Ericsson's document outlines the transformation of network operations towards a zero-defect vision, emphasizing the integration of artificial intelligence and automation to manage increasing complexity and demand on network quality. It highlights a holistic approach that leverages analytics and machine learning to anticipate and address network issues proactively, thus improving stability and user experience. The collaboration between human expertise and machine intelligence is crucial for effective fault isolation, software management, and overall operational efficiency.

1. Ericsson Internal | 2017-04-13 | Page 1
Ericsson
support
Services
Towards a
Zero-defect
Network vision

2. Ericsson Internal | 2017-04-13 | Page 2
ongoing Industry transformation
Society and industries
evolution demanding more
capable networks serving a
massive amount of new use
cases
Emergence of future networks
including IP based converged
core, virtualization, and mix of
radio standards, bands and
layers
A new highly scalable and agile
operations built on concepts
like artificial intelligence and
automation requiring new
competence and skills
Market Technology Operations

3. Ericsson Internal | 2017-04-13 | Page 3
Master IMPACTS ON NETWORK OPERATIONS
WITH A TRANSFORMATION PARTNER
Evolving needs increase
demand on network quality
Latency tolerance
300 to 10
milliseconds
Massive amounts of data to
analyze
1000-fold increase of
data to be analyzed in
real time
Virtualization and network
evolution drive increased
complexity
A single problem
could trigger alarms
in multiple domains
Increased pace of changes
in the network
Software changes have
been tripled in 12 months
(Tier 1 Operator, Europe)
Manage new
technologies and
legacy networks

4. Ericsson Internal | 2017-04-13 | Page 4
Combining human and machine
to solve the challenges
But need human creativity
and guidance
But need the raw power of
processing big data
Human master context with
competence and experience
Machines manage complexity
through AI and automation
ENGINEERED
INTELLIGENCE

5. Ericsson Internal | 2017-04-13 | Page 5
towards a Zero-defect
network vision
We are your operations transformation partner
Achieving
World-class
network
operations
Higher
network
stability
Artificial
intelligence
and
automation
Engineered
Intelligence approach
Highly
collaborative
delivery model
Modularized
offering for
customer
needs
Better
end-user
experience

6. Ericsson Internal | 2017-04-13 | Page 6
Ericsson support Services
Holistic approach and new capabilities to address increasing challenges
Enabled by analytics, machine learning and global expert intelligence
Leverage analytics to
anticipate cause of issues
before happening
Apply network level real-
time diagnosis in complex
hybrid network
Prevent impact by
systematic handling of
software changes
Predict & Prevent
Operators can preempt
incidents and
increase network
stability
Isolate & Recover
Operators can achieve
speed and quality in
fault isolation and
recovery
Analyze & Change
Operators can keep
good control of
software changes
in the network

7. Ericsson Internal | 2017-04-13 | Page 7
Predict and prevent
Be proactive in network operations to improve user experience
Predict complex
issues through deep
learning analysis
Early detection
Predictive analytics
Detect issues by
looking at selected
parameters
Prioritized actionable
recommendations
Automated recovery
Prevent emergencies
Mitigate degradation
Address repeat
offenders
Prevent
Big data analytics
and deep learning
Data collection and
analytics
Analytics in CSDP*
• Prepare data
• Machine training
• Incident analysis
• Algorithm
development
Knowledge input
Big data (business,
network, external)
Selected business
driver and network
data
Data input
*Customer Service Delivery Platform
Predict

8. Ericsson Internal | 2017-04-13 | Page 8
Analyze and change
Keep control of software changes coming into the network
Software
leveling
Improve
functionality
Introduce new
capability
• Impact analysis
• Deploy software
• Lifecycle mgmt.
tool in CSDP* › Recommendations for capacity investment
and network resource distribution
› Business best practices input and
implementation
› SW vulnerability analysis
› NW evolution advice
CSDP
Handle software changes systematically Analytics for continuous improvement
*Customer Service Delivery Platform

9. Ericsson Internal | 2017-04-13 | Page 9
isolate and recover
Act quickly to minimize impact on services and end-users
- Reinvention of the process
- Frontend owns the resolution end-to-end
- Increased collaboration and transparent processes
- AI in CSDP to classify problem for further analysis
- Real-time resource visibility for fast engagement
Connected
Engineer
Analytics and
automation
First contact
resolution
- Work as ONE team with essential expertise
- Collaboration across domains enabled by CSDP*
- Same access to all relevant information and insights
Improved by
three reinforcing
innovations
*Customer Service Delivery Platform

10. Ericsson Internal | 2017-04-13 | Page 10
Improving operators business
Achieve world-class network operations
Powered by
Predict & Prevent
Powered by
Isolate & Recover
before leading to
critical incidents,
highly reducing
impact on end-
users
Entel, Chile
achieved in large-
scale trial in live
network
Operator trial
from 4 hours to
60 minutes
Globally
implemented
of complex issues
in Cloud, down
from days
Operator pilot
~85% ~75%
Issues
preempted
or handled
Reduction
of time
to recovery
Powered by
Analyze & Change
in Core and Radio
networks
Tier 1 operator,
Nordic region
99.9%
Success rate
of software
changes
Engineered Intelligence
approach in Support Services
delivers tangible results
>90%
Prediction
accuracy
<30
Minutes E2E
fault isolation

11. Ericsson Internal | 2017-04-13 | Page 11
Ericsson support Services
Close collaboration for continuous improvement
› Get closer to the Zero-defect network vision
› Higher network stability and better end-user experience
› Increased competitive advantage
Customer needs in
Predict & Prevent
Customer needs in
Isolate & Recover
Customer needs in
Analyze & Change
Modularized offering for customer-unique service package

12. Ericsson Internal | 2017-04-13 | Page 12