Alcatel-Lucent Managed Services Overview Brochure

Alcatel-Lucent Managed ServicesOverview

Alcatel-Lucent Managed Services - Overview

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Operators have to continuously evolve their networks and be savvy about the use of technology to meet

the exploding bandwidth demand being created by today’s end users with their smartphones, devices,

and apps. More operators are investing in emerging technologies such as SDN/NFV to meet this demand

and to ensure that their networks are scalable and flexible to fulfill their end user needs. With this

shift in both technologies and increasing end user expectations, operators have to quickly evolve and

transform their network operations. They must focus on faster time to market, technology readiness, cost

optimization, and quality of services.

Alcatel-Lucent Managed Services assists customers through its solutions that are specially designed to

support operators with seamlessly managing the changing telecom industry (e.g., Telco- IT Consolidation),

with a focus on service management and customer experience management. Alcatel-Lucent Managed

Services are focused on service quality and end user experience while delivering speed, cost optimization

and quality of service. As the industry moves towards a more virtualized environment through software

defined networks, Alcatel-Lucent Managed Services is ready to deliver solutions that meet these

additional operational challenges.

The Alcatel-Lucent Managed Services Business is based on the following three pillars:

• An innovative and forward looking portfolio

• Standardized Delivery Blueprint

• Operational excellence based on a focused organization, leveraging optimal processes, tools and

improvement methodologies


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Managed services portfolioThe Alcatel-Lucent Managed Services Portfolio is designed

uniquely to extend the benefits of traditional managed

services with the value based service offerings in operations

transformation, customer experience, cloud and security

services and is categorized into four major domains:

• Managed Network Services

• Innovative Technology Solutions Bundles

• Managed Care Services

• Managed Telco-IT and Cloud Services

The design of our managed services portfolio is based on

customers’ current and future requirements. The associated

Alcatel-Lucent Managed Services delivery model is aligned to

provide the right solutions to key customer challenges.

MARKET DRIVEN PORTFOLIO DRIVES

REQUIRED MANAGED SERVICES

DELIVERY CAPABILITY AND STANDARD

DELIVERY MODEL

Blueprint defines the standard service packagesEncompassing end to end delivery requirements

Alcatel-Lucent managed servicesblueprint model

Fully integrated delivery structure providing unmatched performancewith 6 sigma level of excellence

Network managementdomains Organization

Process MetricsSystem/ Tools

Governance

Aligned witheTOM and ITILframeworkds

Performance management

Service desk management

Fault management

Inventory management

Field Force management

Job catalog

Professionaldevelopment

Delivery centers

Managedservicesportfolio

Managed Telco-IT andcloud services

Managed care services(SOM & CEM)

Innovative technology solutions bundles(BOT)

Managed network services

Managed services blueprint service packages

Business enabler package

Migrate package

Buildpackage

Operatepackage

InnovatepackageE

vo

luti

on

ro

adm

ap

Val

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crea

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Alcatel-Lucent managed servicesblueprint model

Fully integrated delivery structure providing unmatched performancewith 6 sigma level of excellence

Network managementdomains Organization

Process MetricsSystem/ Tools

Governance

Aligned witheTOM and ITILframeworkds

Performance management

Service desk management

Fault management

Inventory management

Field Force management

Job catalog

Professionaldevelopment

Delivery centers

• Governance

• Organization & Delivery Structure (people)

• Processes

• Tools/systems

• Reporting (Metrics / KPIs)

Key components of the managed services delivery modelAlcatel-Lucent Managed services standard delivery model is based on the following five key components:

Managed servicesoperating principles

Standardization

Knowledge Sharing

Resource Pooling

Lean Operations

• Optimization of standard workflows • Delivery Centers handle multiple projects in a common way• Optimized tool and system investments

• Systematic sharing of Lessons Learned • Proactive sharing of known issues across the global delivery organization• Implementation and continuous improvement of Best Practices

• Sharing key experts across multiple projects globally• Global standardized skill sets providing flexibility

• Optimized Cost Structure with automation and standardization• Reduction of incidents, problems and impact on customer services


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Defined methodology to apply standard delivery components within Managed Services projects

• Standardized Processes & Measured Service delivery efficiency

• End to End Responsibility through standard automation

• Measured Effectiveness

MS Blueprint and the Delivery Model Components

Each delivery component is developed based on the 3 key pillars:

• Standardize processes and provide metrics to measure performance for incident / problem / change management.

