The document discusses how Customer Experience Management (CEM) can enable operational transformation for service providers. It advocates establishing a Service Operation Center (SOC) using a customer-centric approach focused on processes, organization, metrics, and platforms. A SOC centralizes service monitoring, problem resolution, and reporting to improve customer satisfaction by reducing complaint times and improving resolution rates. The document provides examples of how SOC transformation has benefited Asian operators by dramatically improving key performance indicators like mean time to repair.
Managed services take complexity off customers' shoulders while guaranteeing services work properly. They represent an attractive growth opportunity for telecom operators as prices for unmanaged connectivity decline. Operators have the assets to capture value from managed services by opening operating models and prioritizing customer problems, but many shy away from technical complexity or lack sales and delivery abilities for managed services.
ConcordantOne Tech offers fully integrated and semi-integrated NOC services to proactively monitor and manage networks 24/7. They have a dedicated team of experts to provide these services using ticketing systems and RMM tools. Their NOC services include 24/7 alert validation, alert management, backup management, performance monitoring, patch management, anti-virus monitoring, and after-hours maintenance.
Noc to soc transformation zeeshan ahmedZeeshan_Ahmed
The document discusses transforming a Network Operations Center (NOC) to a Service Operations Center (SOC). A SOC takes a more customer-centric approach to operations compared to a NOC which focuses on networks. Challenges in transformation include gaining executive support, assessing current customer experience maturity, and having no standard industry approach. Steps involve mapping processes to frameworks like eTOM and monitoring key performance indicators (KPIs) and quality of experience (QoE) factors. Vendor platforms that can support the transformation are also listed.
This document discusses key performance indicators (KPIs) and counters for long term evolution (LTE) radio access networks (RANs). It describes various accessibility KPIs such as RRC connection setup success rate, S1 connection setup success rate, and initial E-RAB setup success rate. It also covers retainability KPIs like call drop rate and E-RAB drop rate. Finally, it discusses mobility KPIs including handover success rates for intra-LTE, inter-eNB X2, and inter-eNB S1 handovers. Formulas and measurement points are provided for calculating each of these KPIs and counters.
It is often noticed that many of the software engineers who work in telecom domain, specially in application delevopment/testing, lag the insights to the complete picture. This results in lack of innovation in what they do and they forget to question - how can they do it better.
So for students of Telecom engineering and newbees into Telecom domain, it is essential to understand the basics of Telecom and to visualize the telecom domain as a whole. This will help them link their bit of contribution to the entire life cycle. Hopefully this presentation serves as a starter.
A Network Operations Center monitors the operation of hardware devices, software operating systems and applications. They also ensure IT services stay up and running and respond proactively to problems that may arise.
Here are the steps to solve this problem:
1) Calculate MAPL using propagation model (Hata, Cost231 etc.)
Given: Carrier freq = 900MHz, BS height = 30m, Tx power = 20W
Using Hata model, calculate MAPL
2) Calculate cell range using MAPL
Cell range = sqrt(MAPL/2)
3) Calculate number of cells required for 100sqkm area
Number of cells = Area/Cell area
Cell area = pi * (Cell range)^2
4) Number of sites = Number of cells
For the given parameters, the calculations would provide the number of sites required.
Managed services take complexity off customers' shoulders while guaranteeing services work properly. They represent an attractive growth opportunity for telecom operators as prices for unmanaged connectivity decline. Operators have the assets to capture value from managed services by opening operating models and prioritizing customer problems, but many shy away from technical complexity or lack sales and delivery abilities for managed services.
ConcordantOne Tech offers fully integrated and semi-integrated NOC services to proactively monitor and manage networks 24/7. They have a dedicated team of experts to provide these services using ticketing systems and RMM tools. Their NOC services include 24/7 alert validation, alert management, backup management, performance monitoring, patch management, anti-virus monitoring, and after-hours maintenance.
Noc to soc transformation zeeshan ahmedZeeshan_Ahmed
The document discusses transforming a Network Operations Center (NOC) to a Service Operations Center (SOC). A SOC takes a more customer-centric approach to operations compared to a NOC which focuses on networks. Challenges in transformation include gaining executive support, assessing current customer experience maturity, and having no standard industry approach. Steps involve mapping processes to frameworks like eTOM and monitoring key performance indicators (KPIs) and quality of experience (QoE) factors. Vendor platforms that can support the transformation are also listed.
This document discusses key performance indicators (KPIs) and counters for long term evolution (LTE) radio access networks (RANs). It describes various accessibility KPIs such as RRC connection setup success rate, S1 connection setup success rate, and initial E-RAB setup success rate. It also covers retainability KPIs like call drop rate and E-RAB drop rate. Finally, it discusses mobility KPIs including handover success rates for intra-LTE, inter-eNB X2, and inter-eNB S1 handovers. Formulas and measurement points are provided for calculating each of these KPIs and counters.
It is often noticed that many of the software engineers who work in telecom domain, specially in application delevopment/testing, lag the insights to the complete picture. This results in lack of innovation in what they do and they forget to question - how can they do it better.
So for students of Telecom engineering and newbees into Telecom domain, it is essential to understand the basics of Telecom and to visualize the telecom domain as a whole. This will help them link their bit of contribution to the entire life cycle. Hopefully this presentation serves as a starter.
A Network Operations Center monitors the operation of hardware devices, software operating systems and applications. They also ensure IT services stay up and running and respond proactively to problems that may arise.
Here are the steps to solve this problem:
1) Calculate MAPL using propagation model (Hata, Cost231 etc.)
