Successfully reported this slideshow.
Your SlideShare is downloading. ×

Latency Automation Service Enhancement Remedy (LASER) by Ts. Mohd Faizal Bin Abd Raup, Telekom Malaysia

Ad
Ad
Ad
Ad
Ad
Ad
Ad
Ad
Ad
Ad

Check these out next

1 of 28 Ad

Latency Automation Service Enhancement Remedy (LASER) by Ts. Mohd Faizal Bin Abd Raup, Telekom Malaysia

Download to read offline

Latency Automation Service Enhancement Remedy (LASER) is a system developed to monitor customer’s service performance. The key features of LASER are on the go alert notification, real-time latency monitoring and network script automation.

Latency Automation Service Enhancement Remedy (LASER) is a system developed to monitor customer’s service performance. The key features of LASER are on the go alert notification, real-time latency monitoring and network script automation.

Advertisement
Advertisement

More Related Content

More from MyNOG (20)

Recently uploaded (20)

Advertisement

Latency Automation Service Enhancement Remedy (LASER) by Ts. Mohd Faizal Bin Abd Raup, Telekom Malaysia

  1. 1. Latency Automation Service Enhancement Remedy (LASER) © Copyright 2022 Telekom Malaysia Berhad Private & Confidential Ts . MOH D FA I Z A L A B D RAU P Tel eko m Mal ay si a B erh ad
  2. 2. Network problem Latency issue Customer complaint Troubleshooting & Fine tuning Network resolve If team can detect latency issue We can avoid customer complaint Network Problem Cycle Internet user Internet cloud Content Server During Internet activity, there might be issue in the Internet cloud or network © Copyright 2022 Telekom Malaysia Berhad Private & Confidential BACKGROUND
  3. 3. WHY We have to solve this issue? Increase the productivity Added value to service Boost customer satisfaction  Number of complaint regarding latency & packet loss increase  Requirement for process automation  Potential new customer Reduce restoration cycle time  Provide visibility to network latency © Copyright 2022 Telekom Malaysia Berhad Private & Confidential
  4. 4. Problem Statement Delay in handling troubleshooting activities for latency and packet loss issue © Copyright 2022 Telekom Malaysia Berhad Private & Confidential
  5. 5. WHATis network performance? Packet loss: One or more packets fails to reach its intended destination Latency: How fast the contents within a pipe can be transferred from the client to the server and back LASER © Copyright 2022 Telekom Malaysia Berhad Private & Confidential
  6. 6. WHO involved in the incident? Network Operation Centre (NOC) Managing customers network 24 x 7 Corporate customers Customers those subscribing dedication bandwidth with TM LASER © Copyright 2022 Telekom Malaysia Berhad Private & Confidential
  7. 7. WHENthe issue happen? Incident time Can be anytime Prime time Malaysia’s peak Internet traffic is around 8pm to 10pm Malaysia’s Internet Peak Hours LASER © Copyright 2022 Telekom Malaysia Berhad Private & Confidential
  8. 8. WHERE the incident happen? Incident location Can be anywhere along the Internet path LASER © Copyright 2022 Telekom Malaysia Berhad Private & Confidential
  9. 9. WHY Network Operation Centre (NOC) - Limited visibility to the network performance - Manual intervention to check and monitor the network delay in troubleshooting? LASER © Copyright 2022 Telekom Malaysia Berhad Private & Confidential
  10. 10. HOWthe issues happened? 1. Network outage - Cable cut due to construction activities - Nature force - Sabotage 2. Limited Internet capacity - High usage during peak hours LASER © Copyright 2022 Telekom Malaysia Berhad Private & Confidential
  11. 11. SPECIFIC MEASURABLE ACTIONABLE REALISTIC TIME BASED TO REDUCE CYCLE TIME FOR TROUBLESHOOTING ACTIVITIES RELATED TO NETWORK LATENCY ISSUE BY 80% S.M.A.R.T Goal Setting © Copyright 2022 Telekom Malaysia Berhad Private & Confidential
  12. 12. Most Probable Cause Alternative Solution Conventional latency checking On the go alert notification Manual checking on fault Manual latency monitoring Real-time latency monitoring Regular latency checking Unable to do regular checking Network script automation Allocate more staff to check Latency Final Solution of the Problem leads by the various alternative solution Automation Service Enhancement Remedy DEVELOPMENT OF SOLUTION © Copyright 2022 Telekom Malaysia Berhad Private & Confidential
  13. 13. Features Description On the go alert notification  Telegram alert on the network incident  Email alert with detail latency statistic Real-time latency monitoring  Issue detected by the time it happen Network script automation  Checking done every 5 minutes non-stop LASER Features that improve the troubleshooting process Continuous latency checking Automatic error detection Real-time notification Consistent do it again and again Latency Automation Service Enhancement Remedy DEVELOPMENT OF SOLUTION © Copyright 2022 Telekom Malaysia Berhad Private & Confidential
