service assurance and fulfillment in oss · pdf fileslide title 70 pt capitals slide subtitle...

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CAPITALS

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João silva

CD OSS/BSS

SERVICE FULFILLMENT AND ASSURANCE IN OSS

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Ericsson Internal | 2012-12-19 |

› Ericsson

– An History of communication

– Ericsson Portugal

› OSS/BSS Overview

– OSS/BSS in a nutshell

– Market drivers

› Service Fulfillment

– Challenges

– Portfolio

› Service Assurance

– Challenges

– Portfolio

› Summary

– Q & A

Agenda

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› http://www.youtube.com/watch?v=bo

4hE2AjDjs&feature=youtu.be

An History Of Communication

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An History Of Communication

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Historic highlights portugal

› 1911 Ericsson presence through agent › 1953 Local Ericsson company established › 1992 First GSM contract from Telecel (now Vodafone Portugal) › 1997 Supply agreement with third GSM operator, Optimus TMN selects Ericsson as radio supplier for their GSM network › 2001 Awarded UMTS contracts with all 3 mobile operators: Optimus, TMN and Vodafone. Global Partnership Agreement with Portugal Telecom Group. › 2002 First major contract outside the country, with Unitel – Angola. › 2005 Major outsourcing contracts with Optimus and Oni. › 2006 Selected by Optimus for the first fixed/mobile convergent IP Multimedia Subsystem (IMS) in the country. › 2007 HSPA supplier to all 3 mobile operators. Important breakthroughs on Multimedia business, namely on Mobile TV and

IPTV. › 2008 GPON FTTH solutions supply for first deployment projects in the country.

› 2009 First IMS IPTV solution in the country.

› 2010 All 3 major operators with Ericsson’s IMS (unique situation worldwide)

› 2011 First IT Managed Services Contract, to operate and maintain ZON Multimédia’s IT data centers

› 2012 4G/LTE launches in Portugal. Ericsson selected as the prime partner for Vodafone and Optimus Vodafone: reinforcement of Ericsson position and engagement with VDF customer: all radio access is 100% Ericsson Optimus: Ericsson manage to win the battle against NSN and Huawei, winning the south of the country. (Access: 2G/3G – 48%; 4G – 50%;

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OSS/BSS in a Nutshell

› http://www.youtube.com/watch?v=h

ESP0fahO2s

http://www.youtube.com/watch?v=hESP0fahO2s

http://www.youtube.com/watch?v=hESP0fahO2s

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OSS Market drivers

Mobile broadband growth

HetNet & LTE

Scale up OSS systems

Implement NG OSS

Make the network billable quickly

Demand on spectrum Optimize spectral utilization

Automation & SON OPEX pressures

From customer acquisition to loyalty Focus on consumer experience

Lower CAPEX requirements Deliver Cloud and SLA based models

Operator consolidation and NW sharing OSS transformation

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Business Processes

People Technology

OSS/BSS a quick Glance

Service

Assurance Service

Fulfillment

Billing

&

Rev. Mgmt

Customer Relationship Management

Plan,

Build,

Optimize

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This is BSS

Billing

&

Rev. Mgmt

BSS


Service

Assurance Service

Fulfillment

Plan,

Build,

Optimize

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Billing

&

Rev. Mgmt

OSS


Plan, Build,

Optimize

How do I

deliver capacity

with quality?

Plan, Build,

Optimize

How do I

connect

customers

to services?

How do I secure

that customers

get what

they pay for?

Fulfilment Assurance

Domain How do I manage my

network equipment?

Wireless Wireline Data/IP

This is OSS

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WorkFlow Director

Order Management

Service Fulfillment

Dynamic Catalog

Product & Serv. Catalog

Granite

Customer Number Manager

Discovery & Reconciliation

Inventory

Multi-Activation

Broadband Activation

Activation

Automatic Device Configuration

Remote Device Manager

Device Management

This is OSS

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Service Assurance

This is OSS

Customer Experience

Assurance

Customer QoE/SLA Mngt.

ENIQ – Ericsson Network IQ

ENIQ Statistics

Network Performance

Experience Manager

Service Quality Management

ENIQ Events

Network & Service Assurance

License Management

System

License Handling

Workforce Manager

Workforce Management

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WorkFlow Director

Order Management

Service Fulfillment

This is OSS

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Service Fulfillment Order Management

As your offerings grow more complex, service order management can

become harder to get right. Disparate technologies and service elements

are mixed and matched, and you have to make sure you can actually

support them. That can take a lot of time and work, filled with complex

processes and unexpected problems.

Order management is a centralized system that coordinates automated

workflows and manual work activities across services, systems and

groups. It automates service order management through validation,

decomposition, routing and status tracking. It also provides fallout

management, which can handle exceptions and notifications. So you’ll

know quickly whether customer requests can be supported.

