Customer-Centric Service Quality Management TTI Telecom © 2008 Duby Yoely VP, Marketing & solution engineering Email: duby@tti-telecom.com

Agenda The service quality gap HOWTO: closing the gap Network centric vs. business centric monitoring What’s between KPIs, KQIs & SLA? Best practice for service quality monitoring Creating the customer-centric NOC/SOC Case study

The service quality gap

HOWTO: closing the gap

Network centric vs. business centric monitoring

What’s between KPIs, KQIs & SLA?

Best practice for service quality monitoring

Creating the customer-centric NOC/SOC

Case study

The Service Quality Gap TTI Telecom © 2008 Translating needs into Quality of Service Customer needs and expectations Operator’s Engineering & Operations Customer Perception Customer Interpretation Customer Experience Relative to expectations Implementing Quality of Service Access SIP Control PSTN Access Core

Knowledge Standards Perceptions Understand what customers expect (Usage, Availability, Tech support, Billing, Customer care) Define Reasonable SLOs Educate customers to see reality of service Service usability and trends Define and Enforce benchmarks Specify standards that reflect expectations Closing Service Quality Gaps Delivery Ensure that service performance matches specs customer-centric service monitoring DHL Coca Cola Roamers

Delivery: What is Your Focal Point? Regional Report: MSC_TLV PDP Context Activation Errors Coca Cola DHL Roamers Customers Report: PDP Context Activation Errors Network Centric Business Centric

The SLA drives the definition of Key Performance Indicators (KPIs) at the service, application, system and network level SLA links the customer requirements to infrastructure requirements Perceptions: What’s between KPIs, KQIs & SLA? Network Availability Service Availability POP to POP Latency Backbone Latency Mean Time to Respond Mean Time to Repair Activation time What KPIs/KQIs result from the commitment? Network OMs Probes Network Alarms xDRs What Performance Data and metrics should be Collected?

The SLA drives the definition of Key Performance Indicators (KPIs) at the service, application, system and network level

SLA links the customer requirements to infrastructure requirements

Network Availability

Service Availability

POP to POP Latency

Backbone Latency

Mean Time to Respond

Mean Time to Repair

Activation time

Best Practice for Service Quality Monitoring Service Modeling Network, Service, Customer Calculation of KPI and KQIs Derived from multi domains (Network devices, Active probing, Passive probing, CDR/IPDRs, TTs) Be proactive with useable metrics From simple thresholds to advanced spikes and trends monitoring Quality of service alerts generation Drill down to isolate root cause Do my sessions meet quality expectations? How long does it take to connect? Why does my session keep dropping? How fast is my service restored? What performance level is my session operating at?

Service Modeling

Network, Service, Customer

Calculation of KPI and KQIs

Derived from multi domains

(Network devices, Active probing, Passive probing, CDR/IPDRs, TTs)

Be proactive with useable metrics

From simple thresholds to advanced spikes and trends monitoring

Quality of service alerts generation

Drill down to isolate root cause

Define the service parameters related to network elements or a service offering and impact customers’ perception SQM Backbone: Service Modeling

Define the service parameters related to network elements or a service offering and impact customers’ perception

VoIP signaling performance metrics indicating customers’ experience of the service KPI and KQIs: VoIP Example Session Initiation Session Progress Session Termination Session Disconnect Delay (SDD) Session Disconnect Failure (SDF) Cut-off Calls Answer Seizure Rate (ASR) Network Efficiency Rate (NER) Session Establishment Efficiency Rate (SEER) Session Establishment Rate (SER) Session Duration Time (SDT) Call Hold-Time (CHT) Ineffective Session Attempts (ISA) Session Defects/ million (SPM) Session Completion Rare (SCR) Session Success Rate (SSR) Call Completion Rate Call Success Rate (CSR) Registration Request Delay (RRD) Session Request Delay (SRD) Average hops/ INVITE (AHI) Post-Dial Delay (PDD)

VoIP signaling performance metrics indicating customers’ experience of the service

Session Disconnect Delay (SDD)

Session Disconnect Failure (SDF)

Answer Seizure Rate (ASR)

Network Efficiency Rate (NER)

Session Establishment Efficiency Rate (SEER)

Session Establishment Rate (SER)

Session Duration Time (SDT)

Ineffective Session Attempts (ISA)

Session Defects/ million (SPM)

Session Completion Rare (SCR)

Session Success Rate (SSR)

Call Success Rate (CSR)

Registration Request Delay (RRD)

Session Request Delay (SRD)

Average hops/ INVITE (AHI)

Post-Dial Delay (PDD)

Creating the Customer-Centric NOC/SOC Service management system is as good as the variety of data that is available to it A lot of efforts is needed in order get the right data! Unified mediation for data consolidation TTI Telecom © 2008 Network Indicators Non-Network Indicators Complimentary Service Related Data Customer Centric Service Management Performance measurements Active probes data xDR-based counters Trouble ticketing Billing data CRM statistics Planned Outage System Corresponding Services In-house monitoring tools

Service management system is as good as the variety of data that is available to it

A lot of efforts is needed in order get the right data!

Unified mediation for data consolidation

Performance measurements

Active probes data

xDR-based counters

Trouble ticketing

Billing data

CRM statistics

Planned Outage System

Corresponding Services

In-house monitoring tools

Case Study: TeliaSonera International Carrier Common PM system for all the technologies allows correlation of KPIs for the services that are implemented by multiple networks Netrac as core component for Telia’s SLA management TTI Telecom © 2008 Netrac FaM VoIP Network Ericsson AXE, AXD IP SLA (SAA) Cisco, Juniper Capacity Network Lucent, Marconi, Ciena, Alcatel Netflow Cisco Netrac PMM Netrac Mediation SNMP, CODA, XML, Netflow ASR ABR MHT Ndev Bloc Average Call Duration CCR Release causes Events Reports Device Availability Reports VPN Availability Reports Latency and Jitter Packet Loss Error Counts Voice Scores Netflow Statistics Thresholds Apply

Common PM system for all the technologies allows correlation of KPIs for the services that are implemented by multiple networks

Netrac as core component for Telia’s SLA management

ASR

ABR

MHT

Ndev

Bloc

Average Call Duration

CCR

Release causes

Events Reports

Device Availability Reports

VPN Availability Reports

Latency and Jitter

Packet Loss

Error Counts

Voice Scores

Netflow Statistics

Summary Integrate: service management system is as good as the variety of data that is available to it Focus: good service model improves customer centricity Identify: set benchmarks, apply the necessary mechanisms to alert of irregularities in advance Maintain : approach SQM as an on-going process TTI Telecom © 2008

Integrate: service management system is as good as the variety of data that is available to it

Focus: good service model improves customer centricity

Identify: set benchmarks, apply the necessary mechanisms to alert of irregularities in advance

Maintain : approach SQM as an on-going process

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