Service Quality and Customer Experience Somit Gupta ... · Service Quality and Customer Experience ... Building on eTOM and ITIL frameworks ... Management Solution Checklist

© 2008 IBM Corporation

Somit GuptaService Assurance Tech Sales ConsultantIBM Tivoli SWG

Service Assurance: Next-Gen Operations ManagementService Quality and Customer Experience


Agenda

� Consolidated Operations Management

� Assuring Service Quality and Customer Experience


IBM Tivoli’s integrated portfolio covering wireless , wireline, IP, and IT domains enables end-to-end management of all elements suppo rting legacy and next

generation service delivery (e.g., IMS, fixed-mobil e convergence)

� Broad coverage for visibility into all network layers

� Scalability to handle growing complexity

� Modular deployment to provide immediate, incremental value

� Integration capabilities to leverage existing investments

TNPMWPerformanceManagement

NetcoolPerformanceManagement

NetcoolAvailability

Management

NetcoolUser

Quality

Tivoli NetcoolService Quality Management

Service DeliveryPlatform (SDP)

IP Network

Wireless Access Network Core IP Network

TivoliIT Automation, Security& Storage Management

RAN Wireless

CoreNetwork

End-to-End Management of Next Generation Services


Roadblocks to Efficient & Effective Operations Management

NOC SOCData

CenterLine of

Business

Network Security Application

Network

Network

Network

Security

Security

Security

System

Mainframe

Storage

Application

System

Data

Application

Multiple Silos, Tools, Technology, Data, Staff

Multiple Operations Centers

NOC (n)

SOC (n)

Network

Network

Network

Network

Data Center (n)

Application

System

Mainframe

Storage

Line ofBus. (n)

Application

System

Data

Application

Security

Security

Security

Security

Service A

Multiple Business Services

Service B

Service C

Service D

Service E

Service F

Service G

Service H

Visibility Gap

OPEX CAPEXMTTR

Operational Impact

Revenue CompetitiveCustomer

Business Impact


CMDB

Database

DiscoveryTools

Asset &Inventory

Service Desk

Spreadsheet

Bridging the Visibility Gap: Next-Gen. Operational Management

Visualize

Automate

Analyze

Consolidate

Event Enrichment Inject Operational & Service Context

Contextual VisualizationOperational, Business & Service Views

Leverage

DiscoveryIntegrated Config. Info & Changes History

Apps Security StorageSystems Network Mainframe Voice OtherService

Infrastructure

ToolA

Tool B

Tool C

Tool D

Tool E

Tool F

Tool G

Tool H

Event ConsolidationDeduplication, Correlation, Integration

Multiple

Business

Services

Service A

Service B

Service C

Service D

Service E

ServiceF

Service G

Service H

MonitoringAvailability, Performance, Integrity, Activity

Adv. CorrelationSmart Analysis & Automations


� Delivering Convergence� Not just Fixed and Mobile but IT and Network Operat ions

� Inclusive of the Data Center

� Next Generation Services delivered with Application s on Servers as part of the core infrastructure

� Building on eTOM and ITIL frameworks

� Interoperability and Flexibility� Leveraging Service Oriented Architectures and Servi ce Delivery

Platforms

� One open architecture yet tightly integrated for op timised assurance.

� Unrivalled Coverage� Collect, process, analyze and prioritize data from more sources then

ever before including optical, radio, and wired net works through to servers and applications.

� Unrivalled Scale� Huge event processing capabilities

� Huge data volume processing for performance

� Real-time reporting and visualisation

Service Assurance – Service Provider Management solu tions with Enterprise added value


Five Common Customer Challenges

MANAGE COMPLEXITY – NGNs create multiple new potential points of failur e, bottlenecks and interoperability challenges includi ng new technology integrations

MINIMISE NEW CAPEX – Failure to fully utilise existing equipment is commonplace, improving existing operational efficie ncy requires higher levels of automation

IMPROVE CUSTOMER RETENTION – Next Generation Services must deliver on Enterprise SLAs and deliver consistent quality with each new service to minimise churn.

REDUCE DELIVERY COST – Lack of integration between service creation, serv ice execution and service assurance and their individua l components makes service introduction expensive

Consolidated Consolidated Operations Operations

ManagementManagement

INCREASE OPERATIONAL EFFICIENCY – Network and services infrastructure needs to be viewed as a holistic entity with all ev ents consolidated and viewed by operators with a complete view of the service provi der global deployment

Service Service Quality Quality


Network Network Performance Performance ManagementManagement


VisibilityVisibility

See See your your

businessbusiness

ControlControl

Govern Govern your your

assetsassets

ControlControl


assetsassets

AutomationAutomation

Build Build agility into agility into OperationsOperations



With the Tivoli solution, service providers reduce the # of events so operators can focus on the real problem at hand. Typical event r eduction rates for fully

tuned systems are between 100:1 and 1000:1.

