ITIL in Telecom part 2

-bridging the divides Rohit Raisinghani Shaswati Mukherjee Shreeji Doshi Utkarsh Verma Vijay Shukla

Service Portfolio Service Current Status Type Cost & pricing Dependencies Broadband Internet 6,00,00,000 High speed internet Catalogue Consumer/Enterprise Telephone Connections VOIP Catalogue Consumer High Speed Internet IPTV Pipeline Consumer High speed internet SMS Gateway 32,50,000 Consumer Internet connectivity Push/Pull Catalogue Consumer Enterprise Internet Connectivity Push/Pull Catalogue Enterprise Blackberry 1,00,00,0000 Cellular Connectivity Catalogue Consumer/Enterprise

Service Catalogue High Speed Internet VOIP IPTV Consumer Push Enterprise Push Pull Auto Bill Info Outstanding Bill Unbilled Usage Payment Confirmation Pull

High Speed Internet VOIP IPTV Client End User/Enterprise End User End User Components CPE CPE CPE & CAS Relationship with other services Telephone Connections High Speed Internet High Speed Internet Planned Start NA NA Q2 2008 Next Planned Change NA NA NA Planned Completion NA NA Q4 2009

Consumer Push Enterprise Push Pull Pull Client End Consumers Enterprise Components Server / Client browser Server/Enterprise server Relationship with other services BILL Alerts NA Planned Start NA NA Next Planned Change NA NA Planned Completion NA NA

Auto Bill Info Outstanding Bill Unbilled Usage Payment Confirmation Client End Consumer End Consumer End Consumer End Consumer Components Server/Database Server/Database Server/Database Server/Database Relationship with other services SMS gateway server SMS gateway server SMS gateway server SMS gateway server Planned Start NA NA NA NA Next Planned Change NA NA NA NA Planned Completion NA NA NA NA

Client Corporate customer Corporate customer Corporate customer Corporate customer Components Device & Server Device & Server Device & Server Device & Server Planned Start NA NA NA NA Next Planned Change NA NA NA NA Planned Completion NA NA NA NA

BROADBAND SERVICE

Service Strategy

Service Objective Provide high speed Internet connectivity (up to 8 Mbps) for both end users and business customers. Also to provide additional services like VoIP and IPTV.

Target Customers

Customers with existing connections

Enterprise customers for high end requirements and also for back up Internet connection

End-user customers with specific requirements

Value

Additional facilities VOIP and IP TV

Tie up with HCL for providing computers with the connection.

For IPTV service, CAS box is provided along with the package.

Demand Management

The demand estimate is as follows

60% of existing connections would opt for the DSL service

30 % increase in the number of connections

For meeting the above demand requirements:-

specialized packages for end-users and enterprise users.

for high usage

for capacity requirements

for specific application requirements

for duration specific business needs

segregation of resource allocation according to location, customer base, requirement.

Financial Management

Service Design

Measurement Design

Progress---increase customer accounts, emphasis on corporate clients

Effectiveness-- Timeline of connection establishment, Better plans for Business customers.

Efficiency- Bandwidth checking facility, account checking facility.

Sourcing options

Deployment team (Outsourced)

Tie-up with Network companies for components(routers, modems, splitters)

Security team (in sourced)

SLA

OLA

Underpinning Contract

The OLA would consist of agreement between the IT Security team and Customer Service Team

These contracts would be signed between Multi Sourced vendors and the company.

Capacity management

The current infrastructure has been designed to support ADSL2, & in case there is a requirement for increase in capacity the infrastructure can be expanded to support ADSL2+

Site reviews and updates

Business customer requirement analysis

Supplier management

There would be tenders invited for implementation and support of backbone infrastructure & for providing the CPE.

Tenders would also be invited for installation of Conditional Access System(CAS) for IP TV

The vendors would be selected on the basis of cost and their adherence of the underpinning contract(UC).

IT security

User would be required to log on using a unique user id and password to log on to account.

The authenticating servers would be monitored and maintained under purview of internal IT staff

Use of CHAP for authentication

IT service continuity management

Two landing stations in Mumbai and Chennai for carrying Internet traffic for the data to be routed through either the Pacific or Atlantic

For business customers traffic can be routed through a backup satellite communication

SMS Gateway CommTech Inc.

