Alcatel-Lucent Managed Services Overview

Alcatel-Lucent Managed Services Overview

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 Operational excellence based on a focused organization, leveraging optimal processes, tools and improvement methodologies 2

Managed services portfolio The Alcatel-Lucent Managed Services Portfolio is designed uniquely 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 Managed services portfolio Managed Telco-IT and cloud services Managed care services (SOM & CEM) Innovative technology solutions bundles (BOT) Managed network services Evolution roadmap Value creation 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 Managed services blueprint service packages Innovate package Business enabler package Build package Migrate package Operate package Blueprint defines the standard service packages Encompassing end to end delivery requirements Alcatel-Lucent managed services blueprint model Network management domains Organization Governance Performance management Service desk management Fault management Inventory management Field Force management Aligned with etom and ITIL frameworkds Job catalog Professional development Delivery centers Process System / Tools Fully integrated delivery structure providing unmatched performance with 6 sigma level of excellence Metrics 3

Managed services operating principles Standardization Optimization of standard workflows Delivery Centers handle multiple projects in a common way Optimized tool and system investments Knowledge Sharing Systematic sharing of Lessons Learned Proactive sharing of known issues across the global delivery organization Implementation and continuous improvement of Best Practices Resource Pooling Sharing key experts across multiple projects globally Global standardized skill sets providing flexibility Lean Operations Optimized Cost Structure with automation and standardization Reduction of incidents, problems and impact on customer services Key components of the managed services delivery model Alcatel-Lucent Managed services standard delivery model is based on the following five key components: Governance Organization & Delivery Structure (people) Processes Tools/systems Reporting (Metrics / KPIs) Network management domains Performance management Service desk management Fault management Inventory management Field Force management Aligned with etom and ITIL frameworkds Alcatel-Lucent managed services blueprint model Organization Job catalog Professional development Delivery centers Process Governance System / Tools Fully integrated delivery structure providing unmatched performance with 6 sigma level of excellence Metrics 4

Defined methodology to apply standard delivery components within Managed Services projects Each delivery component is developed based on the 3 key pillars: Standardized Processes & Measured Service delivery efficiency End to End Responsibility through standard automation Measured Effectiveness MS Blueprint and the Delivery Model Components 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 & 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 Measured effectiveness 5

Delivery structure 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. Our key facing processes preventive Maintenance Prevent breakdown & failures of operations network change Management Prepare & Execute intervention with minimum service disruption RAP ITSM service request Management Welcome, Record & Route service requests CARES incident restoration Restore regular service operations as soon as possible Netcool field force Management Schedule and execute successful on site interventions FDM advance exchange & repair Provide repair and advance exchange service to the espares problem resolution Identify, analyze and deliver product fixes to Our key supporting tools 6

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. The local organizations include functions like Program Management, Technical Support, Engineering and Installation. 7

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. Value Creation Drivers Benefits to s 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 time-to-market, time-to-delivery, time-toprofit 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 Resulting Alcatel-Lucent managed services profile TECHNOLOGY INNOVATE TRANSFO RM CARE Market-leading Technology profile- Unmatched innovation UBB Platform and Optical / Routing and technology E2E Operations Ownership NW and Operations Transformation PSTN Transformation Vendor, Technology and Services Expertise EXPERTISE INNOVATE TRANSFO RM CARE Advance Service Delivery Model- Proven tools & processes 64% Improvement in MTBF 16-20% TCO Optimisation 25% Opex Optimisation 25% decrease in tickets 50% Reduction in MTTR EXPERIENCE INNOVATE TRANSFO RM CARE Real-world experience in Operations and Managed transformation +10 yrs of experience in transformation projects +300K multi-vendor network elements managed +20 yrs of experience in Managed Services www.alcatel-lucent.com Alcatel, Lucent, Alcatel-Lucent and the Alcatel-Lucent logo are trademarks of Alcatel-Lucent. All other trademarks are the property of their respective owners. The information presented is subject to change without notice. Alcatel-Lucent assumes no responsibility for inaccuracies contained herein. Alcatel-Lucent Copyright 2015 Managed Alcatel-Lucent. Services All rights - Overview reserved. PR1506011751EN 8