cutting edge it connectivity customer satisfaction - · pdf filecutting edge it connectivity...
TRANSCRIPT
TELECOM SERVICES
Cutting edge IT
connectivitycustomer satisfactionfor improved and enhanced
!
www.wipro.com www.wipro.in
Wipro Infotech
Corporate Office: Doddakannelli, Sarjapur Road, Bangalore - 560 035.
Tel: +91-80-2844 0011 Fax: +91-80-2844 0214
he recent growth surge in the Indian telecom sector has unfolded
a whole new vista of opportunities for both new and entrenched Tplayers. Though the future looks promising, it also poses a myriad
of challenges. Government regulations continue to be unpredictable.
Subscribers expect high end offerings at lower tariffs. Moreover,
emerging trends & technologies are becoming key business drivers.
Having studied and understood these dynamics for over two decades,
Wipro has been successfully helping telcos leverage the power of
converged technologies for driving business transformation.
As service providers continue to streamline business processes and
invest in smarter technologies for enhancing the competitive edge,
Wipro has already kept pace by making the right investments in the
telecom space. The
(capex, opex or mix of both) substantiate this fact.
Leveraging the potential of 900+ telecom professionals and strategic
alliances with leading solution vendors & telecom infrastructure
development companies, Wipro delivers an array of services designed
to create a seamless integration between the network and the IT stack.
Apart from ensuring sustenance of the network elements, software
stack and platform, Wipro's telecom suite spans the entire value
chain–From design, product understanding, configuration, installation
and implementation to integration of network elements, product
sustenance and complete support.
Having successfully implemented solutions along the people, process
and technology dimensions to deliver higher ROIs, Wipro has now
emerged into a partner of choice for premier telecom service providers
in India and Middle East.
CoEs, Labs and Innovative Engagement Models
The service delivery is based on
multiple models–revenue sharing, capacity usage, subscription or
purely service oriented.
WIPRO'S TELECOM CONNECTION
Wipro Assurance Management - Aligned to ITIL
22 44
33 55
88
66
77
CUSTOMER
USERS
Service Desk
SERVICE DELIVERY
SERVICE ASSURANCE
SERVICE LEVEL MANAGEMENT
IT F
INA
NC
E M
AN
AG
EM
EN
T
ConfigurationManagement
IncidentManagement
ProblemManagement
ReleaseManagement
CMDB / CMS
CHANGEMGMT
IT SERVICECONTINUITY
MGMT
AVAILABILITYMGMT
CAPACITY MGMT
SECURITY MGMT
Network Operation Center Structure
Proposed KPIs
Service Management
§Cycle Time to Acknowledge Service Request
§Cycle Time to Complete Design Solution
§Percentage of Jobs Completed On-Time without Client’s Intervention
§Percentage of Jobs Completed with Right at First Time
§Response & Resolution Time to Resolve Design Solution Issues
Design & Fulfillment
Design Solution Management
§Cycle Time to Acknowledge Service Request
§Cycle Time to Build Pricing & Quote
§Cycle Time for Order / Delivery of Product (or) Service
§Cycle Time to Install & Test Products
§Cycle Time to send periodic updates to internal & external customers
Provisioning & Fulfillment Mgmt
§Cycle Time to Acknowledge Service Request
§Cycle Time to Complete Resource Configuration
§Cycle Time to Activate & Test and Service Integration
§Percentage of Jobs Completed On-Time without Client’s Intervention
§Percentage of Jobs Completed with Right at First Time
§Response & Resolution Time to Resolve Configuration Issues
Monitoring & Management
Operation Management
§% Tickets Proactively Raised
§Incident Ticket Creation within x minutes of Event Detection
§Network Uptime
Network
Performance
Management
In-Life Operation
Management
Network Resource
Management
§Response time, with severity & priority of incidents
§Resolution time, with severity & priority of incidents
§Cycle Time for Configuration Management
§% Right First Time
§Number of Entries to Knowledge Base
§Network uptime,
§MTRS
§Percen tage Schedu le Adherence
§Percentage Cost Adherence
§Percentage Adherence to Agreed Project Process
Network Elements
§Battery
§Transformer
§Generator
§DG Set
§AIR Conditioner
§Power Distribution System
§ATS Panel
§Rectifier