OSS/Service Fulfillment/Order Management

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Speed Up

Service

Fulfillment

Reduce

Operational

Costs

Provide

Consistent

Customer

Experience

Operational challenges Improving efficiency

OSS/Service Fulfillment/Order Management

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80% reduction in missed due dates

95% service order flow through

Threefold increase in work items managed

Over 30% staff reduction

96% reduction in order processing time

90% reduction in work item handling time

Speed Up

Service

Fulfillment

Reduce

Operational

Costs

Provide

Consistent

Customer

Experience

WorkFlow Director

Centralized coordination of automated workflows and manual work activities

Operational challenges Improving efficiency

OSS/Service Fulfillment/Order Management/Workflow Director

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Ericsson workflow director Coordinates automated workflows and manual work

Service Order Process Automation

› Enables flow through of complex service orders

Work Item Handling

› Ensures the right people get the right work at the

right time

Process Status Reporting

› Analyzes productivity to refine processes


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Service order process automation Enables flow through of complex service orders

› Multi-site, multi-service orders

› Workflow design

› Workflow library

› Updates to other systems

› Jeopardy notification and process escalation

› Order validation, decomposition, routing, provisioning and status tracking

› Policies to fulfill partial orders, escalate stalled orders, or rollback failed/cancelled orders

› Process suspension/delay


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Workflow director benefits

› Ensures right people get right work at right time

– Prioritizes and balances workloads

– Coordinates manual work across systems and groups

› Enables flow through of complex service orders – Consistent coordination of processes

– Eliminates major sources of errors

› Analyzes productivity to refine processes – End-to-end visibility of operational performance

– Facilitates improvements via decision support dashboards


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Service Fulfillment

Dynamic Catalog

Product & Serv. Catalog

This is OSS

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Service Fulfillment Product & Serv. Catalog

For many Communications Service Providers (CSPs), new product

introductions mean long development times, multiple system updates, and high

costs.

Product and Service catalog removes these hurdles. It can help you centralize

product management and increase automation with product and service catalog

software that lets you quickly create new products and services from reusable

components. So you can assemble offerings and orchestrate fulfillment

processes with lower costs and more reliably.

OSS/Service Fulfillment/Product & Serv. Catalog

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Long, expensive development cycle

Reinventing the wheel

Limited visibility of third-party systems

High rework for variants

Slow adjustments

Delays, unrealized revenues

Inconsistent view of ideas

Business Case

Concept Capture

Component Specs

Concept Design

Market Testing

Offer Assembly

Offer Launch

Operational challenges Idea-to-Implementation inefficiencies

Inflexible offers, limited choices


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Operational challenges Order-to-service inefficiencies

Slow manual order handling

Fragmented processes

Manual coordination with third-party systems

High rework

Poor visibility of order status overall

Inconsistent offer understanding, delayed quotes

Order Entry

Order Capture

Processing

Validation

Verification

Activation

Completion


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› Consistency for reduced time to market and better fulfillment reliability

How do we help?

Centralized definitions

› Fewer errors through common understanding

Reusable components

› Systematically turns ideas into realized offerings

Process optimization

› Proper qualification for fast, right-first-time fulfillment

OSS/Service Fulfillment/Product & Serv. Catalog/Dynamic Catalog

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Order to

Service

› Recommends choice of offerings and triggers fulfillment across all systems

– Catalog functions

– Component and rule creation

– Process orchestration

Ericsson dynamic catalog

Idea to

Implementation


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Ericsson Dynamic Catalog Features

› Centralized definitions

– Specifications and offerings

– Product lifecycle management

– Third-party supplier catalog federation

Catalog functions


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Component and rule creation

› Reusable components

– Product, service and resource definition

– Business rule definition

– TeleManagement Forum guidelines


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Process orchestration

› Process optimization

– Pre-order processing

– Order decomposition rules

– Process federation across all systems


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Service Fulfillment

Multi-Activation

Broadband Activation

Activation

This is OSS

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Service Fulfillment Activation

Communication services grow complex and continuously need re-modeling to

be competitive. Your current provisioning systems may be too rigid to handle the

changes and the workload at a reasonable cost.

Our Activation platforms give operators a competitive edge by enabling rapid

launch of new end-user services regardless of technology or vendor. It provides

an open and flexible architecture for fast integration and implementation. And it

automatically reflects the results of activation processes also in your inventory

systems. So you can more effectively overcome challenges related to service

provisioning.

OSS/Service Fulfillment/Activation

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What is provisioning?

OSS/Service Fulfillment/Activation

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Without Multi Activation

Help desk Customer

Administration Self service portal Help desk Customer

Administration

Hard to maintain

!

OSS/Service Fulfillment/Activation/Multi Activation

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With Multi Activation

Self service portal Help desk Customer

Administration

Multi

Activation

Multi

Activation

One single point of

provisioning of any

network element, delivered

by any vendor providing

one single interface

towards all Business

Systems.

New or modified user

subscription/service

Changes all affected

databases

OSS/Service Fulfillment/Activation/Multi Activation

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quad play service fulfillment Broadband Activator Example

Ericsson Workflow Director

Ericsson Broadband Activation Granite Inventory

HLR Soft Switch ACS

Residential Gateway, Cable/DSL Modem

Residential Router

Broadband Activation sends Activation Request to the involved network systems such as soft switch (for VoIP service), access control servers (for VoIP CPE), set top box (for IPTV) and HLR (for mobile services)

Broadband Activation updates Ericsson Workflow Director and Granite Inventory based on results of the Activation (success, failure)

Workflow Director sends the service fulfillment request to Broadband Activation

Customer Service Representative (CSR) receives request for Platinum Quad Play Service, which includes Internet access, mobile, VoIP and IPTV services, and enters new subscriber data into Ericsson Workflow Director CSR reviews completed service order

1

2

6

5

Broadband Activation queries Granite Inventory for activation data

4

3

OSS/Service Fulfillment/Activation/Broadband Activation

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Service Fulfillment

Granite

Customer Number Manager

Discovery & Reconciliation

Inventory

This is OSS

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minimum 24 pt

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Service Fulfillment Inventory

An inefficient fulfillment process isn't just inconvenient – it's wasteful. Whenever

you add a new technology, piece of equipment, system, or process, you have to

update all your records.