Given: Carrier freq = 900MHz, BS height = 30m, Tx power = 20W
Using Hata model, calculate MAPL
2) Calculate cell range using MAPL
Cell range = sqrt(MAPL/2)
3) Calculate number of cells required for 100sqkm area
Number of cells = Area/Cell area
Cell area = pi * (Cell range)^2
4) Number of sites = Number of cells
For the given parameters, the calculations would provide the number of sites required.
24x7 NOC services are setup to meet your infrastructure support requirements. NOC Services delivers the monitoring and management services includes network monitoring, server monitoring, application monitoring, website monitoring and US and Global 24x7.
Advanced: True Fixed-Mobile Convergence (FMC) with 5G3G4G
A presentation/video looking at how true fixed-mobile convergence will be achieved in 5G. The main motivation for this tutorial is the fact that 5G is designed to enable access-neutral service availability. What this means is that 5G services in future will be available seamlessly not just over 5G NR but also over Wi-Fi and Wireless access networks.
The tutorial discusses:
• Untrusted non-3GPP access networks;
• Trusted non-3GPP access networks (TNAN);
• Wireline access networks;
• Non-5G-Capable over WLAN (N5CW);
• Access Traffic Steering, Switching and Splitting (ATSSS)
All our #3G4G5G slides and videos are available at:
Videos: https://www.youtube.com/3G4G5G
Slides: https://www.slideshare.net/3G4GLtd
5G Page: https://www.3g4g.co.uk/5G/
Free Training Videos: https://www.3g4g.co.uk/Training/
This document provides an overview of LTE functionalities and features. It begins with background on LTE development and standardization. It then describes the LTE network elements and interfaces, including the radio interface between UE and eNB. The document reviews the RRM framework and lists key RRM features, providing status updates on which features are ready in the current release or planned for future releases. It also includes roadmaps showing the planned features and timeline for LTE releases. The document appears to be an internal presentation on LTE technologies and the Nokia Siemens Networks product roadmap.
This document discusses trends, challenges, and solutions for mobile backhaul networks. It outlines the rapid bandwidth growth requirements for LTE, higher service demands including enterprise services and security, and increased O&M challenges. Huawei's LTEhaul 2.0 solution is presented as addressing these issues through features like proactive O&M, SDN virtualization, seamless multicast, and carrier-grade security. Specific technologies like eMBMS, small cell backhaul, Ethernet demarcation services, and IPSec solutions are also summarized.
This document describes an automated OSS/BSS solution that can configure and manage billing processes, data extracts, testing, operations, processes, and configurations through a single platform. It allows users to automate and schedule billing processes, customize data extracts for reporting, monitor tasks, and integrate across OSS/BSS systems. The solution is supported on mobile devices and designed for SLA monitoring, alerts and escalations, workflow automation, and seamless system integration. It includes pre-built products for order tracking, rating monitoring, business process monitoring, and system health checks.
Network slicing in 5G allows a single UE to connect to multiple network slices simultaneously. Each slice is identified by a Specific Network Slice Selection Assistance Information (S-NSSAI). The 5G core uses the S-NSSAI to select the appropriate functions like the Session Management Function (SMF) for each slice. This enables isolation of services and network functions on a per-slice basis. The Access and Mobility Management Function (AMF) is common across all slices, but the SMF and User Plane Function (UPF) can differ per slice. This facilitates customized network slices for different use cases and isolation of traffic and functions.
The document discusses telecommunication industry models and processes related to service and network assurance. It provides an overview of the Telecommunications Management Network (TMN) model and enhanced Telecom Operations Map (eTOM) model, describing their domains, layers, and how service and network assurance activities fit within them. It then lists key service and network assurance processes within eTOM, such as resource trouble management, performance management, and data collection/distribution, and provides high-level descriptions of each.
This document provides an overview of 4G and 5G architecture and their key differences. 4G uses technologies like LTE-A and WiMAX with data rates up to 3Gbps download and 1.6Mbps upload, operating in frequency bands between 1.8-2.6GHz. 5G is expected to have significantly higher data rates up to 10-50Gbps using technologies like BDMA and new frequency bands up to 300GHz to enable applications requiring low latency like VR. 5G aims to address limitations of 4G like higher capacity to support more users and IoT devices, as well as lower latency critical for applications like autonomous driving.
The document discusses key performance indicators (KPIs) for LTE networks. It describes KPIs related to accessibility, retainability, integrity, and mobility. Accessibility KPIs measure how successfully users can access the network, including session setup success rate, RRC connection success rate, and ERAB establishment success rate. Retainability KPIs evaluate how well services are retained once connected, such as call drop rate and ERAB drop rate. Integrity KPIs relate to throughput, including downlink and uplink throughput. Mobility KPIs cover handover success rates for different types of handovers between nodes. Formulas are provided for calculating many of the KPIs.
The document provides an overview of Huawei's Core-CS Network and the evolution of WCDMA networks from Release 99 to Release 5. It discusses key aspects of MSC pool networks including improved resource utilization, enhanced network reliability, and reduced signaling traffic. It also covers AOIP and AOTDM, noting that AOIP allows for end-to-end Transcoder Free Operation and uses lower-cost IP networks for transmission on the A interface user plane.
It is a handbook of UMTS/LTE/EPC CSFB call flows.
This document is originally edited by Justin MA and it is free to share to everyone who are interested.
All reference/resource are from internet. If there is any copy-right issue, please kindly inform Justin by majachang@gmail.com.
Thanks for your reading!
Best practices for building network operations centerSatish Chavan
The document discusses best practices for building a network operations center (NOC). Some key points:
- A NOC monitors and controls network activity from one or more locations. Early versions date back to the 1960s when AT&T opened centers to monitor switches and routes.