§Other Power Related
§Sytems
§MSC
§BSC
§HLR
§OMC-R
§TCU
§SGSN
§USP
§DWDM
§SDH
§Wireless
PASSIVEACTIVE
Service Desk (Level-0)
Network Operation Center(NOC)
Transmission Wireless(GSM&WIMAX) IP/MPLS
Level–1
• Check alarm
• Remote resolution
Level–2
• Field Support resolution
Level–3
• Resolution with support
of OEM
Level–1
• Check alarm
• Remote resolution
Level–2
• Field Support resolution
Level–3
• Resolution with support
of OEM
Level–1
• Check alarm
• Remote resolution
Level–2
• Field Support resolution
Level–3
• Resolution with support
of OEM
Field Support & Management
§Field Support & Management - Core Platform
» Preventive Maintenance
» Network Elements Change
» Replacement of spares
» Resource Performance Management
» Planned outage / Coordination with Supplier
§
§Field Support & Management - Order to Cash
» Customer Site Preparation & Rediness Validation
» NE and Link Installation & Configuration
» Network Activation & Testing
» End-to-End Service Testing & User Acceptance
• Field Support & Management – Fault to Restore
» To Support last-mile
» To Break Fix support
» To Attend & Control Network Outage During Emergency Breakdowns
» To support the customer on Planned Network Mgmt Activities
» On AMC and Warranty Support for the CPEs
Wipro Field Support
Field Services
Centralized NOC PMO
Monitoring and Vendor Coordination
Contract Management
Field Support Team
Spare request/Logistics
Spare Management Team
OEM/VendorEscalation
North HUB East HUB West HUB South HUB
Field EcosystemVendor / Contractor /Field Support Team
§Field service is a decentralized organization that relieves and supports the centrally organized configuration management team in
the Network Operations Center when carrying out less complex tasks.
§Field service is above the fault management and configuration management for all onsite activities.
The following task areas are described there:
sOnsite HW and SW maintenance, e.g. routine maintenance of the HW and routine storage of the SW.
sOnsite standard fault correction
sOnsite emergency handling according to the instructions of fault management
sOnsite trunk/line tests and measurements
FIELD SERVICE
Onsite Hardware & Software Routine
Maintenance
Onsite Line & Trunk Testing &
Measurement
Onsite Emergency Handling
Onsite Standard Fault Clearance
FaultManagement
Configuration Management
Wipro Field Maintenance MS Delivery organization
NATIONAL
CIRCLE
CLUSTER
ZONE
PROGRAM MANAGER
O&M LEAD 1 O&M LEAD n
CLUSTER O&M LEAD 1
CLUSTER O&M LEAD n
O&M ENGINEER 1 O&M ENGINEER n
TECHINICAN 1 RIGGER 1 TECHINICAN n RIGGER n
Network Services - Capability
Technology Build NOC Field
Transmission
Fiber
NGN
Wimax
GSM X
TELECOM OFFERINGS BANDWIDTH
Telecom voice
Telecom optical
infrastructure m
ocele T
Telecom applic a
t ion
Wipro offers varied levels of
s u p p o r t f o r y o u r B a s e
Transceiver Station depending
on the criticality. It spans
hardware and software failures
in the network, outage of
individual circuits and more. The
diagram below outlines the exact
levels of criticality.
Base Transceiver Station (BTS) Support
CRICTICAL (S1)
(Catastrophic Failure)
CRICTICAL (S2)
(Loss Of Services)
MAJOR (S3)
( Loss Of Redundancy)
MINOR (S4)
( Non Critical)
§Service Affecting outage on Individual Circuits or Products
§Continuous Fluctuations on Individual Circuits or Products
§Partial or Complete Loss of traffic in the Network
§Link Error, Packet Loss and Latency
§Non Service Affecting Hardware Failure in the Network
§Non Service Affecting Software Failure in the Network
§Loss of redundancy
§Intermittent / Periodical Fluctuations
§Loss of protection switching capability
§Loss of access to Maintenance
§Loss of system ability to provide alarms
§Service Affecting Hardware Failure in the Network
§Service Affecting Software Failure in the Network
§Partial or Complete Loss of traffic in the Network
§Loss of Network or part of Network Management from NMS
§Loss of Network Synchronization
§Alarm / Action / Performance Log
§Request for RCA
§Technical Query related to Product
§Lesser severity and no impact to system performance
BTS
Driven by a thorough understanding of a telco's operational processes, Wipro delivers a service suite that encompasses
all the requirements apropos of telecom NSS support.