Consolidated OperationsManagement Solution Checklist

� Close integration between discovered topology and event management for rapid root cause analysis

� Proactively monitor entire services infrastructure to ensure uninterrupted availability of services

� Collect, filter, correlate and enrich events to reduce MTTR

� Escalation to all major trouble ticket systems

Consolidated Operations ManagementIncrease Operational Efficiency

Business Correlation

� Real-time business context providing customer and service level validation

Event Consolidation

� Throughput of greater than 100 million events/day

� Over 1000 probes and gateways targeted at event collection

Root Cause Analysis

� Collect and validate discovered services infrastructure inc networks, servers and apps

� Visualise topology and target fault isolation

Highlighted Capabilities


Domain Management

Consolidated Operations

Management

Combine data & Information - Multi

vendor & technology

IBM Next-Gen Operations Management SoftwareProvides the single-pane-of-glass and targeted intelligence across IT silos enabling operations staff to make more effective decisions that directly support the business.

Data

Information

Knowledge

Decisions

Deluge of data> Multi vendor> Multiple technologies

Consolidation and enrichment of events> Data-to-information, > Information-to-knowledge

Correlation & visualisation > Aids operational decision making > Focused on business needs

EMS & Domain Tools

Fut

ure

Pro

of

Sca

le, P

erfo

rm, E

xten

d, R

elia

ble,

Fle

xibl

e


Market Leading Event Consolidation, Correlation & Automation� Manager of Managers: (Event Engine)

− Leverage: − Hundreds of out-of-the-box integrations− Integration with diagnostic, troubleshooting & OAM tools

− Monitoring: thousands apps, systems, devices & more.

− Scalability: 10’s of millions of events/day

� Advanced Analysis:− Normalization, de-duplication, & aggregation− Contextual correlation

− Service-centric correlation− Domain-centric correlation− Device correlation− Predictive & Pattern Recognition − Event Reduction greater than 10’s of thousands to 1

− Reporting: across IBM & 3rd party tools & forwarding to other external systems

� Automated Actions − Notification, Escalation, Enrichment− Bi-direction Integration: trouble ticket , CMDB, OSS,

more− Restart devices & processes, generate new events,

update database tables− Data Visualization & actions: across Tivoli & 3rd

Party

“ (IBM Tivoli) Netcool is our eyes and ears of our trading environment.”

– Top 10 Investment Banking Firm

“ (IBM Tivoli) Netcool is our eyes and ears of our trading environment.”

– Top 10 Investment Banking Firm

Deployed in less than six weeks. Achieved 30 minute, pre-outage detection for retail banking services.

- Leading NA Retail Bank

Deployed in less than six weeks. Achieved 30 minute, pre-outage detection for retail banking services.

- Leading NA Retail Bank

“(IBM Tivoli) Netcool is widely used as a "manager of managers" because it is capable of integrating and consolidating data from a broad range of third-party management products that are already deployed by enterprises.”

Gartner ECA Magic Quadrant

“(IBM Tivoli) Netcool is widely used as a "manager of managers" because it is capable of integrating and consolidating data from a broad range of third-party management products that are already deployed by enterprises.”

Gartner ECA Magic Quadrant


Best of Breed Monitoring & Intelligence� Transactions:

� Internet, FTP, DHCP, Windows…� Applications:

� SOA, J2EE, ERP, CRM, Email…� Systems:

� Virtualized servers, Windows, Linux, Unix, Oracle, DB2, Sybase…

� Networks:� MPLS, VPN, OSPF, Transmission…

� Storage: � SAN, Backup & Recovery…

� Mainframe & Midrange: � IBM z-series, p-series, i-series…

� Security: � Intrusion Detection, Firewalls, Physical, Desktop,

Logs, Wireless…� Voice:

� IP, PBX, circuit-switch� Business Activity:

� Application logs, database changes, business events, event bus messages

�� Broadest scopeBroadest scope

�� Leverage existing toolsLeverage existing tools

�� Extend monitoring for new domainsExtend monitoring for new domains

�� Replace Ineffective toolsReplace Ineffective tools


Broadest Discovery & Mapping Across Domains

� Broadest Discovery− Layer 1 – 7

� Robust Dependency Views− Application, system, network,

mainframe…− More than any other vendor

� Deep configuration details

� Change tracking & reporting

“80% of problems are caused by IT changing something”

� Integrated with event management for faster MTTR


Actions Triggers

Microwave Network

Systems & ApplicationsVAS Servers, IN

IP NetworkRouters Switches

Transmission NetworkSDH/PDH

Radio Access Network

Radio Core Network

Other Misc. Devices

Visualization

Netcool / Desktop TM

Netcool / Webtop TM

RDBMSNetcool / Reporter TM

End

to e

nd s

ervi

ce m

onito

ring

Data Network(SNMP, Syslog)

