Motorola Total Network Care

Motorola Total Network Care Using expert professional services to help good networks become great networks

SOLUTION paper

� SOLUTION PAPER: Motorola Total Network Care

IntroductionBroadband wireless networks aren’t about the network or the service provider. They’re about the subscribers who depend on great service to help them live their lives to the fullest: communicating, working, socializing and entertaining. They need service that is always available and provides consistently high levels of voice and data performance. New high-speed networks, including WiMAX, must effectively support new and exciting applications, and give customers true communications mobility virtually anywhere and everywhere they go.

The service provider’s part of the bargain is making sure that their networks are truly dependable and that they consistently deliver exceptional performance, reliability and availability. Achieving this goal is no simple task, particularly in an era where network complexity continues to rapidly increase. In a rather short period of time, networks have evolved from simple centralized voice-only systems to highly distributed IP architectures supporting both voice and high-speed data. In addition, network service providers’ responsibilities have also increased, amplifying the demands on their field and network administration teams.

FIGUre 1: Overview of the Elements and Layers of Today’s Complex Networks


performance ChallengesAs shown in Figure 1, today’s wireless networks can become quite complex. Once a network is deployed, the ongoing process of maintaining consistent peak performance in a cost-effective manner begins. Inherent in the complexity of today’s multi-vendor networks are a variety of network operation and performance challenges. These include:

• Protecting network investment

• Streamlining network operations

• Optimizing multi-vendor, multi-access networks

• Enhancing security throughout the network

• Enabling seamless network management

• Building internal technological expertise

Service providers face the challenge of addressing and solving these performance issues proactively before they become customer issues– which can adversely affect business via reduced subscriber satisfaction and increased churn. In turn, these issues can ultimately limit network growth, revenues, profitability and sustainability. Today’s service providers must deliver optimal levels of quality in the most cost-efficient manner possible.

An increasingly popular strategy for minimizing and even eliminating performance issues is the use of a complete professional services portfolio such as Motorola’s comprehensive and flexible Total Network Care (TNC) program.

TNC provides expertise and services which help ensure consistently high performance, availability and reliability so end-users can enjoy problem-free network service and advanced, in-demand applications. By assuring continuous peak performance, network service providers can turn good customers into great customers, and good revenues into great revenues.

Motorola Total Network CareIn their search for the optimal professional services solution, most network providers look for two important criteria: end-to-end network expertise and the flexibility to custom tailor solutions to their exact needs.

For wireless networks to deliver consistently high performance for their customers, service providers need to partner with those who can provide high-level services for virtually every aspect of network operation and management, offering a complete end-to-end solution. At the same time, providers want the flexibility to tailor solutions that include only those service areas that address their unique network and business needs.

Total Network Care is Motorola’s efficient and affordable solution for managing and optimizing complex wireless networks. TNC provides expert services that ensure consistently high levels of performance and enable service providers to maximize the benefits of their network investments.

Optimizing throughput, performance and QoS

“It was very important for Telemig Celular to utilize Motorola’s GPRS network optimization service for PoC (Push-to-talk Over Cellular) technology. It has permitted us to optimize data throughput, from BTS through to Internet, with significant gains in performance and quality of service for our customers.”

Alvaro Peçanha, Engineering and Planning Director, Telemig Celular


Comprehensive, Flexible SupportMotorola’s Total Network Care solutions are designed to help service providers keep their promises to their customers by minimizing network glitches. Even with today’s sophisticated new network equipment and intelligent routing systems, things can and sometimes do go awry. Bottlenecks and environmental changes can cause blockages and interference that result in dropped calls, availability issues and poor data performance. Security breaches can compromise confidential conversations and personal identity information. Migration to next-generation technologies and fixed mobile convergence can potentially disrupt communications as users move between environments.