- Modern NOCs use network monitoring software and sophisticated systems to detect issues across multiple layers of the network before they impact the business.
- Maintaining skilled staff, efficient processes, integrated tools, automation, and a focus on performance, security and being proactive are characteristics of an effective NOC.
Describes key network elements and interfaces of LTE architecture. The steps of LTE/EPC Attach procedure are also illustrated.
Video at: https://www.youtube.com/playlist?list=PLgQvzsPaZX_bimBc5Wu4m6-cVD4bZDav9
The Long Term Evolution (LTE) is the latest step in an advancing series of mobile telecommunications systems. In this paper, authors show interest on the security features and the cryptographic algorithms used to ensure confidentiality and integrity of the transmitted data. A closer look is taken upon EPS confidentiality and integrity algorithms. The authors also defined AKA, AS and NAS security and key derivations during normal Attach process and Handover also.
This document outlines the process of cellular network planning and optimization. It discusses collecting radio network data through drive testing, analyzing network performance, and proposing solutions to issues or meet key performance indicators. The objectives of optimization are finding and correcting problems, meeting contract quality criteria, and iterative improvement of overall network quality without degrading other areas. Methodologies proposed include problem analysis, drive testing, simulation, and exporting data to map software to identify solutions.
The document discusses various LTE measurement parameters and procedures including:
1. The eNB reports a list of detected PRACH preambles and measures timing advance, average RSSI, average SINR, UL CSI, and transport BLER for RRM purposes.
2. UE measurements include CQI, RSRP, and RSRQ while eNB measurements include timing advance, RSSI, SINR, UL CSI, detected preambles, and transport BLER. Inter-RAT measurements are also discussed.
3. Examples of RSRP, RSRQ, and timing advance procedures are provided along with CQI measurement details. PLMN selection, cell selection,
Introduction of PS Core Network Elements and little bit of EPC/LTE Network. This is introductory slides pack for a 10 class/slides set for detail introduction of 2G/3G and LTE PS Core Network.
The document provides an overview of Huawei's Core-CS Network and the evolution of WCDMA networks from Release 99 to Release 5. It discusses key aspects of MSC pool networks including improved resource utilization, enhanced network reliability, and reduced signaling traffic. It also covers AOIP and AOTDM, noting that AOIP allows for end-to-end Transcoder Free Operation and uses lower-cost IP networks for transmission on the A interface user plane.
SVAM provides managed IT services such as application development and maintenance, remote infrastructure management, and database administration. It utilizes an onshore-offshore delivery model called CorrectShoreSM to deliver these services at a lower cost while maintaining quality. SVAM has experience across various technologies and works with clients in industries such as telecommunications and manufacturing.
The document discusses building an analytics-driven security operations center (SOC) using Splunk. It begins with an overview of challenges with traditional SOCs, such as efficacy, staffing, siloization, and costs. It then covers trends in security operations like increased capabilities, automation, use of threat intelligence, and threat hunting. The document outlines components of the security operations toolchain including the log data platform, asset inventory, case management, and common data sources. It presents Splunk as a nerve center for security operations that can provide adaptive security architecture, threat intelligence framework, advanced analytics, automated processes, and proactive hunting and investigation. Finally, it shares examples of how customers have used Splunk to build intelligence-driven SO
Increasing Revenue Through Improved Customer ExperienceQuEST Forum
This document discusses HKT's customer experience transformation journey in Hong Kong's highly competitive telecommunications market. It outlines initiatives such as establishing customer service centers, implementing a customer experience committee, and partnering with a solutions provider to improve processes. Examples are given of initiatives like empowering frontline staff to resolve billing inquiries faster, prioritizing maintenance to reduce complaints, and involving customers in testing to improve coverage. As a result, HKT saw increases in customer satisfaction, revenue, and market share along with reductions in churn and complaint rates. Key success factors included management commitment, employee motivation, focus on key metrics, and support from an experienced partner.
24x7 NOC services are setup to meet your infrastructure support requirements. NOC Services delivers the monitoring and management services includes network monitoring, server monitoring, application monitoring, website monitoring and US and Global 24x7.
Advanced: True Fixed-Mobile Convergence (FMC) with 5G3G4G
A presentation/video looking at how true fixed-mobile convergence will be achieved in 5G. The main motivation for this tutorial is the fact that 5G is designed to enable access-neutral service availability. What this means is that 5G services in future will be available seamlessly not just over 5G NR but also over Wi-Fi and Wireless access networks.
The tutorial discusses:
• Untrusted non-3GPP access networks;
• Trusted non-3GPP access networks (TNAN);
• Wireline access networks;
• Non-5G-Capable over WLAN (N5CW);
• Access Traffic Steering, Switching and Splitting (ATSSS)
All our #3G4G5G slides and videos are available at:
Videos: https://www.youtube.com/3G4G5G
Slides: https://www.slideshare.net/3G4GLtd
5G Page: https://www.3g4g.co.uk/5G/
Free Training Videos: https://www.3g4g.co.uk/Training/
This document provides an overview of LTE functionalities and features. It begins with background on LTE development and standardization. It then describes the LTE network elements and interfaces, including the radio interface between UE and eNB. The document reviews the RRM framework and lists key RRM features, providing status updates on which features are ready in the current release or planned for future releases. It also includes roadmaps showing the planned features and timeline for LTE releases. The document appears to be an internal presentation on LTE technologies and the Nokia Siemens Networks product roadmap.