Netcool Probes

Nor

mal

ize

Eve

nts

Netcool Fault Management Architecture

De-duplicationCorrelation

Netcool / ObjectServer

Internal actions

External actions

Automations

Automation

Provisioning Database

Netcool / Impact TM

Inventory Database

Customer Care Database

Put events in a business context

Trouble Ticketing

Service Desk

Bi-directional Information IntegrationNetcool / Gateways


Desktop Displays Web-based Displays

Alarms from probes

Collection Object servers

Central Object Server

Uni-directional gatewaysNOC

Animated Slide


Fault Management Event Enrichment process

Assetdatabase

Billingdatabase

Probe

Netcool/Omnibus

ImpactPolicies

Data SourceAdapters

Eventbroker

Netcool/Impact

X144.124.108.101 Error 773

144.124.108.101 Link failed

New DelhiNew Delhi Area A Area A Subscriber 1000Subscriber 1000 Class AClass A

Site down

TTGatewayTrouble

Ticket

Webtop& Reporter

www

RDBMSRDBMS

Reporter

144.124.108.101 Anil Kumar 02-777- 0987New DelhiAGW 11 Area A

Area A AGW 11 downCall Anil Kumar 02-777-0987 Class ANew Dellhi

Area A AGW 11 downCall Anil Kumar 02-777-0987 Class ANew Delhi TT 101


Fault Management Topology-based Root Cause Analysis

Root Cause

SymptomEvents


# Events

>10

>100

>1k

>10M

Degree of IBM Advanced Data Processing Implemented

Event Collection/ConsolidationMaximum Event Generation

Probes and Monitors

Probe & Monitor Level

Event Filtering & Suppression

Auto ‘Clear’ EventsEvent De-duplication

State-based CorrelationAutomated Resolution

Device-based RCA

Service-centric RCA

IBM Event Management Summary: Dramatic Business Bottom-Line Impact

Customer Satisfaction &Operational Efficiency

OpEx

IBM’s Advanced Data Processing Improves

Business Service Availability and Increases

Operations EfficiencyThrough Massive Event

Reduction and Prioritization


Consolidated Operations Management: Single-Pane-of-Glass

Event Event Summary by Summary by

TypeType

e.g. assigned, e.g. assigned, maintenance, maintenance, ticketed, etcticketed, etc

Custom Custom Graphical Graphical

Web Views Web Views

Consolidated Consolidated Event Views Event Views

Across IBM & Across IBM & NonNon --IBM IBM SourcesSources

RealReal--time & time & Historical Historical

KPIsKPIs

Regional Regional Location Location

MapsMaps


Datacenter: Launch In Context

In ContextIn ContextApplication Application

Dependencies, Dependencies, Change Change

Events & Events & HistoryHistory

In Context In Context Performance Performance Intelligence: Intelligence: CPU. Disk CPU. Disk Space, etc.Space, etc.

Spatial Spatial Mapping for Mapping for

Heat and Heat and Energy Energy


Network Operations Center: Launch In Context

In Context In Context Drill down to Drill down to Network Root Network Root

Cause & Cause & Configuration Configuration

DetailsDetails

e.g. MPLSe.g. MPLS

&&

Import Import network network

dependencies dependencies from other from other

toolstools

In Context In Context Performance Performance IntelligenceIntelligence

e.g. latency, e.g. latency, traffic, service traffic, service

baselinebaseline


5 Common Customer Challenges













See See your your

businessbusiness

ControlControl


assetsassets

ControlControl


assetsassets





Allows network operations to analyze the ever-incre asing volumes of data and to make it available to a wider audience for wireless and wire line services infrastructure owners

Performance Management Solution Checklist

• Provide assessment of network performance for services run over IP and Radio environments

• Identify current and future network bottlenecks and capacity planning issues

• Seamless integration to Fault solutions for immediate alerting to operations center personnel

• Provide key customer visibility of network utilisation and trending

Network Performance ManagementManage Complexity and Minimise New Capex

Integration to Consolidated Operations

� Automated alerting based on thresholds to facilitate both proactive and reactive actions

Capacity Planning

� Provide historical and predictive detail of service and component utilisation across entire infrastructure to maximise ROI

Service Performance�Track complex services across entireinfrastructure for quality and adherence toagreed service levels�Provide portal access for customer reporting



2G RAN 2.5G PS Core SDH/PDH IP Net Ethernet Transmission All-IP NGN3G Core3G UTRAN POTS

