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Evolución de los sistemas BSSOSS en el sector de las Telecomunicaciones

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  • To help you meet the “AND” challenge of leadership and deliver a transformed customer experience that will ensure growth in both revenue and profit, we focus our investment and innovation in four specific areas. These four strategic imperatives are our vision of how we can help you meet the leadership challenge and fundamentally transform your customers’ experiences. Beginning with infrastructure transformation and ensuring operational excellence, to capturing the real time insights from your network and business systems and quickly launching the most innovative service portfolios – our focus is to develop and deploy the technologies that can make these imperatives real. Let’s take a closer look at each of them.
  • The tidal wave of changes in the CME industry is having a major impact on the experience a Communications Service Provider delivers to their customers.In particular, the increasing role of IT in the end-to-end services, coming during the shift to Next Generation – IP-based networks means a huge increase in complexity in Operations:IT, IP and telecom infrastructure often have their own individual organizations, tools (Operations Support Systems) and processes, built up over years of company growth as well as mergers and acquisitions.(Arrow 1)The lack of integration and automation in these processes and organizations has a direct impact on Customer experience. For example, Call centers do not necessarily have a up to date view of network and service status end-to-end. One of our customers targets resolving call center calls 70% of the time on the first call. In order to achieve this level, they needed to transform and automate their back-office problem resolution processes. Ultimately problems cannot be fixed quickly since organizational barriers block the transfer of problem information and impede automation.Activating customer services across all of this mixed infrastructure is also more complex and prone to errors.(Arrow 2) IT infrastructure, such as servers, databases, applications and of course end user access devices which increasing behave like mobile computers, are all entering the service. Typically this infrastructure is owned and managed by the IT department rather than the Network operations, leading to the kinds of lack of integration problems highligted above. This also means its management my not be up to the same standard as the telecom part. Unlike telecom equipment IT infrastructure often lack instrumentation for management.Overall there is an increase in complexity, such that a simple customer problem (ie unable to access certain applications) may require detailed analysis of network transactions by a specialist to resolve.(Arrow 3) Too much of everything means higher costs and reduced ability to innovate: both impacting customer experience.
  • It has been my pleasure to spend some time talking about the passion that HP has for this industry, and that I personally have for the solutions and capabilities that the new Communications & Media Solutions business can bring to our customers. Passion AND execution … one more “AND” commitment from HP.
  • Transcript

    • 1. Transforming the Customer Experiencethrough Operation Excellence
      Philippe Leon
      DirectorNext Generation Operation Support Systems
    • 2. Today’s agenda
      Transforming customer experience… why?
      Operational Excellence …why?
      HP approach
    • 3. The Telecommunication industry was already challenging
      Competitors are unexpected
      The walls are down
      Customers are in control
      And now it gets even harder
      Time is short
      Budgets are tight
    • 4. Leadership implies transforming the customer experience… It has many imperatives
      Operational Excellence
      HP Next Generation OSS
      Transform the Customer Experience
      Service Innovation
      Infrastructure Transformation
      Real-Time Customer Insights
    • 5. Where does a NOC want to go?
      Today
      3 years from now
      10%
      30%
      40%
      Innovation
      60%
      20-25%
      Consolidation
      35-40%
      Operation
    • 6. Challenges in Operations Today
      6
    • 7. Business view
      Why? How fast?
      Functional view
      What?
      Technical view
      How?
      Implementation view
      With What?
      Next Generation OSS Transformation For better Customer Experience
      Transformation
      Current
      End State
      Network operations
      IP management
      IT Infrastructure Management
      Business Process Automation
      Service Management
      Integrated Operations
      Domain
      specializations
    • 8. HP Approach to help our Customers Reach Operations Excellence
      Business Consulting
      Delivery
      • Global Delivery Factories
      • 9. Global Methods
      • 10. Local Teams close to customer
      • 11. Transformation Governance
      • 12. Financial Analysis, Optimization, Innovation
      • 13. Best-Practices
      Software solutions
      • Fulfillment, Assurance and Integration
      • 14. HP & Partner Software, HP Hardware
      • 15. Marketing leading IT and Telecom Management
    • 16. Functions Addressed by HP NGOSS
      Assurance
      Fulfillment
      Order management
      Fault Management
      Activation
      Performance Mgt
      Inventory
      Service Mgt
      Problem Mgt
      Change & Config.
    • 17. OSS Consolidation at Large LAC Operator
    • 18. OSS Automation at Large North American Fixed Operator
    • 19. New OSS/BSS for Mobile Start-up
    • 20. In summary
      • Transforming Customer Experience is an imperative
      • 21. Operational Excellence is an effective strategy to improve customer experience
      • 22. Key success factors
      • 23. It is a transformational journey
      • 24. It’s critical to act and to be concrete
      • 25. Business process driven approach
      • 26. Telecom and IT converged processes
      • 27. Solid architecture and best of suite solutions
    • Transformation Governance
      IT & Telco Best In Class Solutions
      Standards, Best Practices, Knowledge
      Local & WW Consulting and Delivery
      Achieving OSS Transformation with HP
      +
      You
    • 28. “DTAC’s primary goal is to provide a rewarding experience for our 19 million customers, and HP is an important partner in that effort“
      Tore Johnsen, chief executive officer, DTAC
      “M-Tel expects to enhance customer experience, especially for high-value corporate users, by using the HP solutions.”
      RoniBabikian, head of the Network Operations Center
      Winner of TMF 2007 Excellence Award, PROSSPERO Supplier for OSS/J
      “The winners distinguished themselves by their significant contributions to the industry at large and the …advancement of TM Forum best-practices”
      Martin Creaner, President TM Forum
      HP Recognition from the Industry
    • 29. “With a solid background in integrated OSS/BSS, HP is ideally positioned to help service providers evolve toward a customer-focused approach to service assurance.”
      Ari Banerjee – Program Manager, Yankee Group, May 2009
      “HP is again the market leader leveraging its strong position of HP …TeMIP deployments” — #1 in Telecom Service Management
      OSS Observer Market Share, May 2008
      “HP has definitely moved the banner forward. It has introduced… a number of customer-centric and technology focused solutions.
      HP brings a number of strengths. They are recognized globally by …service providers which makes them a very strong competitor in this very quickly changing business world.”
      Karl Whitelock – Senior Consulting Analyst Stratecast
      Analyst views of HP in OSS
    • 30. Go NGOSS. Now.
      www.hp.com/go/NGOSS
    • 31. Communications and Media Solutions
      www.hp.com/cms