SMS Gateway provides businesses with a high quality interface to send and receive SMS messages. With SMS Gateway mobile messaging can be integrated through an API (Application Programming Interface) into the enterprise’s back-end infrastructure. This service enables enterprises to improve internal processes via SMS, by integrating mobile messaging into enterprise software and server systems using secure and reliable SMS infrastructure

Types:

Push – Enables the Businesses and users to send information as SMS to employees or affiliates.

Push/Pull – Allows authorized employees and affiliates to query and gather desired information in 2 way communication mode.

Services Enabled by Enterprise SMS Gateway

Office communications can be enhanced using SMS by integrating the Enterprise SMS Gateway into the company’s server infrastructure, such as Microsoft Exchange.

SMS services can be integrated into scheduling and travel systems, also in sales software (Amadeus, Sabre, Galileo) and HR systems (Peoplesoft, Sage).

Integration of SMS into server and data centers, for IT / production control to inform staff on problems, updates or failures.

Integration into CRM systems (SIEBEL, SAP, Peoplesoft, etc.)

Industry Sectors Using this Solution

Airlines, hotels and travel agencies

Large corporations, consulting and service companies

Emergency and health services

Educational and government institutions

Automobile and logistic companies

Retail and service companies, production units

IT services and telecoms

Value Proposition

You are free to design, develop and deploy your own applications and its not service provider dependent.

You can decide your own keywords for SMS applications.

Quick to deploy, easy to use, ready productive setup.

100% customer transparency with no lock-in period.

Highlights

Guaranteed delivery within 15 seconds

Countrywide coverage

SMS used into mission-critical applications, such as logistics and operations, as well as corporate communications.

Benefits

Enterprises take advantage of a higher quality of SMS sending which is suitable for mission-critical messaging.

SMS helps in reducing telecommunications costs, as well as enhancing efficiency in operational activities, such as logistics.

Scattered field-force can access and update centralised information database.

Online access and updation of information.

Anytime and anywhere access to useful information from mobile phones.

No investments in high-end handsets and operational training etc.

Inherent CDMA security plus application security through firewall.

Application can check unauthorised access to sensitive private information.

Operational and deployable across the industry verticals.

How it Works Browser based sms

Enterprise SMS gateway

Service Design

Scope

SMS Gateway serves as an interworking and relaying function of the message transfer between the External Short Messaging Entities (ESME's) and the Short Message Service Centers (SMSCs).

Capacity Management

multi threaded software architecture can support hundreds of messages per second depending upon the content personalization and user preferences.

Availability Management

high availability layer with redundancy and isolated fault zones can provide the needed availability for the platform. The software layer also supports minimum downtime software upgrade strategies.

Demand management

Browser based SMS

No more than 3 SMS allowed within 5 minutes.

Character limit of 120 characters per SMS

Enterprise gateway

Can send up to 1500 SMS per minute.

Provision for sending up to 3000 SMS per minute.

Security Management

Browser Based

Login and user authentication.

Captcha [ to avoid automated use ]

Enterprise Gateway

Devices to be registered before commencement or any operation.

SLA

Tariff Details – Push Messaging Head Proposed Price One time fees: Setup charges for configuration of SMS Gateway Special Number request subject availability (Optional) Rs. 5000/- As Applicable Recurring fees per month: Plan Charges Choice for port on SMS Gateway : 1. Non Returnable SMS Code 2. Returnable Code for 4-Digit dedicated port on gateway or 10 Digit dedicated routable port on Gateway Rs. 750/- Nil Rs. 250/- Usage Fees : SMS Usage Charges Nil for the first 1,000 messages per month

Additional SMS messages sent from SMS Centre will be charged as per the slabs below Sr. Min Range Max Range Rate/Message (paise) 1 1,001 5000 75 2 5,001 50,000 60 3 50,001 or more 45