There's a better way. Inventory Management fulfillment software consolidates

and synchronizes the attributes of your services and network to deliver a

precise view of all your assets. That means no more manual updating. No more

worrying. Just clear, accurate data, every time.

OSS/Service Fulfillment/Inventory

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Trouble to

Resolution

Operational challenges

Impaired visibility

Stranded assets Inaccurate records

Unreliable forecasts

Limited tracing

High order rework

Manual processes

Out-of-sync data Order to

Service

Plan to Provision

OSS/Service Fulfillment/Inventory

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Trouble to

Resolution

Order to

Service

Plan to Provision

How do we help?

Higher asset utilization due to >90%

inventory accuracy Recovery of stranded assets

Faster mean time to repair due to

>90% inventory accuracy

70% reduction in provisioning time

95% service order flow through

Improving the speed and accuracy of service rollouts

OSS/Service Fulfillment/Inventory/Granite

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Trouble to

Resolution

Order to

Service

Plan to Provision

Granite Inventory

Planning, design, rearrangement and documentation of complex services and networks

Service & Network Resource Inventory

Provisioning Automation

Data Accuracy

Data Visualization


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Granite Inventory features

Application Integration

Makes it all accessible

Resource

Inventory

Ties customer and

services to network

Provisioning

Automation

Enables flow

through

Data Accuracy

Maximizes

resource

utilization and

reduces errors

Data Visualization

Analyzes data at

all levels

Provides the database of record across all layers and technologies


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Business challenge Dealing with the proliferation of communication identifiers

There are many kinds of

communication identifiers …

Critical to all types of service

offerings

IMSI

MAC

MIN

MSISDN SIM

TN

ESN

IP

MDN

MSID

NAI

SIP Data Services

DSL

Mobile

PSTN

VOIP

OSS/Service Fulfillment/Inventory/Customer Number Manager

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› Centralized, real-time management of all communication identifiers

– Validation reduces up to 30% of order fallout

– 99% flow-through rate

– Manages inventories of any size

– Administration staff reduction by 50 - 75%

– Includes customized attributes and rules

How do we help?


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Manages the growing complexity and diversity of identifiers

Ericsson customer number manager

Identifier Administration

IT Staff

Identifier Selection Call Center/Web Portal

Identifier Activation Operations


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Business Challenges Lack of data integrity

› Multiple databases with overlapping information – Databases are not in sync with each other

– Databases are not in sync with the network

Outside Plant

Legacy Inventory

Billing

Assurance

Inventory

Network Management System Network Management System

Network

OSS/Service Fulfillment/Discovery and Reconciliation

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minimum 24 pt

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What is a discrepancy?

The difference between two views

≠ Planning View Network View

OSS/Service Fulfillment/Inventory/Discovery and Reconciliation

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Fallout

› 70% of provisioning fallouts are attributed to bad data

Stranded Assets

› 20% – 30% of network assets are typically stranded or lost

Losses and Delays

› Revenue leakage

› Longer time to repair

› Time-consuming manual audits

Consequences from discrepancies


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Data integrity scenarios

Granite Inventory Billing

System

Network

Legacy

Inventory

Revenue Assurance

Billing Reconciliation

Inventory

Reconciliation

Periodic Data Migration

Ericsson Discovery and Reconciliation


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minimum 24 pt

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Ericsson Discovery and Reconciliation Benefits

Enable accurate service design and network resource assignment, reducing order re-work Provisioning

Billing

Network Management

Capacity Planning

Service Assurance

Function Business Benefit Financial Returns

Identify, correct and prevent under and over billing, reducing leakage and customer churn

Identify and reclaim stranded assets, returning them to available status for billable use

Perform accurate trending and better assess resource needs, reducing overbuilt ratio

Enable real-time service impact assessment for more efficient fault resolution and performance improvement

Reduce operational expense and speed order to cash

Increase revenue and customer satisfaction

Reduce or defer capital expenditures

Enable more carefully targeted capital spending decisions

Increase revenue and avoid SLA penalties


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minimum 24 pt

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Service Fulfillment

Automatic Device Configuration

Remote Device Manager

Device Management

This is OSS

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Service Fulfillment Device Management

OSS/Service Fulfillment/Device Management

The market of connected devices is growing fast – Ericsson vision is 50 billion

connected devices by 2020. These devices will be connected via the mobile

network as well as via the fixed IP network. The huge growth in devices results

in massive fragmentation of devices entering the market place resulting in a

massive challenge for the operator and other service providers supplying

services to these devices.

Device Management gives operators a competitive edge by enabling rapid

launch of new devices and services regardless of technology or vendor. As well

as manage these devices over the complete device lifecycle in a cost efficient

manor, e.g. by providing efficient remote support.

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operator Challenges

Cost Control

Profitable Conditions

Market Knowledge

The ”non-configuring generation”

All addressed by adc!

