Service & Network Management

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2 Service & Network Management Introduction

3 Content Requirements and Expectations. Telecommunications Network Management (TMN) Theory and Reality Pressures for change: causes and results Questions

4 Service Expectations Connection Activation Outage Block, Drop, Rate Pricing Revenue collection Wire-line Cellular Data Wire-line Cellular Data 2 days to 5 years Few minutes per year(5/9 s) Minutes (no physical install) Few minutes per month? Minutes (no physical install) Several hours per month Rare Common (x 100?) Very variable - Time & distance - Some discounts Printed bill Internet a/c - Time, distance, roaming - Many discounts & packages Pre-paid Printed bill - Fixed recurring - Usage independent - Viewable on line By credit card

5 Delivery Promises To Financier: promised profit. To end customer:- service activation in promised time the contracted services at the contracted price robust and dependable.five 9 s? problems fixed in promised time billing accurately, understandably, responsive.

6 Make a Profit: It s easy! Profit = Income - Costs (and some tax!) Income 4No. of Customers *Revenue/Customer 4Interconnection charges & Transit Traffic Costs: 4Network: Equipment and build 4Support & Facilities: IT, Planning, Buildings 4Sales & Operations: People, Processes, Systems (BSS/OSS) 4Interconnection costs.

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

8 Processes: the invisible glue Corporate Small & Medium Enterprise Consumer SERVICE ASSURANCE SALES and SERVICE PROVISION BILLING Processes that answer the operations means test. NETWORK PLAN & PROVISION PRODUCT DEVELOP MENT Enabling Processes

9 Not so Easy! Sales/Service Provisioning Product Catalogue DIRECT MARKETING ORDERS ORDERS User Training User Requirements GENERAL SALES SALES LEADS BID SUPPORT SALES SUPPORT ORDERS Billing function Customer database ORDER CREATION Contract Admin. Other Carriers PROPOSALS RFI/Q s MAJOR ACCOUNTS OTHER CARRIERS ORDERS Design Function ORDER MANAGEMENT ORDERS Work and Force Management Customer Network Design TESTING SERVICE DATA ADMINISTRATION Network Knowledge repository CUSTOMER Network Elements, Other Carriers, Customer Premises

10 Sales/Activation: Residential ISP ORDERS DIRECT MARKETING ORDERS GENERAL SALES ORDERS Charging ORDER CREATION Contract Admin. User Training PC Configure Technical SUPPORT Customer database Other Carriers ORDERS ORDER MANAGEMENT SERVICE DATA ADMINISTRATION Network Knowledge repository CUSTOMER RADIUS, , DNS

11 Telecommunications Network Management: The Idea Business Management Differentiation Service Management Network Mgmt. Element Mgmt. The Networks Standardization

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 Fulfillment Assurance Billing Sales Order Problem Customer Invoicing/ Handling Handling QOS Collections Management Customer Care Processes Service Planning/ Development Service Configuration Service Problem Resolution Service Quality Management Rating and Discounting Service Development and Operations Processes Network Planning/ Development Network Provisioning Network Inventory Management Network Maintenance & Restoration Network Data Management Network and Systems Management Processes

14 Fulfillment 1 Back office vs on line to CSR vs Customer Self Service Differences: Internet Access, Telephony, Multiple Services Speed of provisioning and activation Errors and their consequences

15 Fulfillment 2 C U S T O M E R Order Status and Selling Completion 1 Sales 3A 2 20A Inquiry 20 Order Status and Completion 3 Order (Customer enabled reconfiguration) Network Config Request Network Access Check & Complete Network Config & Routing Configure Security Access 6. Order Handling Pre-order Order Network Provisioning Assign/Activate 17 Network Config. Complete 8 7 Install Request & Complete 13 Test Request 16 Test Complete Workforce Mgmt Install 19 Service Complete 9 10 Element Config & Complete Network Element Mgmt & Network Elements Service Configuration 4 Service Request Configure 5 Assignment Request 18 Assignment Complete Update Test Mgmt Test Other SPs Network Inventory Mgmt Perform Test & Test Data KEY Activity Assurance & Billing Processes Process/ Sub-process Cross-FAB Domain Interface Inter/Intra Process/ Sub-process Interface