This document discusses trends, challenges, and solutions for mobile backhaul networks. It outlines the rapid bandwidth growth requirements for LTE, higher service demands including enterprise services and security, and increased O&M challenges. Huawei's LTEhaul 2.0 solution is presented as addressing these issues through features like proactive O&M, SDN virtualization, seamless multicast, and carrier-grade security. Specific technologies like eMBMS, small cell backhaul, Ethernet demarcation services, and IPSec solutions are also summarized.
This document describes an automated OSS/BSS solution that can configure and manage billing processes, data extracts, testing, operations, processes, and configurations through a single platform. It allows users to automate and schedule billing processes, customize data extracts for reporting, monitor tasks, and integrate across OSS/BSS systems. The solution is supported on mobile devices and designed for SLA monitoring, alerts and escalations, workflow automation, and seamless system integration. It includes pre-built products for order tracking, rating monitoring, business process monitoring, and system health checks.
Network slicing in 5G allows a single UE to connect to multiple network slices simultaneously. Each slice is identified by a Specific Network Slice Selection Assistance Information (S-NSSAI). The 5G core uses the S-NSSAI to select the appropriate functions like the Session Management Function (SMF) for each slice. This enables isolation of services and network functions on a per-slice basis. The Access and Mobility Management Function (AMF) is common across all slices, but the SMF and User Plane Function (UPF) can differ per slice. This facilitates customized network slices for different use cases and isolation of traffic and functions.
The document discusses telecommunication industry models and processes related to service and network assurance. It provides an overview of the Telecommunications Management Network (TMN) model and enhanced Telecom Operations Map (eTOM) model, describing their domains, layers, and how service and network assurance activities fit within them. It then lists key service and network assurance processes within eTOM, such as resource trouble management, performance management, and data collection/distribution, and provides high-level descriptions of each.
This document provides an overview of 4G and 5G architecture and their key differences. 4G uses technologies like LTE-A and WiMAX with data rates up to 3Gbps download and 1.6Mbps upload, operating in frequency bands between 1.8-2.6GHz. 5G is expected to have significantly higher data rates up to 10-50Gbps using technologies like BDMA and new frequency bands up to 300GHz to enable applications requiring low latency like VR. 5G aims to address limitations of 4G like higher capacity to support more users and IoT devices, as well as lower latency critical for applications like autonomous driving.
The document discusses key performance indicators (KPIs) for LTE networks. It describes KPIs related to accessibility, retainability, integrity, and mobility. Accessibility KPIs measure how successfully users can access the network, including session setup success rate, RRC connection success rate, and ERAB establishment success rate. Retainability KPIs evaluate how well services are retained once connected, such as call drop rate and ERAB drop rate. Integrity KPIs relate to throughput, including downlink and uplink throughput. Mobility KPIs cover handover success rates for different types of handovers between nodes. Formulas are provided for calculating many of the KPIs.
The document provides an overview of Huawei's Core-CS Network and the evolution of WCDMA networks from Release 99 to Release 5. It discusses key aspects of MSC pool networks including improved resource utilization, enhanced network reliability, and reduced signaling traffic. It also covers AOIP and AOTDM, noting that AOIP allows for end-to-end Transcoder Free Operation and uses lower-cost IP networks for transmission on the A interface user plane.
It is a handbook of UMTS/LTE/EPC CSFB call flows.
This document is originally edited by Justin MA and it is free to share to everyone who are interested.
All reference/resource are from internet. If there is any copy-right issue, please kindly inform Justin by majachang@gmail.com.
Thanks for your reading!
Best practices for building network operations centerSatish Chavan
The document discusses best practices for building a network operations center (NOC). Some key points:
- A NOC monitors and controls network activity from one or more locations. Early versions date back to the 1960s when AT&T opened centers to monitor switches and routes.
- Modern NOCs use network monitoring software and sophisticated systems to detect issues across multiple layers of the network before they impact the business.
- Maintaining skilled staff, efficient processes, integrated tools, automation, and a focus on performance, security and being proactive are characteristics of an effective NOC.
Describes key network elements and interfaces of LTE architecture. The steps of LTE/EPC Attach procedure are also illustrated.
Video at: https://www.youtube.com/playlist?list=PLgQvzsPaZX_bimBc5Wu4m6-cVD4bZDav9
The Long Term Evolution (LTE) is the latest step in an advancing series of mobile telecommunications systems. In this paper, authors show interest on the security features and the cryptographic algorithms used to ensure confidentiality and integrity of the transmitted data. A closer look is taken upon EPS confidentiality and integrity algorithms. The authors also defined AKA, AS and NAS security and key derivations during normal Attach process and Handover also.
This document outlines the process of cellular network planning and optimization. It discusses collecting radio network data through drive testing, analyzing network performance, and proposing solutions to issues or meet key performance indicators. The objectives of optimization are finding and correcting problems, meeting contract quality criteria, and iterative improvement of overall network quality without degrading other areas. Methodologies proposed include problem analysis, drive testing, simulation, and exporting data to map software to identify solutions.
The document discusses various LTE measurement parameters and procedures including:
1. The eNB reports a list of detected PRACH preambles and measures timing advance, average RSSI, average SINR, UL CSI, and transport BLER for RRM purposes.
2. UE measurements include CQI, RSRP, and RSRQ while eNB measurements include timing advance, RSSI, SINR, UL CSI, detected preambles, and transport BLER. Inter-RAT measurements are also discussed.
3. Examples of RSRP, RSRQ, and timing advance procedures are provided along with CQI measurement details. PLMN selection, cell selection,
Introduction of PS Core Network Elements and little bit of EPC/LTE Network. This is introductory slides pack for a 10 class/slides set for detail introduction of 2G/3G and LTE PS Core Network.