TNPMW Data Collection and Load

Proviso Data Collection/Data Channel

TNPMW

Database

Proviso

DataMart

TNPMWClient Apps

ProvisoData View

Netcool Omnibus

Threshold Alarms

Subject Matter Expert GUI

In context launch of report from Webtop toolIn context launch of report

from Webtop tool

Trouble Ticket

Performance ManagementInterim Architecture for Common Visualization and Alerting


5 Common Customer Challenges













See See your your

businessbusiness

ControlControl


assetsassets

ControlControl


assetsassets





With the Tivoli solutions, service providers have r eal-time and historical status of services being delivered with a business context highlightin g potential costs and revenue impact

Service QualityManagement Solution Checklist

� Real-time view of individual customer experience

� Prepackaged service metrics

� Collated individual quality metrics for per Enterprise summary information

� Proactive SLA Management ensuring service quality levels are achieved

Service Quality ManagementImprove Customer Retention

Highlighted CapabilitiesCustomer Experience Management

� Pre-defined analytics views: individual, service, customer group, handsets, networks

� Per session information for quality assessment

Root Cause Analysis

� Rapid problem isolation leveraging per session information for linkage to improved customer care responsiveness and accuracy.

SLA and Service Performance Management

� Manage external SLAs and summarized service quality for enterprises and subscriber profiles



See See your your

businessbusiness

ControlControl


assetsassets

ControlControl


assetsassets





With the Tivoli solutions, service providers have r eal-time and historical status of services being delivered with a business context highlightin g potential costs and revenue impact

Service QualityManagement Solution Checklist

� Real-Time and Historical view of service quality summarized across service infrastructure

� Predictive view of service quality trends

� Business context (revenue, cost and customer) applied to service summary information

� Management of internal and external committed service levels and agreements and financial impacts

Service Quality ManagementReduce Delivery Cost

Real-Time Service Status Monitoring

� Unified Operational Dashboard

� Real-Time Service Availability & Performance

SLA and Service Performance Management

� Manage internal OLAs and summarised service quality for enterprises and subscriber demographics

� Identify service degradations with highest business impact and track improvement

Root Cause Analysis

� Visual root cause analysis based on service dependency models driving improved speed of diagnosis and remediation



Open Interfaces for 3 rd

Party OSS Integrations

Value-Added Integrations with Tivoli Service Management

Operational, IT and Transactional Data Sources

Unlocking Service Quality Management


Wireless PerformanceWireless PerformanceManagementManagement

IP PerformanceIP PerformanceManagementManagement

Event Event ManagementManagement

Systems & ApplicationsSystems & ApplicationsMonitoringMonitoringActive TestersActive Testers

Performance Metrics

AlarmsPerformance

MetricsTest

ResultsSystem

Statistics

Real Time Display of Service Availability and Performance

SLA Violations

External Notifications

Visual Root Cause Analysis

Unified Operational Dashboard

SQMC Offering

SLA Management

Customer Experience

Real-Time Status

Unlocking Service Quality Management Real Time Service Status Monitoring


From Consolidated Operations to Business Service Management

�� Business & Business & Operational Operational DashboardsDashboards

�� RealReal--time time service service modelingmodeling

�� Service Service Impact & Impact & root analysisroot analysis

�� Balanced Balanced scorecardsscorecards

�� SLA TrackingSLA Tracking

ConsolidatedOperations Management

BSMBSM


Manages SLAs – external, internal, 3rd party

Identifies service degradations with highest business impact

Provides a historical and predictive view of

delivered service quality

Measures service quality experienced by specific

enterprises and subscriber demographics

Automated root cause analysis of service

performance problems

SQMC OfferingReal-Time Status

Customer Experience

SLA Management

Unlocking Service Quality Management SLA and Service Performance Management


Near real-time views of individual customer

experience

Correlation with overall service quality trends

Pre-packaged service metrics

Predefined analytic views: individual, service, customer group,

handsets, network

SQMC OfferingReal-Time Status

SLA Management

Customer Experience

Unlocking Service Quality Management Customer Experience Management


What Tivoli Delivers for Service ProvidersManage the services infrastructure thru operational efficiency interlinked to business context

Operational Efficiency

Operational Operational EfficiencyEfficiency

Competitive Advantage

Competitive Competitive AdvantageAdvantage

Service Excellence

Service Service ExcellenceExcellence

Risk Mitigation

Risk Risk MitigationMitigation

Revenue ProtectionRevenue Revenue

ProtectionProtection

Realtime end-to-end service visibility and predictiv e intelligence for problem avoidance

Revenue Protection

Security incident response and reporting for compli ance across Next Generation network and service infrastr ucture

Risk Mitigation

More efficient and productive deployment of human an d technology resources

Operational Efficiency

Faster time to market, increased responsiveness to business and technology changes

Competitive Advantage

Realtime visibility and monitoring to ensure service availability and quality

Service Excellence


Thank You!

Documents

Service Quality and Customer Experience Somit Gupta ... · Service Quality and Customer Experience ... Building on eTOM and ITIL frameworks ... Management Solution Checklist