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Service Level Management for Telcos with HP BTO Software

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An overview of service level management for teleco company SLAs

An overview of service level management for teleco company SLAs

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  • 1. Session ID: BTOT-TU-1800/9
    Twitter hashtag #HPSWU
  • 2. Speaker Name: George Petrides and Lefty Kreouzis
    Date: 30/11/2010
    Session ID: BTOT-TU-1800/9
    Service Level Management for Telcos with HP BTO Software
  • 3. TELCO SLAs
    A must for Managed Services Providers
    Far more complex than typical help desk SLAs or pure availability SLAs
    Needs solid operational platform
  • 4. SLAs are more than reporting
    SLA Management and Support
    Know what your infrastructure is doing
    Manage the fault resolution process
    Ability to offer/support what you have committed
    SLA Measurements
    Measure the status of your SLOs
    SLA Reporting
    Report on the SLA status periodically
  • 5. TELCO Service Level Management System
    Operational Support System (OSS)
  • 6. Customer Network Monitoring
    6
    HP Confidential
    Consolidation of Events from Element Management Systems around the country
    Centralize the network monitoring of access network
    Filter and correlate events related to the SLA Customers
    Provide Service Views for Customer Networks
    Forward alarms to support areas through automatically assigned incidents
    Complex infrastructure component topologies offer the service, needing complex fault correlation rules
  • 7. Customer Network Monitoring with HP BTO Platform
    7
    Footer goes here
    Service Views for Customer Networks in HP OMU
  • 8. SM – manage your infrastructure
    8
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    Proactively manage your infrastructure by automatically creating incidents for SLA impacting faults
    Route Incidents to Appropriate support groups
    Consolidate needed SLA configuration information to speed up fault resolution
    Unify and streamline team communication
    Provide a single process repository to help operational KPI reporting
    Service Views and CIs for Customer Networks in SM
  • 9. TELCO Service Level Management System
    Business Support System (BSS)
  • 10. SLM Business Support Systems
    10
    HP Confidential
    Provisioning
    Mediation, Rating, Billing
    Network Topology Inventory (various sources)
    Order Management
    SLA Bus
    uCMDB
    Reports
    CRM
    Service Manager
    Billing Data
    Alarms
    Topology Data
  • 11. Parallon SLA Bus
    11
    Footer goes here
    A Middle Ware for HP BTO Software to build and manage SLAs
    Controls the SLA Data Warehouse
    Builds Dynamically the Customer Service Views (Service Trees)
  • 12. How does it all work together with BTO
  • 13. Data Topology Flow
    13
    Footer goes here
    SLA Bus
    uCMDB
    Data Repository
    Network Topology Data
    OMU
    Service Navigator
    Service Manager
  • 14. Alarm/Measurement Flow
    14
    Footer goes here
    Element Management Systems (Huawei, Alcatel, etc.)
    NNM
    OMU
    Service Manager
    Incidents
    Service Navigator
    SLA Bus
  • 15. The overall Service Level Management Solution
    15
    Footer goes here
  • 16. SLA Reports
    16
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    SLA report contents are highly variable and depend on business requirements
  • 17. SLA Reports
    17
    Footer goes here
  • 18. SLA Reports
    18
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    Detailed downtime report with exceptions and justifications
  • 19. The Results
    The Business Value of the SLM Solution
  • 20. Benefits seen by Telecom Companies
    20
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    Increase availability for customer networks and meet your SLA set in the contract (or keep paying the customer money back…)
    Efficient support delivery
    Cut the time needed to find root cause and data about customer network from hours to minutes
    Support more business with the existing operational staff
    Increase of Managed Services Revenue and improve the company’s image in the market
  • 21. Thank You
    Any Questions please email:
    George Petrides george.petrides@parallon.com
    Lefty Kreouzis lefty.kreouzis@parallon.com
    Parallon
    Athens Greece, Dubai UAE, Nicosia Cyprus
  • 22. Continue the conversation with your peers at the HP Software Community hp.com/go/swcommunity