16 Assurance 1 Fault Management Traffic Management Performance Management Service Level Agreements (SLA)

17 Assurance 2 t o F u l f i l m e n t P r o c e s s e s c u s t o m e r a l e r t ( T T ) 6. ( S e r v i c e ( R e ) C o n f i g u r a t i o n ) 7. trouble report (Trouble Ticket) 3. ( N e t w o r k ( R e ) C o n f i g u r a t i o n ) Network Inventory Management Allocate Resources 4.Work order Problem Handling Service Problem Resolution 5.notify problem/fix Detect Fault Report Decide Repair 10. service impact Decide Repair 8. report problem data Network Maintenance & Restoration Test 1.alarm/event data Isolate Root Cause Customer QoS Management Determine SLA Violations 9. SLA impact Service Quality Management Monitor SLAs 2. report degradation Network Data Management 1.network data Network Element Management & Network Elements ( S L A r e b a t e, e t c ) t o B i l l i n g P r o c e s s e s Key: Activities Processes Other Providers Cross FAB Process I/f Inter-process I/f Inter SP process I/f Detect Perf/Traffic Problems

18 Assurance 3: Fault Management Customer Customer Premises Installations and Repair Customer Services Call Operators 1st Line Fault Desk KPIs Fault Improvement actions ``` ``` Network Operations Installation management Installation. & Maintenance Teams Tests Service Fault Management systems Network Build Network Fault Full Commissioning access Customer Service Network Operations Centre Repair Teams

19 Assurance 4: SLA End Customer Residential Set and Monitor Bandwidth Set and Monitor Availability Other Telecom Service Providers End Customer Business Set and Monitor Quality Other ISPs (buying access) Monitor Response Other ISPs (as content providers) End customer Managed Services Modify SLA Content Providers End customer Outsource Call Centre For simplicity, Associations of People and Use Cases have been left out of this diagram Calculate adjustments Generate Reports and Displays Resolve Complaints Settlement Houses NOC (Operate, Train & Transfer) Fulfillment House

20 Billing 1 Traditional vs Hot Billing Single vs Multiple Services Pre paid and Post paid Discount plans Bundle plans Speed of change Variety of Network Technology Standardisation (or the lack of it!)

21 Billing 2 from Fulfilment Processes (Ordering) Activate Billing Cycle Customer Account Invoicing & Collection Collect Invoice 4. Generate Bills Customer (Billing inquiry & Payments) Special discounts 3. Summarized bill content from Assurance Processes (Problem Handling) SLA violations Rating & Discounting Discount Rate 2. Aggregated usage data Other Providers Network Data Management 1. network (usage) data Aggregate Collate Collect Key: Activities Processes Network Element Management & Network Elements Cross FAB Process I/f Inter-process I/f Inter SP process I/f

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

23 Ordering Scenarios Successful Order Single Line Successful Order Multiline Failed and re-presented Successful Order Return to Range Holder Change Order Cancel Order Emergency Restoration Request

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

25 Centralised Porting NPAC PortingProvisioning Ported Numbers Porting Notification NP DB Porting Provisioning (Activation) Retailer Service Number Administration Number Ranges OP1-XXX, OP1-YXX, OP1-ZXX Exported numbers NA DB Donor Op (OP1) NW DB SP Ordering Other Operators NW DB Recipient Op (OP2) Number Administration Number Ranges OP2-MXX, OP2-NXX, OP2-PXX Imported numbers NA DB

26 Number Portability Problems Political Will Corporate Will Data base administration Corporate information mismatch Port Information mismatch Finger trouble!

27 Pressure for change: Services and Technology Customers Small Large Residential business business Voice, Mobility, Cable, Data & Internet Services Discrete Networks Data Wire Cable Radio Service & Applications IP Packet networks - Circuit switched voice - Voice band data, lease line etc. Bottleneck - Always connected - Wide-band - Data and Voice Service Enabler Access

28 Pressure for Change: Enterprise Model Customer domain Customer Provider domain =Business Relationsship Retailer Retailer Service relationsship Service Service Provider Consumer Connectivity relationsship Connectivity Provider

29 Summary Theory and Reality are rather different! Things are set to become more complicated in: 4Types of Network Equipment and rate of change 4Less standardisation Increasing demand for: 4Instant response (activation, billing etc) 4Multiple services, single managed infrastructure 4Customer Self Care. Forward planning is everything Despite the technological wonders, the most common problems - and the most difficult to solve - are interfaces and finger troubles.

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