Total Network Care offers network providers an opportunity to design a complete professional and technical services solution designed to address both network and business issues. The program provides the flexibility of crafting a custom solution from a comprehensive portfolio of proven services delivered by experienced, dedicated professionals. TNC services can address virtually every technical and business challenge a network operator is likely to encounter from basic support through network management— all delivered from a single company with no need to manage responsibilities from multiple suppliers.

Protecting Network Investment. Network interruption is an enemy of investment productivity and can impact financial performance. Whatever the reason for the interruption— hardware or software failure, configuration and procedural errors, system issues, accidents, weather problems or other natural disasters—customers are going to be unhappy. And, they’re going to expect the disruption to be minimal, with full recovery in as little time as possible.

Motorola’s Basic Support Services help protect network investment and operational consistency, while ensuring subscriber satisfaction. They provide a single point of access to emergency recovery services from experienced support professionals and technical experts via telephone, immediate web access or e-mail. The result is faster resolution of network problems, minimized service disruption time, increased availability, lower operating costs, decreased churn and lessened impact on the bottom line. TNC’s Basic Support Services can also include Local Support and Hardware Repair and Return services. In addition, Motorola’s network optimization and performance services also contribute to protecting network investment and are discussed in more detail later.

FIGUre 2: Total Network Care Services

Managing network complexity with 24x7 support

“With technology becoming more complex with every evolution, it is very difficult to manage it completely in-house. We recognized the critical advantage of 24x7 support and network care that Motorola initially provided and decided to maintain that momentum through Motorola’s Total Network Care support plan.”

Mohammad Kamal, Technical Director, SabaFon

Total Network Care

Network Operations Services

Value Added Services

Basic Support

Operations & Maintenance

Help Desk

Repair & Return + Third Party Vendor

(3PV)

Local Support

Emergency Support

Training Solutions

Corrective Maintenance

Preventive Maintenance

Spares Management

Operations Technical Consultancy

Remote Network Monitoring

Network Optimization

Network Security

Network & Operations

Management


Streamlining Network Operations.Overall network effectiveness depends on efficient Operations and Maintenance (O&M) activities, which every network provider understands generate cost, not revenue. That puts a premium on working smarter and often leads providers to utilize professional services to make the O&M process more efficient. Under Total Network Care, operators can select the best type of operations and maintenance services for their unique needs, and know that these services are based on decades of wireless network leadership and experience.

Through TNC’s O&M services, providers have access to Motorola’s technical expertise that covers both Motorola’s own product portfolio and equipment from third-party companies. Service providers are able to obtain support on critical issues directly from Motorola, with comprehensive and coordinated support for third party vendor equipment. These services have been shown to reduce costs by lowering operating expenses, reducing maintenance and site visits and increasing overall availability. TNC’s O&M services include Preventive and Corrective Maintenance, Remote Monitoring, Operations Consulting, Systems Administration, and more.

Fine-Tuning the Network. Keeping a complex network running at peak performance isn’t just crucial, it’s also difficult. Today’s multi-vendor networks present significant challenges in delivering optimized performance, demanding technical expertise across a broad range of equipment and access technologies from a wide variety of vendors. This kind of end-to-end expertise is essential for fine-tuning the network: making sure equipment is utilized effectively, keeping equipment working efficiently and ensuring that

every aspect of the network is functioning smoothly. Rather than dedicating internal resources to this ongoing task, a growing number of operators are finding it more cost-effective to utilize comprehensive network optimization programs from professional services providers.

As part of the portfolio, Motorola’s Multi-Vendor Network Optimization Services, including our Intelligent Design and Growth Planning (IDGP) service, offer expertise that has been honed by working with multi-technology commercial networks all around the globe for more than 20 years. TNC’s optimization services begin with a thorough evaluation of a network’s end-to-end performance to establish benchmarks. The next step is utilizing advanced network analysis and data gathering tools to help maximize capacity, quality, coverage and performance.