The document provides an overview of Huawei's Core-CS Network and the evolution of WCDMA networks from Release 99 to Release 5. It discusses key aspects of MSC pool networks including improved resource utilization, enhanced network reliability, and reduced signaling traffic. It also covers AOIP and AOTDM, noting that AOIP allows for end-to-end Transcoder Free Operation and uses lower-cost IP networks for transmission on the A interface user plane.
SVAM provides managed IT services such as application development and maintenance, remote infrastructure management, and database administration. It utilizes an onshore-offshore delivery model called CorrectShoreSM to deliver these services at a lower cost while maintaining quality. SVAM has experience across various technologies and works with clients in industries such as telecommunications and manufacturing.
The document discusses building an analytics-driven security operations center (SOC) using Splunk. It begins with an overview of challenges with traditional SOCs, such as efficacy, staffing, siloization, and costs. It then covers trends in security operations like increased capabilities, automation, use of threat intelligence, and threat hunting. The document outlines components of the security operations toolchain including the log data platform, asset inventory, case management, and common data sources. It presents Splunk as a nerve center for security operations that can provide adaptive security architecture, threat intelligence framework, advanced analytics, automated processes, and proactive hunting and investigation. Finally, it shares examples of how customers have used Splunk to build intelligence-driven SO
Increasing Revenue Through Improved Customer ExperienceQuEST Forum
This document discusses HKT's customer experience transformation journey in Hong Kong's highly competitive telecommunications market. It outlines initiatives such as establishing customer service centers, implementing a customer experience committee, and partnering with a solutions provider to improve processes. Examples are given of initiatives like empowering frontline staff to resolve billing inquiries faster, prioritizing maintenance to reduce complaints, and involving customers in testing to improve coverage. As a result, HKT saw increases in customer satisfaction, revenue, and market share along with reductions in churn and complaint rates. Key success factors included management commitment, employee motivation, focus on key metrics, and support from an experienced partner.
Shandong Unicom partnered with Huawei to develop a user perception evaluation system to better understand and improve network quality. This system quantified quality of experience (QoE) factors, established key quality indicators (KQI) and monitored key performance indicators (KPI). Using this system, Shandong Unicom identified issues, optimized network segments, and improved services like MMS, web access, and streaming. These efforts led to fewer customer complaints and better quality of experience, enhancing Shandong Unicom's reputation and subscriber growth.
Tech Mahindra is a global consulting firm focused on the communications industry. For over two decades, it has helped telecommunications companies transform their operations and generate new revenue through services such as network design, testing, and managed services. The document discusses Tech Mahindra's expertise in LTE service assurance, which allows communication providers to monitor service performance end-to-end and identify issues in order to improve customer experience.
1. The document discusses key quality indicators (KQIs) and quality of experience (QoE) metrics for evaluating network performance from the end user perspective.
2. KQIs measure specific parts of the network system but don't necessarily impact user experience, while QoEs are calculated from performance metrics and indicate macro-level user perception.
3. The document lists examples of KQIs and QoEs including session setup success rates, throughput measures, latency, and abnormal call release rates.
The document discusses how businesses can transition from a traditional reactive customer approach to a more modern proactive approach using customer analytics and behavior patterns. It advocates understanding customer problems before they arise, segmenting and profiling customers based on their behaviors, and using real-time personalization based on analyzed patterns. The document also discusses considerations for ensuring systems and organizations are ready to support a modern customer analytics approach.
Operationalizing Customer Centricity: A Prescription for Building Brand Loyal...Cognizant
1) Healthcare payers are not meeting customer expectations for personalized, high-quality service across multiple channels. Customers want seamless experiences similar to other industries like retail.
2) To improve customer satisfaction and build loyalty, payers must redesign processes to be member-centric and deliver consistent experiences across all touchpoints using data and technologies.
3) By operationalizing member centricity, payers can gain insights into customer needs, improve processes, increase retention and sales, and reduce costs - leading to competitive advantage.
This document provides an overview of security operations centers (SOCs) including their evolution, how they work with security information and event management (SIEM) systems, and key aspects of running an effective SOC. It discusses how SOCs have developed from manual incident response to more automated workflows using SIEM systems. The document outlines typical SOC roles and responsibilities, components of an SOC workflow including detecting anomalies, generating alerts, and incident response. It emphasizes the importance of continual process improvement through gathering feedback, tuning systems, and refining processes.
3G & Beyond: What Lies Ahead for Performance Management?TTI Telecom
This document summarizes a presentation on performance management challenges for 3G and 4G mobile networks. It discusses the need to correlate performance issues across radio and IP domains to better understand customer experience issues. It also highlights the importance of defining and monitoring key performance indicators (KPIs) specified for LTE networks to track metrics like accessibility, mobility, throughput and latency. The presentation provides examples of using tracking area optimization and multi-service monitoring to improve quality of experience for customers.
Security operations center 5 security controlsAlienVault
An effective Security Operation Center provides the information necessary for organizations to efficiently detect threats and subsequently contain them. While eliminating the threats we face is an impossible goal, reducing the time it takes to respond and contain them is certainly achievable. Learn 5 security controls for an effective security operations center.
The document provides an overview of Kurt Salmon Associates (KSA) and their business intelligence planning services and methodology. KSA is a global management consulting firm that works with retail, consumer products, and healthcare industries. Their methodology involves assessing an organization's current information challenges and state, strategizing a future vision and roadmap, and designing an information architecture and technology solution through an iterative process.