• Introduce the ‘Lean Six Sigma’ measuring service delivery efficiency based on processes & tools: Cycle Time, Standard Activity

• Integrated Trouble Ticketing to allow flow through problem escalation, tracking and resolution

• E2E Responsibility of SLAs from both operational and technical perspective

• Coordinate Delivery Center-triggered problems Network Trouble Tickets & Customer Trouble Tickets

• Measure Operational Service Availability

• Reporting Access Through Portal

• Effectively Measure Service Delivery

Standardized processes & measured service delivery efficiency

End to end responsibility through standard automation

Measured effectiveness


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Our delivery is supported by a comprehensive structure that brings multiple Alcatel-Lucent team together to support our customers’

network deployment and operations activities. Each team provides unique capabilities that are necessary components of a

successful end-to-end engagement. Working together as a cohesive organization, these teams provide seamless and efficient support

to our customers’ networks and operations.

Global Service Delivery (GSD):

With regional and local delivery centers, GSD teams are at the heart of managed services operations delivery, providing network

surveillance and trouble resolution services to ensure our customer networks continue to function as expected. This organization

also offers remote technical support staffed with network, product and solution experts capable of solving complex network issues,

providing remote engineering, integration, provisioning and configuration management support.

Delivery structure

Provide repair

and advance

exchange

service to the

Customer

Advance Exchange &

Repair

Schedule and

execute

successful on site interventions

Field Force Management Identify,

analyze and deliver product

fixes to

Customer

Problem Resolution

Network Change

Management

Prepare & Execute intervention with minimumservice disruption

Service Request

Management

Welcome, Record & Route Customer service requests

Incident Restoration

Restore Customer regular service operations as soon as possible

Prevent breakdown &

failures of

Customer

operations

Preventive Maintenance

Our key Customer

facing processes

RAP

ITSM

CARESNetcool

FDMeSpares

Our key Customer

supporting tools


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Delivery structure

Repair and Exchange Services Organization:

Repair and Exchange services provide rapid replacement of damaged network elements or field replaceable components.

Field Services Organization:

On-site technicians who support the repair and replacement of network elements and provide both preventive and remedial

services.

Local Services Organizations:

Support teams focused on managing specific customer technologies and third party contractual arrangements.

The local organizations include functions like Program Management, Customer Technical Support, Engineering and Installation.


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Value Creation Drivers Benefits to Customers

• Continuously improve standardized operational

processes and support systems

• Enable global learning to be applied locally

• Reduce time and cost to introduce new products

and technology

• Reduce resource requirements through fewer

systems and the application of best practices

• Avoid unnecessary tools investment and

deployment, and accelerate operations readiness

• Proactively improve quality while eliminating

and streamlining work required to achieve

agreed outcomes

• Faster time-to-market, time-to-delivery, time-to-

profit through efficiency and getting it right the

first time

• Lower total cost of ownership and operations

(TCO) through avoidance of costly errors,

mistaken attempts, re-do’s, and through efficient

proven methodologies

• Improved quality and end-user experience

through fewer failures, errors, outages, faster

fault resolution, trouble avoidance techniques,

and a focus on service quality

• Reduced risk through predictable performance

and cost results that are tracked and managed

with effective KPIs and SLAs

Alcatel-Lucent is engaged with multiple customers covering multi-vendor and multi-technology environments.

This experience adds significant value in the delivery of operational and business processes.

Resulting Alcatel-Lucent managed services profile

TECHNOLOGY

Market-leading

Technology

profile-

Unmatched

innovation

Advance Service

Delivery Model-

Proven tools &

processes

Real-world

experience

in Operations

and Managed

transformation

UBB Platform

and Optical /

Routing and

technology

64% Improvement

in MTBF

+10 yrsof experience in

transformation projects

+300Kmulti-vendor network

elements managed

+20 yrsof experience in

Managed Services

E2E

Operations

Ownership

16-20%TCO

Optimisation

NW and

Operations

Transformation

25%Opex

Optimisation

PSTN

Transformation

25%decrease

in tickets

Vendor,

Technology

and Services

Expertise

50% Reduction

in MTTR

INNOVATE

CARE TRANSFORM

INNOVATE

CARE TRANSFORM

INNOVATE

CARE TRANSFORM

EXPERTISE

EXPERIENCE

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