how ITIL is implemented in Telecom to provide various services

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

2. 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

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

4. 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

5. 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

6. 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

7. 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

8. BROADBAND SERVICE

9. Service Strategy

10. 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.

14. Financial Management

15. Service Design

18. SLA

24. SMS Gateway CommTech Inc.

31. How it Works Browser based sms

32. Enterprise SMS gateway

36. SLA

37. 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

38. 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

39. 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

40. 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

41. Phone Bill Alerts SMS Notifications

49. 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

56. BlackBerry Service Service Strategy And Service Design

58. 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

61. Demand Management & Financial Management - Charging

62. 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

64. Service Level Management Operation Level Agreement: With Networking team Underpinning Contract: With BlackBerry supplier. Service Level Agreement:

70. THANK YOU