This document provides an overview of an Analyzer LTE training course. The course teaches participants how to use the Spotlight and Analyzer software to analyze LTE network performance data and troubleshoot issues. It introduces key features of Spotlight and Analyzer, how to navigate the user interfaces, perform various analyses like coverage analysis and throughput analysis, and customize reports. The goal is to help users identify and address network problems to improve quality of service for subscribers.
Security Operations Center (SOC) Essentials for the SMEAlienVault
Closing the gaps in security controls, systems, people and processes is not an easy feat, particularly for IT practitioners in smaller organizations with limited budgets and few (if any) dedicated security staff. So, what are the essential security capabilities needed to establish a security operations center and start closing those gaps?
Join Javvad Malik of 451 Research and Patrick Bedwell, VP of Product Marketing at AlienVault for this session covering:
*Developments in the threat landscape driving a shift from preventative to detective controls
*Essential security controls needed to defend against modern threats
*Fundamentals for evaluating a security approach that will work for you, not against you
*How a unified approach to security visibility can help you get from install to insight more quickly
SOC presentation- Building a Security Operations CenterMichael Nickle
Presentation I used to give on the topic of using a SIM/SIEM to unify the information stream flowing into the SOC. This piece of collateral was used to help close the largest SIEM deal (Product and services) that my employer achieved with this product line.
Huawei's SEQ Analyst solution provides:
(1) A unified platform for service quality management, customer experience management, and network performance management. (2) Integration of multiple data sources for end-to-end visibility of networks, services, and users. (3) Business applications including planning, operations, customer care, roaming, and marketing.
Hosted PBX- Should You Be a Provider or a Reseller?NetSapiens
The growing demands for Hosted PBX services in the SMB and Enterprise markets have opened up profitable opportunities for service providers. It is easy to decide to capture these opportunities but how should you build your business model? In this webinar, we will discuss the differences in the two most popular strategies for entering into the Hosted PBX space and answer the question that many growing ITSPs have on their mind: "Should I be a provider or a reseller?"
Managed services provide a range of outsourcing options for technology and operations delivered by a specialist team. They include proactive monitoring, support and maintenance, helpdesk services, security services, and more. Adopting managed services can help businesses address challenges like cost control, regulatory compliance, skills shortages, and improving technology performance and availability. Managed services are delivered through an engagement framework that manages the IT infrastructure, services, security, and customer support.
This document discusses how SIP (Session Initiation Protocol) can help enterprises simplify business communications while lowering costs. SIP allows endpoints to discover, locate, and establish communication sessions for VoIP, video, gaming, and other applications. The SIP Session Manager acts as a centralized registrar and location server. It authenticates users, stores location information, and helps routing sessions. This simplifies network architecture and promotes interoperability while reducing costs. The document also discusses how SIP can improve customer contact centers through intelligent routing, customized wait experiences, self-service options, and proactive outbound communications - helping lower costs and enhance customer experience.
This document introduces a managed service framework called CloudSmart that IT service providers can use to monitor their customers' network performance and help them transition services to the cloud. CloudSmart includes continuous remote monitoring tools, baseline assessments, monthly reporting, and problem resolution. It is presented as a way for providers to generate recurring revenue, differentiate their services, and help customers adopt cloud-based solutions. Key stages of the CloudSmart service include initial scoping, baseline assessments, ongoing monitoring and reporting, and addressing any issues that arise. Suggested pricing guidelines are also provided.
Fusion - BMC Service Assurance & Automationjegasu
The document discusses BMC solutions for business service management including BMC Service Assurance and BMC Service Automation. BMC Service Assurance provides event-driven service monitoring and dynamic baseline correlation to identify issues. BMC Service Automation enables configuration and compliance management as well as application release management. Adopting BMC solutions can help organizations reduce costs, improve service quality, manage risk, and increase business impact.
Data center insights summit 2015 disruptive force of cloudscrbraun
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UiPath Test Automation using UiPath Test Suite series, part 5
soc
1. HUAWEI TECHNOLOGIES CO., LTD.
CEM as an Enabler of Service Provider Operational
Transformation
Ratko Vukovic, CEM Consultant
2. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 2
CEM – Business Management Tool
- Action based on stimulus
- No desire to plan
- Execution is disorganized with poor internal coordination.
- Reactive but have a set of processes and procedures that are used to react
- Planning is focused on how to react better and on optimizing these processes
- Spend extensive effort on analytics and anticipates the business needs
- Processes that are triggered having a degree of automation
- Well-documented processes extensive organizational coordination
- Long-term plans
- Proactive but also have information technology in place that are able to trigger change
automatically based on automated metrics analysis
that supports the company transformation to become a Proactive and Adaptive Organization
3. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 3
Network Vs Customer Centric (CEM) Approach
CEM, Customer Centric ApproachTraditional, Network/System Centric Approach
?