OSS/Service Fulfillment/Device Management

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Ericsson Internal | 2012-12-19 | OSS/Service Fulfillment/Device Management/Automatic Device Configuration

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ADC is more than just device configuration...

It is also an enabler for

› Service provisioning

› Customer Care automation

› Marketing

› Business intelligence

Alltogether, a tool for

› OPEX reductions

› Service uptake maximization

Adc streamlining the business

OPEX

Service

Uptake

OSS/Service Fulfillment/Device Management/Automatic Device Configuration

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ERDM creates one single management interface

Call Center

BSS

(Policies)

OSS

xDSL

Fiber Operator managed

devices

IPTV

Fixed

phone

Digital Home

Consumer Electronic devices

ERDM

One system managing multi-vendor and

multi-access technology devices

Reduce costs through single Device Management System

3GPP

Fixed, Cable or Mobile Broadband

routers

IPTV STB

Connected Devices

SNMP

OSS/Service Fulfillment/Device Management/Remote Device Manager

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minimum 24 pt

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Service Assurance

This is OSS

Customer Experience

Assurance



ENIQ Statistics

Network Performance

Experience Manager


ENIQ Events


License Management

System

License Handling

Workforce Manager


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minimum 24 pt

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Service Quality Management EXPERIENCE MANAGER

Assurance Product Positioning

Coverage & Capacity

Service Quality

Network

Call/ Session

User

KPI/SLA

Customer Experience

Network Performance Management Ericsson Network IQ STATISTICS

Network & Service Assurance Ericsson Network IQ EVENTS

Customer QoE/SLA Management CUSTOMER EXPERIENCE ASSURANCE

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Service Assurance

This is OSS


ENIQ Statistics

Network Performance

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Service Assurance Performance Management

Networks are in continuous change. As traffic loads change and users move

over to feature rich smart phones it’s important to have your finger on the pulse

of what is happening in the network.

Identifying potential bottlenecks early and targeting investments for the best

effect helps operators continuously maintain good service quality for their

users. With superior data handling capabilities and flexible report generation

Ericsson Network IQ Statistics delivers just the information operators need to

assure their network performance.

Ericsson Network IQ Statistics is a performance management application for

multi-vendor and multi-technology environments. It collects and processes data

for use in performance reporting and resource planning. It's a solution that

helps you increases and enhance the performance of your network assets.

OSS/Service Assurance/Performance Management

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› Complexity & Huge amount of Information

› Constant Change

› Cost of Ownership

› Customer Centric

› Network Continuity

› Competence

Operator Challenges

Users

Network

Services

Increased

Complexity for

Network Operators

Devices

OSS/Service Assurance/Performance Management/ENIQ Statistics

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› A true differentiator and added-value for operators

› Manage network Availability, Capacity and Quality of Service

– Assure SLA fulfillment

› Essential for network operations, network planning and dimensioning

– Refine, enrich and aggregate information

– Present statistics and provide customized reports

› Support for multi-technology and multi-vendor networks

Visualize Network Performance

Collection / Administration

Storage

Refinement

Reporting


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End-2-end Performance Management

Gives a complete view of mobile network performance

Router

Router

Router

RBS

CORE DEVICES AGGREGATION ACCESS EDGE

Performance Management End-to-end Performance Reporting

Network/Element Management End-to-end Monitoring

IPT-NMS

Non-

Ericsson

NMS

SOEM OSS-RC


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Problem:

› Huge amount of details

› Hard to identify the most

important tasks

› Regional prioritization

difficult

› Ad-hoc KPIs and reports

needed

use case: Prioritization


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Solution:

› Network IQ Statistics

provides

–Straightforward reporting

–Quick KPI creation

–Fast database queries

› Easy to find critical areas in

network

› Avoid loss of business due

to network problems



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Example workflow:

› Create a report on all the

cells

› Find the cells with highest

Drop Call Rate

› Combine with Traffic

Volumes

› Find problem cells with high

traffic

› Use results as input to

other more detailed

analysis



Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Service Assurance

This is OSS


ENIQ Events


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Service Assurance Network & Service Assurance

OSS/Service Assurance/Network & Service Assurance

Modern networks provide a wealth of information that can be used to keep a

network running at it's very best, and to make sure that customers are getting

the service they deserve. Ericsson Network IQ Events is designed for network

operation teams that want to be able to deep dive into their network, sorting and

analysing network event data to analyse terminal behaviour, prioritise and

diagnose faults, or follow up individual subscriber problems.

The telecom grade platform is dimensioned to cope with and store the large

flow of event data coming from the network, and the user interface puts

powerful analysis at your fingertips.

Network IQ Events is great for proactive network and service management. At

the same time the insights it brings can be used for a variety of novel problems

from following up on VIP users and enterprises to tracking how well roaming

services are working

Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Ericsson Network IQ Events

Subscriber Session Analysis

Business Intelligence Analysis

Network Analysis

Terminal Analysis

Ranking Engine

End-To-End Monitoring

OSS/Service Assurance/Network & Service Assurance/ENIQ Events

Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Session Browser Details of subscriber’s Activity


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Customer centric troubleshooting

VOICE

SMS

Customer identity MSISDN, IMSI homer/

roamer MVNO

Customer

location Lac + CELL/SAC

Active terminal IMEI (TAC)

Active service Voice, SMS

Active network

resources MSC, BSC,/RNC cell

Errors experienced Cause code + Extended

cause code

Enabling identification of a customers problems improving

customer experience ..for all customers, all the time, in near real-time

Ericsson

Network IQ EVENTS

Customer centric

troubleshooting


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Service Assurance

This is OSS

Experience Manager


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Service Assurance Service Quality Management

It doesn't take much for customers to become frustrated with a service that isn’t

working properly. And switching providers has never been easier. Don’t lose

customers to a poor experience.