Total Network Care’s Multi-Vendor Network Optimization solutions include optimization of a variety of networking technologies, including CDMA/EVDO, GSM/GPRS/UMTS and WiMAX. They also include End User Applications Optimization, Intelligent Design and Growth Planning and Network Transmission services.

Providing Holistic Security. As customers depend on IP-based data networks to provide peak applications performance, they also depend on the network to protect them against security issues ranging from identity theft to system intrusion to virus detection and response. To deliver the maximum protection required in today’s complex, security-conscious environment, many providers are turning to network security specialists to help design and implement the holistic security their customers demand.

Total Network Care Services Help Optimize Communications in Yemen

In February, 2001, SabaFon launched the Middle East’s largest GSM network in the Republic of Yemen. Over the years the network has grown rapidly, serving more than 100,000 subscribers initially in the first year, and now serving more than 1.3 million customers with coverage of almost 70 percent of the country. To enhance its competitive advantage, the company made a committment to maintain the highest possible standards of service, utilizing Motorola’s flexibly designed Total Network Care solution that provides 24/7 support, training and enhanced, value-added performance services. Case in point: over a period of just four months, Motorola professionals customized and deployed a suite of operational support services for both new and existing infrastructure in Aden, Taiz, Mukallah, Handramout and other crucial locations. Almost immediately, the network demonstrated significant performance improvements which continue to help the company meet its aggressive service, quality and business objectives.


Motorola’s Security Services provide telecom companies with professional security experts who take a holistic view of the network and its security vulnerabilities, for both wireless and wireline networks. This end-to-end approach helps optimize the security model, including people, processes, policies and technologies. Motorola specialists work to identify security vulnerabilities and to build the capabilities for fast and efficient implementation of the optimum security solutions.

Total Network Care Network Security Services include Security Assessments and Audits, Security Design and Implementation, Policy and Procedures Consulting, 24/7 Security Monitoring, Incident Detection and Managed Security solutions.

Network Operational Management. As network providers migrate to next generation technologies, their multi-vendor, multi-access networks are becoming increasingly complex and more difficult and time-consuming to manage. Robust tools and capabilities are necessary to support seamless end-to-end operations and efficient and peak network performance, not to mention peak customer satisfaction.

Motorola’s Network and Operations Management Solutions provide seamless, performance-enhancing end-to-end network management for even the most complex network environments. The solution begins with the automation of network operations workflow, including initial service requests, service activation and service assurance.

Motorola professionals also provide and implement advanced management tools to provide a total network view of both the service and network management layers. This allows providers to identify and correct infrastructure problems as soon as they develop—or even before—so they remain completely transparent to end users. The solution is quickly and easily customized to exact network parameters, delivering a real-time, end-to-end network perspective at a reasonable cost.

Total Network Care’s Network and Operations Management Services include Network and Service Layer Management, Configuration Management, Host Resource Management, OSS Solutions and

Interconnected Billing and Partnership Management. For those service providers more comfortable managing their businesses than their networks, Motorola can also provide total Managed Network services for all or portions of the network.

Building Expertise with Technical Training. Operation of today’s complex, multi-vendor wireless networks creates a need for a strong balance of internal and external technical expertise. That’s why one of the best investments a network operator can make is the building of a more efficient, more expert staff that will be able to effectively manage network technologies. The result will be fewer errors, more efficient revenue generation and maximum return on investment. Although most network operators accept that training employees is crucial, the truth is, many organizations still rely on training methods that are often haphazard and undocumented.

As part of Total Network Care, Motorola’s Technical Training Solutions help build the competency of staff employees through knowledge sharing and skills transfer from some of the most knowledgeable experts in the industry. The program is based on a proven four-step process that ensures these solutions are fine-tuned for personnel and include: an initial Training Needs Analysis, development of Focused Training Solutions, Technical Competency Assessments of staff members, a host of onsite and E-Learning delivery programs and, where appropriate, Motorola Professional Certification.

Increasing customer satisfaction and retention

“Motorola’s unique optimization process can help service providers scale their networks, increase quality of service, customer satisfaction and user retention, all without investment in additional sites.”