  14. 14. 01 Email / telegram alert Customize guideline Latency status LASER monitoring & alert RESULT MONITORING
  15. 15. 02 Service verification / network tuning Latency spike LASER monitoring & alert RESULT MONITORING
  16. 16. 03 Alert cleared Latency back to normal LASER monitoring & alert RESULT MONITORING
  17. 17. 03 Alert cleared Latency record LASER monitoring & alert RESULT MONITORING
  18. 18. CONFORMANCE TO PLAN Significant improvement on troubleshooting cycle time after LASER implementation 0 50 100 150 200 250 300 Average troubleshooting time Development phase Troubleshooting time (minute) Trial phase Adjustment phase Monitoring phase Post Implementation Review (PIR) Before project Target Actual performance © Copyright 2022 Telekom Malaysia Berhad Private & Confidential
  19. 19. Target Achievement NOTIFICATION BUSINESS TEAM CUSTOMER SUCCESS Protect TM revenue Support TM Vision Increase productivity by 100%, no missed alarm Repetitive complaint reduced by 100% Real-time alert to NOC Improve troubleshooting activities by 80% © Copyright 2022 Telekom Malaysia Berhad Private & Confidential
  20. 20. Network Technical Assurance Centre Network Operation Command Centre Managing TM IP infrastructure, perform network and service analysis, initiate and track improvement plan • Senior Specialist • Network design & troubleshooting • Service Centric Operation • Customer experience analysis • Routing engineer • Traffic engineering and optimization • Fault analyst • Incident management and quality improvement Project Sponsor Muhammad Qusairy Project Advisor Mohd Azlan Project Leader Mohd Faizal Technical Support Mohd Zaihan Technical Support Paramesvaran Technical Support Maisarah TEAM LASER © Copyright 2022 Telekom Malaysia Berhad Private & Confidential
  21. 21. Current incident process and troubleshooting steps Start Received complaint from customer with problem symptom (Packet loss, latency etc) Received escalation from CNAC Yes CNAC Escalate to CNAC Problem persist? Closed No NTAC IPCORE Received escalation from CSOC. Perform first level troubleshooting CSOC Collect info and details of customer Verify with customer Troubleshooting activity and fine tuning ANALYSIS © Copyright 2022 Telekom Malaysia Berhad Private & Confidential
  22. 22. Start Received complaint from customer with problem symptom (Packet loss, latency etc) Received escalation from CNAC Yes CNAC Escalate to CNAC Problem persist? Closed No NTAC IPCORE Received escalation from CSOC. Perform first level troubleshooting CSOC Collect info and details of customer Verify with customer Troubleshooting activity and fine tuning Incident trigger by LASER LASER automation bypass the old process ANALYSIS Improved incident process and troubleshooting steps with LASER © Copyright 2022 Telekom Malaysia Berhad Private & Confidential
  23. 23. Troubleshooting cycle time comparison Average handling time (AHT) ANALYSIS © Copyright 2022 Telekom Malaysia Berhad Private & Confidential
  24. 24. a) Modify the process (before & after) b) Reduce cycle time c) Automation & digitalization 1. PROCESS SIMPLIFICATION a) Optimizing existing hardware b) Make use of available open source software c) USD25k cost avoidance from the in-house deployment 5. COST OPTIMIZATION a) Troubleshooting process improved by 81% b) Proactive network troubleshooting a) Attract new customers b) Provide value added services 3. CREATE OPPORTUNITY Staff can focus on troubleshooting or other important activities 4. INCREASE PRODUCTIVITY 2. IMPROVE CUSTOMER SATISFACTION Based on the strengths & opportunities in SWOT analysis, LASER has achieved the objectives MEETING THE OBJECTIVE © Copyright 2022 Telekom Malaysia Berhad Private & Confidential
  25. 25. 1) LASER dashboard installed to be used by NOC staff 2) Work Instruction (WI) to use LASER have been developed 3) Training to NOC staff executed from time to time STANDARDISATION Based on the PIR result, new adopted procedures being standardized and maintained © Copyright 2022 Telekom Malaysia Berhad Private & Confidential
  26. 26. ACHIEVEMENTS © Copyright 2022 Telekom Malaysia Berhad Private & Confidential Champion NOCC CIIC RISTEX 2020 – Gold Award RISTEX 2020 – i4.0 Award APIC 2020 – 5 Star Award, Top 20 best service sector ICQCC 2021 – Par Excellence Award
  27. 27. CONCLUSION Elements for the operational sustainability have been derived Customer Satisfaction Revenue Retaining Process Simplification Proactive troubleshooting Network history Real-time monitoring Auto detection Value Added Service Minimal deployment cost © Copyright 2022 Telekom Malaysia Berhad Private & Confidential
  28. 28. © Copyright 2022 Telekom Malaysia Berhad Private & Confidential

×