measurements
• It is measurements of customer experience independently of network and systems
to get a view on Organization, Processes, Systems and Networks that deliver the service
4. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 4
Customer Expect Transparency
”Disruptive” Technology (Skype)
Customer experience objective mesurements (agent) integrated with
the client
Subjective mesurements (surveys) are provided on break-up calls to
other networks (Skype-out)
Self Management to buy (minutes, terminals, accessories, etc) and
to get support
No Customer Care centre to call, only FAQ, technical support and
user forum
The solution can be inspirational but can not be copied
Skype and other ”call control providers” don’t take responsibility for
the most critical aspects of quality : access network
5. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 5
Responsibility & Care Evolution
STP
ISDN ISDN
SAPa SAPb
Customer Care
Pay
Become
Aware &
Select
Buy
UseGet Help
Loyalty
Customer Lifecycle Self Care
1970
My Mobile
My Services
2005
2012-2020
My WIFI
My Mobile(LTE)
Other Mobile/WIFI
NOC
SOC
6. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 6
Mesurement Strategy: Use of Service
BSC/RNC
GnGb/IuPS
Success, Time, IMEI
Errors, IMSI, Cell Success, Time, APN
Errors, IMSI, IMEI. Cell
PDP activation / res
Attach request / accept
Detach request / accept
PDP deactivate / res
Gb/IuPS
Probe
Service, Success, Time,
Errors, Time
HTTP connect / rep /ack
HTTP (post/get)/rep/ack
HTTP disconnect /rep/ack
Gn
Probe
HTTP, Streaming, etcSGSN GGSNMS
Transport KPIs (Jitter. Ploss, Latency, Usage, etc) Application protocols/
services (DPI)
DPI
Basic E-mail P2P VoIP Streaming IM
WAP SMTP (SSL) eDonkey Skype Out/In RTP/RTPS MSN
HTTP/HTTPS POP3 (SSL) Bittorent+ SIP, Diameter RealPlayer GoogleTalk
Facebook IMAP4 (SSL) FlashGet H323, MGCP MS_Media YahooMSG
Twitter Webmail Thunder Net2Phone Flash_Yahoo Skype IM
Radius MS_Exchange HotLine GoogleTalk PPLive ICQ
Gaming LotusNotes GNUTELLA Shutter YouTube Viber
Win_Update Blackberry DirectConnect UUCall AOL_Video Whatsapp
Battery usage,
Location (GPS)
RAT
CE
Agent
correlation
Subjective
(NPS Style)
Cell_Id
7. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 7
SOC is the Key for
Service & User Centric Operation Transformation
HUAWEI defines that :
The Service Operation Center(SOC) provides a service & user centric
operation capability that enables superior service experience and operational
efficiency, together with revenue & margin enhancement.
Customer centric approach in measurement is used to build IT systems which
together with set of processes constitute SOC.
8. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 8
SOC – Focal Point of Service Operation
AS-IS TO-BE 1: SOC As Buffer Dept.
TO-BE 2: SOC As Part of NOC 2.0
TO-BE 3: SOC As Part of Customer Care 2.0
9. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 9
Organization
CTO
NOC
FLM
P&E
SOC
Platform
Maintenance
Proactive
Surveillance
Predictive
Analysis
Demarcation
Help Desk
SOC
Optimization
Resolution
PlatformMetric
Customer
Experience
Service
Quality
Operation
Efficiency
• VIP Satisfaction
• Complaint Ratio
• MTTR
• Service KQI
• Voice, SMS, MMS,
Web, Wap, Email,
Streaming,
• Mean Time to
Demarcation
• Mean Time to
Troubleshooting
Process + Organization + Criteria + Platform
Process
Starts Transformation from 4 Pillars
10. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 10
Change Request
TT/Work request
Alarm Priority setting
Service Operation
Center (SOC)
Sales Account
Management
Network Planning
& Engineering
3rd Party Service
Providers
NOC
Customers
Telecom & IT Networks
Marketing
Customer Care
Responsible
Drive
Support
KQI/KPIAlarms
Provisioning
& SLA Support
Customer reported
Problems & Request
Problem resolution
Knowledge base
BI
Support
Reports/ Capacity
Expansion Request
New Site
Integration
problems escalations
Define External Process Interactions
Determine By Cases
Process Organization Criteria Platform
11. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 11
SOC
process
NOC
process
SIP
Managed
Network Design
Capacity
Management
Managed
Network
Planning
Huawei MSUP Functional Architecture
Operations Support &
Readiness
OPS
Fulfilment Assurance Billing
Work Force Mgt.
Spare Parts Mgt.
Configuration Mgt.
Operation
Acceptance
Supplier Mgt.
Provisioning
Release
Management
Billing
Mediation & Rating
Interconnected
Settlement
Service Desk
Network
Surveillance
Fault
Management
Performance
Management
Preventive
Maintenance
Enterprise Management
Managed
Network Rollout
Change Mgt.
Problem
Management
Invoicing
Account Receivable
Debt Collection
Infrastructure
Lifecycle Mgmt.
ISMS QMS SLM TrainingBCM
Strategy &
Commit
Network
Development
Network
Strategic
Planning
Service Delivery
Service
Strategic
Planning
Service
Development
Service Quality
Monitoring &
Demarcation
VIP Care
Service Quality
Reporting
Data Collection & Distribution
Knowledge
Management
Project &
Program
Management
Human Resource
Mgmt
Enterprise Effectiveness Mgmt.Enterprise Risk Mgmt.
Process is the CORE ELEMENT in Operation. During establishment, the detailed
processes should be tailored on-site to suit the finalised organisation.
3 Major Processes are
Certified by TMF eTOM
•VIP Care
•Service Monitoring
•Service Reporting
Process Framework: Mapping eTOM
Process Organization Criteria Platform
12. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 12
SOC
NOC
Service Quality Degradation Demarcation
Close SQDT
SQDT
3rd
Party
SP Mgmt.
SLA/OLA
3
Monitor VIP service
Quality
MTTC
MTTR
MTTV
Service
Reporting
Service
Demarcating
Service
Monitoring
Performance Mgmt.
Customer
Care
3
Service
DeskHelp Desk
Service
Desk
MTTD MTTT
Performance
Troubleshooting
Change
Mgmt.
Workforce
Mgmt.
Fault
Mgmt.
Report VIP
Service Quality
Customer
Care
SOC External
interface
SOC Internal
Interface
SQDT
Service Quality
Reporting Mgmt.