Tariff Details – Push/Pull Messaging Head Proposed Price One time fees : Setup charges for configuration of SMS Gateway Special Number request subject availibility (Optional) Rs. 10,000/- As Applicable Recurring fees per month: Plan Charges Choice for port on SMS Gateway: 1. For shared port on gateway 2. For 4-Digit dedicated port on 3. For 10-Digit dedicated routable port on Gateway Rs. 1,000/- Rs. 100/- Rs. 150/- Rs. 250/- Recurring fees per month: Plan Charges Choice for port on SMS Gateway: 1. For shared port on gateway 2. For 4-Digit dedicated port on Tata Indicom gateway 3. For 10-Digit dedicated routable port on Tata Indicom Gateway Rs. 1,000/- Rs. 100/- Rs. 150/- Rs. 250/- Usage Fees : Pull SMS Usage Charges Pull SMS Usage Charges Nil Nil for the first 1,000 messages per month

Additional SMS messages sent from SMS Centre will be charged as per the slabs below : Organizational Expenditure for SMS gateway. Sr. Min Range Max Range Rate/Message (paise) 1 1,001 5,000 75 2 5,001 50,000 60 3 50,001 or more 45 Head Cost Infrastructure Cost 25,00,000 Operation cost 7,50,000 per annum

Phone Bill Alerts SMS Notifications

Service Objective

To provide upto date bill information to the consumers.

Organization View

Provide SMS Services with features and functions that meet End- User needs

More Customer

Saving

- Marketing Cost

- Support Cost

Earning

Customer View

Extra

Access with ease

Comfort

Time

Options

Organization View

Provide SMS Services with features and functions that meet End- User needs

More Customer

Saving

- Marketing Cost

- Support Cost

Earning

Target Audience

Prepaid Customer

Post Paid Customer

Pre Paid Customer

Prepaid

- Value added services

- Balance Enquiry

- Balance Alert

- Recharge Alert

- Service Alert

- Validity Alert

Post Paid Customer

Post Paid

- Monthly Bill Alert

- Reminder For Bill

- Bill Enquiry

- Acknowledgement

- Service Alert

Charging

VAS is charged(i.e. News, Astrology, etc)

3 Rs. Per Service

Balance and Bill alert service is free of charge.

Service Setup Subscriber Subscriber Billing Centre/Applicationservice center Maintenance and supervising Database Web service Mobile switching center Mobile switching center Mobile switching center SMS Gateway Caller ring back tone server Background music server Cellular network/SMS gateway bridge Base station subsystem Base station subsystem

Service Setup Requirement

Space for Server Setup

Specific technical Support team

Servers

Server Connectivity

Database Software & Hardware

Back Up Plan

SMS gateway

Specification of Requirements

Hardware

- PC

- Server

- Switches

- Router

- UPS

- Data Disks

Cont….

Software

- Database Software

- Server OS

- Application Software

- Backup Software

Risk

Reducing Server Downtime

Database failure

Congestion

Power Failure

Update

Recovery Plan

Technical Support team

Backup

Capacity monitor

Regular Update & Testing

Business Continuity Plan

Adding New Services on Time

Providing Reliable service

Capacity Augmentation

Providing Service without Interruption

BlackBerry Service Service Strategy And Service Design

Service Strategy

BlackBerry solutions are designed to increase the efficiency of business by providing wireless access to phone, email, browser, calendar, contacts, task lists and business applications – all of this on a single device.

Target Audience: Designed for business use and targeted to corporate customers.

“ with a BlackBerry you do not have to be confined to your desk. You can seamlessly and conveniently access corporate information, respond to mails, upload information anytime anywhere.”

SN Benefit Gain Means for You 1 Increased productivity (minutes per day) 57 minutes per day Get more during working hours 2 Personal time recovered (minutes per day) 43 minutes per day Achieve balance between personal and professional life 3 Increased efficiency of subordinates post BlackBerry due to enhanced workflow 38% Enhanced productivity of team Lesser time to go to market 4 Saving in turn around time for response 78 minutes per week Provide faster response times for your customers and partners

Service Portfolio Management

Service Catalog-

Email

Voice

Wireless Internet

Organizer

Solutions

Messaging

Instant Messaging

Service Portfolio Management

Service Pipeline-

Bluetooth

ERP Application

Value Added Service: mWallet, iHelp, Number Masking

Demand Management & Financial Management - Charging

Service Design Sector Nature of Application Financial Services SFA (New Account Creation), Insurance Claim & Policy logging, Workflow Approval Media In field data collection Manufacturing Services Access Production Data Logistics Fleet Management, Location Based Services Service Industry Production and Inventory data update

Service Catalog Management