Our Experience Manager service assurance solution manages service quality

by collecting, deriving and analyzing metrics from your various network

elements, application servers, and end-user devices. It can rapidly spot issues,

diagnose root causes and prioritize responses. All before those issues reach the

customer. So your subscribers stay happy and loyal while you reduce support

costs.

Monitor end-to-end service quality in near real time and proactively identify

actionable root causes of customer-impacting troubles with Ericsson Experience

Manager service assurance solution.

OSS/Service Assurance/Experience Management

Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Customer- Trouble-

Hours

High Volume of Customer-Trouble-Hours

Average Duration

Average

Number of

Customer

Affected


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Customer- Trouble-

Hours

Early Detection Reduces Average Duration

Average Duration

Average

Number of

Customer

Affected

Early Detection


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Prioritization Reduces Scope of Customer Impact

Average Duration

Average

Number of

Customer

Affected Customer- Trouble-

Hours

Pr

ior

itiz

atio

n

Early Detection


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Rapid Diagnosis Reduces Duration

Average Duration

Average

Number of

Customer


Hours

Pr

ior

itiz

atio

n

Early Detection

Rapid Diagnosis


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Prevention Reduces Number of Occurrences

Average Duration

Average

Number of

Customer


Hours

Pr

ior

itiz

atio

n

Early Detection

Rapid Diagnosis


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Customer- Trouble-

Hours

Reduced trouble Hours drive business results

Average Duration

Average

Number of

Customer

Affected

Pr

ior

itiz

atio

n

Early Detection

Rapid Diagnosis

OSS/Service Assurance/Experience Manager

Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






CEM and SQM Tools both required

CEM

Experience Data

(Customer, Location, Device, Service)

xDRs

Probes

Fault

Performance

TT

SQM

Operational

Data

Customer Impact

with

Root Cause


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Data Mediation (KPIs, Events)

Service Quality

Service Quality Violation and Impact Analysis

Customer Experience and SLA Monitoring

SLA Violation, Rebate Assessment and Impact Analysis

Unified Dashboard and Reporting

Adapters

Core Processing Functions

Event Management Reporting,

Data Analytics

Notification KPIs/KQIs Definition,

KQI Calculation Root Cause Analysis

Inventory and Instance Management

Security Management

Service Model Definition (Library)

Proactive/Predictive Monitoring

Correlation Engine

Customer / Subscriber Management

Customer Transaction Management

NOC/SOC Marketing Account Managers Tier 1 / 2 Customer Care

Ericsson Experience Manager

Device Performance

Device Violations and Impact Analysis

Fault

Events

Performance

Measures

Inventory

Management

Active & Passive

Probes

Trouble

Ticketing

Active Probes

Passive

Probes

CDRs RDRs

Customer

TT Data

Network

TT Data

Switches

Applicatio

n

Servers IP/Transport

Backbone

Routers

CMTS

Customer

Transaction

Records

Fulfillment

Orders

Device

Agents

Access Networks

Data Mediation (Transactions, logs, xDRs) Adapters

Experience Manager Approach detail

OSS/Service Assurance/Experience Management/Experience Manager

Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Service Assurance

This is OSS

Customer Experience

Assurance


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Service Assurance Customer QoE/SLA Management

Customer Experience Assurance combines intelligent mediation of a wide

range of data sources with empirical knowledge about how the perception of

quality for a service is affected by underlying network performance. Based on

detailed customer studies we establish just which KPIs are important for each

service, and at what levels customers perceive degradation. This rich

information is then provided to customer care and service operations through

an intuitive work flow based user interface.

A strength of the system is drilling down to customer experience on an

individual basis - going beyond the aggregated KPIs of traditional service

quality systems. This granularity is essential for customer care to provide a

personalized service, and also gives benefits for service organizations

following up on service affected faults. This gives greater flexibility and insight

in tracking specific issues while service affecting faults can be prioritized based

on customer impact – an impact that can include value metrics derived from

other information systems.

OSS/Service Assurance/Customer QoE-SLA Management

Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






What’s happening in the call center?

› More calls/sub/year

› More escalations to second line

› Longer time for resolution

› Fewer calls resolved on first contact

› Unhappy customers!

of consumer’s calls

not solved in first contact 26%


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Focus on use & get help and assurance

My friends

My social networks

My business

My society

My entertainment

My family

My communities

My partners

My customers

My daily life

management


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Value proposition

…usage

…performance

…resources

…customers

…charging…devices

…offers

Huge amounts of

fragmented data

Strategic

capabilities

Service

KPIs

Multi mediation &

data correlation

Traffic & usage

patterns

Charging

analytics

Dynamic

policy mgmt

Empowering

Proactive Reactive

Great user experience &

substantial business value

NetworkOperations

Customer Care

OSS/Service Assurance/Customer QoE-SLA Management/Customer Experience Assurance

Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Monitor and take action in operations …

Prioritize and solve

issues based on

business impact

Monitor customer

experience of service

usage

Identify and solve

experience related

problems


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






… resulting in Better Service

› Better service quality and fault resolution times

› Fewer customer cases

› Improved communication & cooperation between service and customer care staff

› Service aware operation with drill down

› Workflow automation

› Detailed information direct from Customer Care

› Faster resolution with root cause analysis

› Proactive working with value based prioritization


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Empower CC center …

Understand and

acknowledge

customer

experience

issues

Decrease

resolution time

Enhanced

information

when escalating

to 2nd and 3rd line

Up-sell and

cross sell


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Where do we get the data?