Service Quality
Reporting Mgmt.
VIP Complaint
VIP
Report
Example: VIP Care Process
Alarms for
abnormal Event
Proactive
Customer
CareReactive
Process Organization Criteria Platform
13. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 13
Manage Your Service Quality
KQI Dashboard for each service
Process Support
Platform Support
•Alarm Consolidation
•Impact Evaluation
•Trouble Ticketing Dispatch
•Threshold Adjustment
Service Monitoring Team
Demarcation &
Resolution
Support
Impact Evaluation &
Dispatch Trouble Tickets
Service Quality Monitoring & Reporting
Process Organization Criteria Platform
14. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 14
Manage Your Service Quality
GGSN
GMSC
HLR
SGSN
MGW & MSC
RNC
Cell/Node B
SMSC
PSTN/PLMN
Internet
5.4%User
50.6%Radio
5.3%CN
38.7%SP
Basic Demarcation
Deeper Demarcation
and Resolution
Support
Demarcation & Resolution Support
Process Organization Criteria Platform
15. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 15
SGSN
RNC
Iu-PS
Probe
Node B CHR
RNC CHR/MR
PS CHR
Problem Troubleshooting in Wireless Domain
RANCore
SP
Device 30%
5%
12%5%40%
8%
Poor Signal Coverage Pilot Pollution
UL/DL Interference Frequent Handover
RF Resource Overload Others
Deep Demarcation Analysis
RAN
issue
TOP critical cell & KQI
Fault location
(RF, Backhaul, antenna)
Root cause analysis by
geo-location
Service Problem Troubleshooting
Demarcation
•Send TT & Notification
TT to Optimization
Team
Service Problem Troubleshooting in Wireless domain(example)
Nastar
Process Organization Criteria Platform
16. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 16
Flexible
Formats
High Efficiency
Multi-Level Multi-
Objects
Tailored made
KQI Customization
By SMS/Email Sending
By
CXO/GM/Manager/Engin
eer levels
By PPT/Word/Excel By Traffic / Service Quality
By Daily/Weekly/
Monthly
Review the
Service Quality
Report
Send the Service
Quality Report to
related parties
Customize
Report
Template
Revise Service
Quality Report
Confirm whether to
Customize service
quality Report
Service Quality Reporting Management E2E Process
Generate
Service Quality
Report
Service Quality Reporting
Process Organization Criteria Platform
17. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 17
Operation
NOCFLM
P&E Front Office
Back Office
Performance
Management
AS-IS
Transformation
Design Your Organization
Example in Operator X
Process Organization Metric Platform
Operation
NOC SOC
Service Desk
User Care
(VIP/Group/Roaming)
Service Quality
Monitoring
Service Quality
Reporting
Platform Management
Strategy & Process
Service Optimization
Analysis & Demarcation
18. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 18
SmartCare CEM KQIs/KSIs
Voice WEB Browsing SMS MMS WAP
Networkand
Non-networkbased
• Perceived Call
Success Rate
• E2E Call Connection
Delay
• Perceived Call Drop
Rate
• Good Voice Quality
Rate
• Page Response
Success Rate
• Page Response
Delay
• Page Browsing
Success Rate
• Page Browsing Delay
• Page Download
Throughput
• SMS Origination
Success Rate
• SMS Origination
Delay
• SMS Termination
Success Rate
• SMS Termination
Delay
• MMS Send Success
Rate
• MMS Send Delay
• MMS Download
Success Rate
• MMS Receive Delay
• MMS Send
Throughput
• MMS Download
Throughput
• Page Response
Success Rate
• Page Response
Delay
• Page Browsing
Success Rate
• Page Browsing Delay
• Page Download
Throughput
Bill Payment Advice of Charge View Bill Add-on Top Up
• Service reliability
• Service accuracy
• Operation efficiency
of customer billing
• Service accuracy
• Keep customer
informed
• Channel operational
efficiency for advice of
charge
• Service accuracy
• Keep customer
informed
• Operational efficiency
for bill view
• Network provisioning
• Bill service
maintainability
• Bill operational
efficiency for Add on
• Service accuracy
• Operation efficiency
of top up
Process Organization Metric Platform
19. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 19
Huawei Managed Services (SOC)
It enables fast implementation of SOC functions buy
Deployment of CEM/SQM platform
Bringing expertise in technology and operational areas
Governance and processes according to the standards
and best practice
With set of consulting services assists CSP to
Improve/reshape the current processes
Build organization
Improve competence level
20. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 20
Success practice: Operator in Asia
22 million
End-users’ superior service
experience assured
68%
Overall complaint ratio
reduced
49%
MTTR reduced
55%
PS demarcation success
rate improved (from 34% to 89%)
112%
Data traffic increased in 6
months
9%
CS demarcation success
rate improved (from 76% to 85%)
Customer Challenges
Solution Implementation challenges:
• Time, Efficiency, Revenue, Satisfaction Improvement
• True Customer-Centric Operation Model Change
Solution Highlight
Process: NOC to SOC transformation, with Cross-silo Linkages Across
Network, Marketing, & Customer Care departments.
Value: Improved customer satisfaction by dramatic reduction in Customer
complaint handling time, and resolution success rate.
21. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 21
Key Points
CEM is approach in managing business
The business benefits of CEM/SQM monitoring systems can only be
achieved if the service performance measurements are accompanied with
the tools supporting service problem resolution and service reporting
The service monitoring, reporting and resolution needs to be
defined/implemented in terms of Process, Organization, Metrics and
Tools/Platform
SOC concept is the most effective organizational form to start the
transformation process and to achieve the business objectives