Ekrem Ozorbeyli, Director, Radio Planning Department, Turkcell

Optimizing High-speed Wireless Coverage for 100 Million end UsersThe world’s first 802.16e WiMAX deployment uses Motorola wi4 WiMAX technology to provide nationwide high-speed voice and data coverage to more than 100 million users in Pakistan. The country’s largest service provider, Wateen Telecom, chose Motorola to plan, design and deploy a wireless broadband network to serve 22 cities throughout the country. Since there were limited internal resources available for operating and managing the new technologies, the company teamed with Motorola to do more than provide the network. Wateen is also

taking advantage of Motorola’s Managed Network Services to help manage operations in a number of locations, increasing operating efficiencies by leveraging world-class technology expertise not available internally.

“This managed services agreement allows Wateen to leverage Motorola’s standards- compliant infrastructure, skilled staff, clear operational processes and demonstrated ability to manage a network of this complexity and diverse emerging technologies.”

HH Sheikh Nahayan, Wateen Telecom


Technical and Business BenefitsNetwork operators are increasingly turning to professional services like Motorola’s Total Network Care program to help expand, manage and secure their networks, and to help optimize their business operations. As shown in Figure 3, TNC’s technical benefits translate directly to the bottom line by facilitating business benefits that result in both greater revenues and lower costs.

Technical BenefitsProfessional services are playing a pivotal role in keeping networks operating at peak levels around the clock, helping service providers deliver the performance, availability and reliability their customers expect. Professional services are also helping providers deliver the newest and most innovative applications that help increase end user satisfaction and initiate new revenue streams.

Business BenefitsProfessional services have proven to be instrumental in helping reduce operating costs while decreasing cost of ownership through seamless, more effective management, enhanced security and more efficient expansion and technology migration.

Motorola Total Network Care Services provide more value than just being technical solutions; they are powerful business solutions developed and implemented by professionals who have years of experience in the business of wireless networking. By empowering service providers to manage and run their networks more efficiently, TNC solutions help substantially lower operating costs, reduce cost of ownership and increase return on investment.

The bottom line: Motorola’s Total Network Care Services make it simpler and more cost efficient for wireless network providers to reach and maintain the high levels of performance and reliability that earn greater customer loyalty, reduce churn, enhance brand image and drive network growth and sustainability.

Figure 3: Technical And Business Benefits Of Motorola’s Total Network Care

preparing for new 3G services

“We are very proud to have our network optimized in readiness for the new third generation services that will position Movistar as a leader in mobile communications in Argentina and the rest of the region”

Adolfo Flores, access network development manager at Movistar (commenting on Motorola’s multi vendor network optimization engagement)

www.motorola.com

The information presented herein is to the best of our knowledge true and accurate. No warranty or guarantee expressed or implied is made regarding the capacity, performance or suitability of any product. MOTOROLA and the Stylized M Logo are registered in the U.S. Patent and Trademark Office. All other product or service names are the property of their registered owners. © Motorola, Inc. 2007 1007

Leverage Motorola LeadershipMotorola’s Total Network Care program offers expert know-how and comprehensive services based on more than 75 years of wireless industry innovation and leadership. Motorola professionals offer extensive experience in mobility, security systems, integration of multi-technology networks, and multi-vendor network optimization and management.

The breadth and depth of Motorola’s networking expertise allows Total Network Care professionals to take a holistic view of the network, monitoring and analyzing end-to-end operations and delivering solutions that optimize total network performance. Equally important, Motorola’s deep understanding of the business of networking ensures that all technology and management services are delivered with the overarching goals of providing enhanced customer satisfaction and optimized network monetization.

Motorola has an extensive worldwide professional and technical services organization, with more than 8,500 service and support professionals stationed all around the globe. Motorola professional services clients are also supported by our network of worldwide Centers of Excellence.

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Motorola Total Network Care