RNC SGSN GGSN

Gn

Customer

Experience

Assurance

Probe


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Service Assurance

This is OSS

License Management

System

License Handling

Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Service Assurance License Handling

Timely deployment of features and capacity is vital for Ericsson customers. The

Ericsson License Management System is designed to enable the fast

distribution of licenses and hardware activation codes to network elements and

to reduce any Operation Costs associated with managing license keys.

OSS/Service Assurance/License Handling

Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Background and need outlook

Increasing number of

keys to manage

Manual Processes

for handling key files

Business

systems

Reduced complexity

Better observability

Background Need

Automation of

Processes

OSS/Service Assurance/License Handling/License Management System

Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Strategic fit

Products

Reports and

data mining

Operations and

observability

Business

systems

Operations and

observability

Ericsson License Management

System


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






License management system what is addressed ?

Key file

Order Systems

License

register

› License handling workflow excluding ordering of licenses

License Management System

Order


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Ericsson License Management System

Customer Production Network

Ericsson

IPsec

GW Internet

Authorized user

CIS-E

CIS-C OSS-RC

IPsec

GW

DMZ

License

Register


LAT

CIS – Customer Initiated Services (Gateway)

LAT – License Admin Tool

OSS-RC – Domain manager

Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Service Assurance

This is OSS

Workforce Manager


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Service Assurance Workforce management

OSS/Service Assurance/Workforce management

As you roll out more services to more subscribers, it can be challenging for your

workforce to keep up. Don't work harder. Work smarter.

Unify dispatch centers and field forces, support all deployments, and enable

timely service appointments with the rich workforce management capabilities of

Ericsson Workforce Manager.

Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Workforce management challenges

Competitive

Alternatives

Greater Chance of

Outages

New Services

Convergent

Networks

Customer

Experience

Operating

Expense

Staffing Levels,

Overtime Usage,

Vehicle & Fuel Expense

Increased

Complexity

Lower Tolerance for

Outages

Service Activation

Time or Outage

Resolution Time

Limited, Expensive Resources

Business Outcomes

Business Drivers

Technicians

Trucks

Materials

Assignment &

Scheduling

Balancing

Resources &

Workload

Optimizing Routes

Balancing Job

Priorities

Skills Required /

Tech Selection

Fundamental Management Challenges

OSS/Service Assurance/Workforce Management

Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






workforce management Desired process

Effort Determined

Placed on Map

Automatically Assigned

Work Delivered to Technician

Work Completed

Dispatch Request to Completion

Linked with Common Jobs

Completion

Is it hard for you to forecast work for

technicians?

Are work and skills

automatically matched?

Job Type Determination

Dispatch

Request

Request for Next Job

Do you use available technologies to

minimize travel time?

Are jobs at same location or same failure

grouped?

Do you dynamically match changing work

load with work force?

Does the technician waste time calling the

center?

Do you automatically collect real time status,

billing info, and productivity data?

Is your next job automatically assigned without

calling the office?

Best in Class Metrics

Technician completes 6 jobs/day

Dispatcher to technician ratio of 1:40

30% to 40% troubles dispatched out

OSS/Service Assurance/Workforce Management

Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Workforce Manager Capabilities

Optimizes dispatch for wireless, triple play and wire-line

Integrated Inside & Outside

Dispatch Management

› Automatically assigns and schedules

using a “smart load” algorithm

› Automatically and dynamically re-

evaluates work based on changing

load demands

› Automatically notifies technicians of

work changes

Dis

pa

tch

Ga

tew

ay

Pro

vis

ion

ing

an

d S

erv

ice A

ssu

ran

ce

Fie

ld A

cc

ess

Sy

ste

m

Corporate

Measurements GIS System GPS Tracking System

Pro

vis

ion

ing

Sy

ste

ms

Ass

ura

nce

Sy

ste

ms

Wo

rk C

en

ter

GU

Is

Ericsson Workforce Manager

OSS/Service Assurance/Workforce Management/Workforce Manager

Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Workforce manager Approach

Workforce Optimization

› The Force Load algorithm

› Dynamic Re-optimization

› Travel Time Minimization

› Work List Management

› Next Job Determination

› Appointment Management

Workforce Monitoring

› Field Operations Management Tools

› Map View

› Job List and Summary Statistics

› Automatic Notices and Alerts

› Technician Scheduling

› Real Time Online Reporting

Flexible Integration

› Generic Provisioning and Assurance

Interfaces

› Generic Interface Extension Tools

› Event Rules Notifications

› Web Services

Business Rules Configuration

› Determination of Job Characteristics

(APD)

› Geo Area Configuration

› Reference Data Administration

› Routine/Preventative Work Management


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Workforce manager advantages

