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Customer Experience Management Through the Evolution of Networks
gen-E Technologies 2016
Adrian Alonso, Speaker
• 15+ year veteran of the Telecom industry
• Held NOC Management Positions and Led Network Operations Systems Strategy at Frontier and Verizon
• Military Veteran
gen-E Technologies 2016
Networks are the lifeblood of today’sanytime, anywhere communications
gen-E Technologies 2016
Advanced Network Management Tools Market Born of Necessity Last 15 Years
gen-E Technologies 2016
Early 1990’s Single-vendor Networks Barebone NMS Minimal Standards
The Evolution of Networks
gen-E Technologies 2016
Late 1990’s Interoperability Standards Network Growth Mobile Phones Internet
Early 1990’s Single-vendor Networks Barebone NMS Minimal Standards
The Evolution of Networks
gen-E Technologies 2016
Late 1990’s Interoperability Standards Network Growth Mobile Phones Internet
Early 1990’s Single-vendor Networks Barebone NMS Minimal Standards
Today Increasing Customer Demands Network Complexity Virtualization 5G Preparation
The Evolution of Networks
gen-E Technologies 2016
Convergence, Competition and Churn are Igniting the need for More Services
Churn
Competition
Convergence
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Consumer Demand Requires Convergence along with High QoS, Moderate Cost, and High Security
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Mergers & Acquisitions Provide Consumers with More Services at Lower Prices
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Increasing Customer Churn Requires Service Providers to Deliver Optimal Quality of Service
Quality of Service Security Speed
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Vendors Are Challenged to Build Solutions That Enhance Customer Experience
Cloud Computing
Mobile Computing
Predictive Insights Advanced Analytics
Automation & Correlations
Link Lines of Business
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New Application Monitoring Tools Can Predict the Future to Ensure a Seamless Customer Experience
Congestion
Congestion
Latency
Usage Spikes
Corrective Actions
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Network Management Tools Can Help You Dig into Rich Data...
Network Topology
360 Customer View
Contextual Customer Information
Financial Impact of Network Actions
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And Transition Network Operations to Service Operations and Beyond
Network Operations
Center
Service Operations
Center
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Unified Tools For Virtualization Enable CSPs to Offer Attractive Tiers to Customers
Service Assurance Platform
Virtual Environment On-prem Environment
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Phase 3
Moving from Chaos to Calm A Process Approach
Chaos
Reactive
Proactive
Managed
Optimal
Phase 2 Phase 1
Ad Hoc
Under- documented
Unpredictable
Multiple Help Desks
Fire- fighting
Inventory Mgmt
Event Mgmt
Document Problem Mgmt
Performance Monitoring
Trend Analysis
Problem Prediction
Automation
Service- defined Quality
Goals
Monitor & Report on Services Capacity
Planning
Self- provisioning IT Improves
Business
Business Planning IT &
Business Link
gen-E Technologies 2016
Companies in Phase 1 Have a Difficult Time Managing the Customer Experience
Chaos
Reactive
Phase 1
Ad Hoc
Under- documented
Unpredictable
Multiple Help Desks
Fire- fighting
Inventory Mgmt
Event Mgmt
Document Problem Mgmt
gen-E Technologies 2016
Proactive
Managed
Phase 2
Companies in Phase 2 Can Proactively Manage the Customer Experience, But Not SLAs
Performance Monitoring
Trend Analysis
Problem Prediction
Automation
Service- defined Quality
Goals
Monitor & Report on Services Capacity
Planning
gen-E Technologies 2016
Phase 3
Optimal
Companies in Phase 3 Have Linked IT and Business Units Delivering Optimized Operations
Self- provisioning
IT Improves Business
Business Planning IT &
Business Link
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Transitioning Through the Model Requires Deep Analysis and Strategic, Methodical Planning
Full Analysis of Network Operations
Determine the Desired State of Network Operations
Develop a Plan to Bridge the Gap
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Ensuring the Customer Experience While Transitioning Through the Maturity Process
Maintain a 360० View of the Customer
Monitor Your Key Performance Indicators
Facilitate Open Channels of Communication
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gen-E OpsCenter & InfiniView Service Assurance Software & Advanced Analytics Software
Professional Services / Training Full service consulting; environment assessment, S/W integration & custom development, formal training for all levels of network management staff
Managed Services Remote End-to-End IT infrastructure
management & support
Reference Architecture Best of breed and source products to improve operation supportability
with agility.
gen-E is a Strategic Partner Ensuring a Smooth Transition Through the Maturity Model
Thank You www.gen-e.com