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Service Level Management for Telcos with HP BTO Software
 

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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    Service Level Management for Telcos with HP BTO Software Service Level Management for Telcos with HP BTO Software Presentation Transcript

    • Session ID: BTOT-TU-1800/9
      Twitter hashtag #HPSWU
    • 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
    • TELCO SLAs
      A must for Managed Services Providers
      Far more complex than typical help desk SLAs or pure availability SLAs
      Needs solid operational platform
    • 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
    • TELCO Service Level Management System
      Operational Support System (OSS)
    • 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
    • Customer Network Monitoring with HP BTO Platform
      7
      Footer goes here
      Service Views for Customer Networks in HP OMU
    • SM – manage your infrastructure
      8
      Footer goes here
      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
    • TELCO Service Level Management System
      Business Support System (BSS)
    • 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
    • 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)
    • How does it all work together with BTO
    • Data Topology Flow
      13
      Footer goes here
      SLA Bus
      uCMDB
      Data Repository
      Network Topology Data
      OMU
      Service Navigator
      Service Manager
    • Alarm/Measurement Flow
      14
      Footer goes here
      Element Management Systems (Huawei, Alcatel, etc.)
      NNM
      OMU
      Service Manager
      Incidents
      Service Navigator
      SLA Bus
    • The overall Service Level Management Solution
      15
      Footer goes here
    • SLA Reports
      16
      Footer goes here
      SLA report contents are highly variable and depend on business requirements
    • SLA Reports
      17
      Footer goes here
    • SLA Reports
      18
      Footer goes here
      Detailed downtime report with exceptions and justifications
    • The Results
      The Business Value of the SLM Solution
    • Benefits seen by Telecom Companies
      20
      Footer goes here
      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
    • 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
    • Continue the conversation with your peers at the HP Software Community hp.com/go/swcommunity