Inside and outside dispatch

functionality

Dynamic flow through

assignment engine

GIS/GPS based intelligence

Easy to integrate interfaces

Easy access to data for reporting

Easy to use GUIs

Mobile field access

› Proven Operational savings

› Easy to Deploy

› Experienced professional services

› Scalable to the world’s Largest service providers


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Workforce Manager dynamic flow through engine

The assignment engine should “think like a dispatcher” and utilize user-defined

parameters to dynamically manger work assignments and optimize technician routes

Initial Load Dynamic

Load Trial Load

Demand Load

Analyze Imbalances in Force to

Load

Get Next Job


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Workforce manager guis

Easy to use map views, detailed views, and summaries


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt


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text in the footer area Ericsson Internal | 2012-09-27 |

Summary

Wireless Wireless Wireline Wireline Data/IP

Wireless Fixed/

Transport Fixed/

Transport Wireless

Plan, Build,

Optimize Fulfilment

OSS-RC IP & Transport NMS

Activator

ENIQ Stat/Event

Experience Manager


EMA

Fault Managment RDM

DCAT+

Work Director+

ADC

Granite

IP Planning

IP Optimize

Cell/Freq Optimizer

SON Optimization

Manager

Network Engineer

Network Capacity Planner

RAN Analyzer

Granite

Customer Experience Assurance

Activator

Work Director+

Granite

Dynamic Catalog

Activator

Workflow director

Granite/D&R

Experience Manager


Plan, Build,

Optimize Fulfilment Assurance

License Management

Domain Management

Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Questions & Answers

Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Examples

Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Flow-through order management

Dynamic

Catalog

Customer

Number

Manager

Geospatial

Inventory

Planning and

Forecasting

CRM

Workflow

Director

Granite

Inventory

Discovery and

Reconciliation

Broadband

Activation

Rating/Billing

Experience

Manager

Performance

& Fault

Management

3rd

P

art

ies

Workforce

Manager

Network

5 4 1

3 2

7 9

11

19

10

12

6 7 20

8

13 20

20 14

15 16

17

18

18

1. Order entry/service selection

2. Account data

3. Request options

4. Search options (including 3rd parties)

5. Quote preparation

6. Obtain numbers

7. Valid commercial order

8. Order control and decomposition

9. Billing activities

10. Number status update

11. SLA creation/updates

12. Dispatch requests

13. Provisioning work order

14. Activation work order

15. Provision valid order

16. Design and assign

17. Select resources

18. Activate component

19. Create service instance

20. Provide status


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Triple Play service ordering example

Customer requests

service via Web or

telephone

CSP Call Center

validates the order and

submits it to Workflow

Director for processing

Workflow Director

decomposes the order

for provisioning and

coordinates all

parallel/serial workflows

until the service is

delivered/

billed successfully

Real-time order status

and reporting

Workflow Director

VOIP

Internet

Television

BSS/OSS Systems The integrity of the ‘Triple-Play’ service bundle is

maintained by Workflow Director


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Leased line ordering (ASR) example

1. Create/Design path

2. Initiate Access Service Request (ASR) process

3. Receive Works ASR task and create Workflow Director ASR work item

4. Retrieve segment and service data

5. Select supplier and complete data required for ASR service request

6. Initiate retrieve data

7. Retrieve data for selected supplier product

8. Initiate ASR

9. Send ASR to Gateway 9a. Correct and resubmit

10. ASR response from Gateway

11. Review ASR response and complete Workflow Director ASR work item

12. Store ASR response information

13. Complete Works ASR task

14. Receive Works Firm Order Confirmation task and create Work Director work item

15. Retrieve ASR response info

16. Initiate Firm Order

17. Request Firm Order Confirmation

18. Confirmation and Design Layout Report response from Gateway

19. Review Design Layout Report and complete Workflow Director Firm Order Confirmation work item

20. Update with Design Layout Report and Firm Order Confirmation ASR info

21. Post Works Firm Order Confirmation complete

Ericsson Workflow Director Ericsson

Dynamic

Catalog

Granite Inventory

ASR Gateway

(non-Ericsson)

5

6 8 9a

11

16

19

7

3 13

14

21

4 12

15

20

9 10

17

18

2

1

Works

Smart Jump


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






OSS

Partner/Supplier

Ideation to Implementation

SDP

BSS

Networks

1 A B

C C

C

2a,b

Catalog Population

1. Defines new product, service and resource specs in the Catalog

2. Sends specifications & offerings (or create in legacy applications if required), e.g.:

a. Product, service, and resource specifications

b. Offerings – including price, rating information

c. SLA definitions

3. Manual updates are performed in the OSS to support the product/service, e.g.:

a. Interface definitions and work flows are configured in OM

b. Assign & Design interface definitions and workflows for provisioning

c. Interface and offering definitions for Billing

d. Service models, SLAs, and KPIs/KQI rules are configured in Service Assurance

Product Model and Offering Creation

A. Product model - Model offerings in Catalog to link components, e.g. services, billing/rate plans, policies, etc

B. Offering creation - Populate Product Model with specific parameters to create specific offerings

C. Deploy offering - Push offering definitions across B/OSS, SDP, creating new offerings which utilize the predefined components, specifications and policies

