) Configuration) Monitor SLAs Report Network Data Management 1.network data Network Inventory Management Allocate Resources Determine SLA Violations Network Maintenance & Restoration Decide Repair Test Isolate Root Cause 5.notify problem/fix 10. service impact Detect Fault Detect Perf/Traffic Problems 1.alarm/event data 4.Work order 6. (Service (Re) Configuration) Decide Repair

Network Element Management & Network Elements

Other Providers Customer QoS Management Key: Activities Processes

Cross FAB Process I/f Inter-process I/f Inter SP process I/f

(18)

Assurance 3: Fault Management

Network Build Network Operations Customer Premises Installations and Repair Call Operators 1st Line Fault Desk Installation management Installation. & Maintenance Teams Customer Service Network Operations Centre Repair Teams Customer ``` ``` ‘Service’ Fault Network Fault Full access Commissioning Tests KPIs Fault Improvement actions Management systems Customer Services

(19)

Assurance 4: SLA

Set and Monitor Bandwidth

Set and Monitor Availability

Set and Monitor Quality Monitor Response Modify SLA Calculate adjustments Generate Reports and Displays Resolve Complaints End Customer Residential End Customer Business Other Telecom Service Providers Other ISPs (buying access) Other ISPs (as content providers)

Content Providers Settlement Houses Fulfillment House End customer Managed Services End customer Outsource Call Centre

NOC

(Operate, Train & Transfer)

For simplicity, Associations of People and Use Cases have been left

(20)

Billing 1

l

Traditional vs ‘Hot Billing’

l

Single vs Multiple Services

l

Pre paid and Post paid

l

Discount plans

l

Bundle plans

l

Speed of change

l

Variety of Network Technology

l

Standardisation (or the lack of it!)

l

Traditional vs ‘Hot Billing’

l

Single vs Multiple Services

l

Pre paid and Post paid

l

Discount plans

l

Bundle plans

l

Speed of change

l

Variety of Network Technology

(21)

Billing 2

Network Data Management

1. network (usage) data

Rating & Discounting

Invoicing & Collection

2. Aggregated usage data 3. Summarized bill content Special discounts Customer (Billing inquiry & Payments)

Activate Billing Cycle

Customer Account 4. Generate

Bills Collect Invoice Rate Collect Discount Collate Aggregate from Fulfilment Processes (Ordering) from Assurance Processes (Problem Handling) SLA violations

Network Element Management & Network Elements

Other Providers

Key:

Activities Processes

Cross FAB Process I/f

Inter-process I/f Inter SP process I/f

(22)

Porting Overview

•ORDERING •PORTING •NUMBER ADMINISTRATION OP1 OP2 OP3 UK Model •ORDERING •PORTING PROVISIONING (a) •NUMBER ADMINISTRATION (Subsequent Porting) •ORDERING •PORTING PROVISIONING (b) •NUMBER ADMINISTRATION

(23)

Ordering Scenarios

l Successful Order – Single Line

l Successful Order – Multiline

l Failed and re-presented Successful Order

l Return to Range Holder

l Change Order

l Cancel Order

l Emergency Restoration Request

l Successful Order – Single Line

l Successful Order – Multiline

l Failed and re-presented Successful Order

l Return to Range Holder

l Change Order

l Cancel Order

(24)

Bi Lateral Porting

Number Administration Number Ranges OP1-XXX, OP1-YXX OP1-ZXX Exported numbers Number Porting Number Ranges OP1-XXX, OP1-YXX OP1-ZXX Exported numbers Other Operators Retailer Porting Provisioning (Activation) Number Administration Number Ranges OP2-MXX, OP2-NXX OP2-PXX Imported numbers Number Porting Number Ranges OP2-MXX, OP2-NXX OP2-PXX Imported numbers Porting Notification SP Ordering

Donor Op (OP1)

Recipient Op (OP2)

NA DB NA DB NP DB _NP DB NW DB NW DB

(25)

PortingProvisioning NPAC Ported Numbers Retailer Service SP Ordering

Donor Op (OP1) Recipient Op (OP2) Number Administration Number Ranges OP1-XXX, OP1-YXX, OP1-ZXX Exported numbers Number Administration Number Ranges OP2-MXX, OP2-NXX, OP2-PXX Imported numbers Other Operators Porting Provisioning (Activation) Porting Notification NA DB NW DB NP DB NW DB _NA DB

Centralised Porting

(26)

Number Portability Problems

l

Political Will

l

Corporate Will

l

Data base administration

l

Corporate information mismatch

l

Port Information mismatch

l

Finger trouble!

l

Political Will

l

Corporate Will

l

Data base administration

l

Corporate information mismatch

l

Port Information mismatch

(27)

Pressure for change: Services and Technology

- Always connected - Wide-band

- Data and Voice

- Always connected - Wide-band

- Data and Voice

Access

- Circuit switched voice

- Voice band data, lease line etc.

Service & Applications

Residential Small business

Large business

Voice, Mobility, Cable, Data & Internet Services

Customers

Data Wire Cable Radio

Discrete Networks

‘Bottleneck’

‘Service Enabler’

Packet networks

(28)

Pressure for Change: Enterprise Model

Consumer Consumer Customer Customer Service Provider Service Provider Connectivity Provider Connectivity Provider Retailer Retailer Service relationsship Connectivity relationsship =Business Relationsship Customer domain Provider domain

(29)

Summary

l Theory and Reality are rather different!

l Things are set to become more complicated in:

4Types of Network Equipment and rate of change 4Less standardisation

l Increasing demand for:

4Instant response (activation, billing etc)

4Multiple services, single managed infrastructure 4Customer Self Care.

l Forward planning is everything

l Despite the technological wonders, the most

common problems and the most difficult to solve -are interfaces and finger troubles.

l Theory and Reality are rather different!

l Things are set to become more complicated in:

4Types of Network Equipment and rate of change

4Less standardisation

l Increasing demand for:

4Instant response (activation, billing etc)

4Multiple services, single managed infrastructure

4Customer Self Care.

l Forward planning is everything

l Despite the technological wonders, the most

common problems and the most difficult to solve -are interfaces and finger troubles.