CRM ERP

Billing

Service

Creation

Environment

Real-Time

Charging

Application

Server

Mobile Device

Management

Catalog

Order

Management

Work Force

Management

Network

Engineering

Inventory

And A&D

3b

Service

Assurance

3c

Activation Discovery

Catalog

C

2b 2c

2a

3a

2a,b

2b

2b

2b

2d

B

C


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






OSS

Order to Cash

SDP

BSS

Networks

CRM

Billing

ERP

Service

Creation Environment

Application Server

Real-time

Charging

Mobile Device Management

4

5

8

6

2

3

7

9

10

Partner/Supplier

1. User searches Catalog to match and select valid offerings

2. CRM/Catalog sends order request and specs to OM

3. OM decomposes order and initiates all workflows to fulfill the request

4. OM queries the Catalog as required for the detailed characteristics of the service

5. OM sends an assignment request to Inventory

6. Inventory creates a service instance and returns assignment data to OM

7. OM sends data to the EMSs to activate components in the B/OSS/SDP

8. Based on the product offering (e.g., specialized SLAs for a business customer), OM sends service and inventory assignment data to Service Assurance

9. OM notifies the Billing system of the service

10.OM sends order status to CRM and other applications requiring update

11.Usage records sent to RTC for Real-Time Charging, to Billing for Post-Pay

Catalog

Order

Management

Work Force

Management

Network

Engineering

Inventory

Service

Assurance

Activation Discovery

Catalog

1

11

11


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Ericsson Discovery and Reconciliation Architecture

Designer Studio

Other systems

Network

Granite Inventory


Custom Module

Flow 1

• Task1

• Task 2

Flow 2

• Task 1


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Use case Fulfillment – Event-driven discovery and reconciliation process

Request rediscovery of network element Ericsson Discovery

and Reconciliation

Granite Inventory

Rediscover network element

Upload node, update Granite Inventory with new module

Trap: “New module detected in network element”

Module being

added into an existing

network element

Fault Manager

(Trap Recipient)

1

2

3

4

5


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Use case Fraud Management – Resolve Discrepancy by updating the Network


Granite Inventory

Discovery publishes discrepancy event on JMS bus

Network Discovery Broadband Activation is instructed to update the network, based on a discrepancy identified between the network and Granite Inventory

Ericsson Broadband Activation

1

2 3

5

Discovery identifies a discrepancy between

network and Granite Inventory


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Use case Revenue Assurance – reconciliation against Billing System

Discovery publishes discrepancy event also for other applications (optional)


Ericsson Inventory Management

Discovery updates Granite Inventory or Billing System, depending on defined policy

2

Discovery identifies discrepancy between Granite Inventory and

Billing System

1

3

Billing System


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






› Simple and flexible

› Tech / Report Packs

– Easy addition of new data

sources

– New tech packs provide simple

expansion

– Minimal disturbance while

upgrading existing tech pack

› Strong IT components

– Sybase IQ database

– Business Object reporting

Functional Architecture

Performance

Reporting

Resource

Planning

Service

Assurance

PM data sources

Reporting &

Visualization

Network Data

Modelling

Data

Warehouse

Extract

Transform, Load

Te

ch

Pa

ck

Reports

Inte

rface

Inte

rface

Inte

rface

Inte

rface

Inte

rface

SQL Interface

Ericsson Network IQ


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44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






› Efficient & Highly Scalable

› Statistical analysis of

network operations

› Customizable reports with

fast ad-hoc queries

› Optional alarm generation based

on – Performance measurements

– Fault root cause analysis

High performance Database

Input Data

1 TB

Network IQ Statistics db

0.3-0.9 TB

Traditional database

2.5-10 TB


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






› Administrative UI

– Efficient monitoring

– Powerful control

– DWH management

› Inbuilt robustness

– Automatic backlog

recovery

– Undisturbed loading of

new data

Easy System Administration


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Deployment

Network IQ

Statistics

Other vendor

NMS

Unified Storage

Business

Intelligence

Server

Windows

Application

Server

Report

Users

Admin

Users

ServiceOn OSS-RC*


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Session Browser Summary of Subscriber’s Activity


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Session Browser Details of subscriber’s Activity


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Session Browser Details of RAN Signaling


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Session Browser Details of Packet Core Signaling


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Session Browser Context Sensitive Report Launch

Follow Parameters from a RAB

Session:

› Event Time

› RNC/Cell ID where RAB started/ended

› IMSI/MSISDN

› Terminal Type

› Event Type


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






KPI Analysis

Uplink and Downlink Throughput

plots for nominated RNC (or cell)

Breakdow

n

options

Breakdown by Ec/No


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Distributed deployment

eNodeB

SGSN/MME

GGSN/HA/ P/S-GW

eNodeB

SGSN/MME

GGSN/HA/ P/S-GW

CEA

Central server

Distributed CEP + Storage + Probe

eNodeB

SGSN/MME

GGSN/HA/ P/S-GW

eNodeB

SGSN/MME

GGSN/HA/ P/S-GW


Slide title

44 pt


minimum 24 pt

Bullets level 2-5

minimum 20 pt






Cea architecture

GGSN CEA distributed data

processing and storage server S-KPI processing

and storage

Probable cause

processing and storage

Gn Gn

IuPS IuPS IuPS

Iub Iub

Iub Iub

Iub

Radio Topology

CRM (data plan,

price plan, policies)


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