Network Switching Subsystem (NSS) Support
Knowledge of authentication center systems
Thorough understanding of the Cellular Telephone operating philosophy from handset to landline
Gathering of Switch performance weekly report thru WNMS and Proptima
Software upgrade / activation of Patches and testing after the software upgrade / patch loading as per
Client standards
Strengths in troubleshooting complex network systems and under extreme pressure, the ability to determine
corrective actions and the management ability to dispatch required resources to correct the problem
Handling of the defective Spares / FRU return
SDM and BSSM Administration and Maintenance
Reporting and paperwork associated with the assigned works
Fault Repair and FRU replacement on the assigned sites
Troubleshooting and rectification of all the NSS elements
Perform backups as per schedule
NSS
The telecom team at Wipro has the competency to handle every facet BSS and OMCR–from knowledge transfer
and network optimization to troubleshooting and software upgrades.
Base Station Subsystem (BSS) and Operations Maintenance
Center Radio (OMCR)
§Knowledge Transfer to End Customer
§Knowledge in Installation manuals, technical specifications and drawings
§Maintaining the updated network Details
§Optimization of Network.
§Integration of the BSC,TCU, BTS & PCUSN from the OMC-R
§WeklyReport on BSS performance.
§Monitoring site faults, RF parameters using appropriate tools.
§Preventive Maintenance Schedule
§BSS Backup (BDA & BDE) Managementn daily, weekly & monthly Basis
§Troubleshooting and rectification of all the BSS related complaints.
§Reporting and paperwork associated with the assigned work
§Handling of defective Spares / FRU Return
§Responsible for Software upgrade of OMC-R server
§Activation of Patches and testing after the Software upgrade
BSSAnd
OMCR
The service offerings in the optical domain encompass everything from operation and maintenance to traffic
swapping and spares replacement.
Optical Services
§Operation & Maintenance/Implementation/ Project Northern Regional Network Operations
Center (RNOC)
§Enable Daily updating of Network Management Systems.
§Monitoring & Break-Fixing for NEC SDH & DWDM Network as per SLA
§Installation and commission for the New SDH/DWDM sites for NEC.
§Lambda Channel Addition for OADM, NEC DWDM Sites.
§Transponder Cards Addition for OADM, Term, Dual Term NEC DWDM Sites.
§Planning Installation, Commissioning and Acceptance Testing of SDH and DWDM
§Planning and Implementation for Running Site Conversion of ILA to OADM, OADM to Dual Term.
§Traffic swapping from existing node to new nodes.
§Maintaining DFR for keep the network update.
§Break-Fix calls Spare Replacement and Follow-up with Vendor as per RMA Process
Optical
Scope Of Work
The scope of work includes an entire gamut of IT services for regular preventive maintenance to spares management
and electricity bill collection.
Technician & Riggers
§Regular preventive Maintenance
§Corrective maintenance for Passive Infrastructure (at the time of outage using trouble ticket)
§Planned Work (as desired by customer using work orders)
§Management of Spares
§Diesel filling in the DG sets installed at sites and maintaining the diesel level in the tank more than 40%
of tank capacity at all times. Preparing the monthly report as site wise DG running and diesel
consumed /filled to be submitted every month.
§Purchase of Passive spares and consumables as approved by customer from sources approved by
customer on prices which are agreed to in writing by customer.
§Electricity bill collection, rocessing(bycompany) and payment (By Bank) (where applicable) and stamps
(by us)
§One warehouse in each circle for storing spare & consumables
Technician and
Riggers
Scope Of Work
Wipro's telecom team recommends the right mix of strategies and solutions to streamline a telco's spare parts
inventory management.
Spare Parts Management
Spare stocking based on
§Failure Pattern
§Install Base
§Turn around time
from Principals
§Spare transit time
Spares are stocked at 23 locations to quickly
address requirements and thus enhance
customer satisfaction. Stocks are monitored by
Central Stores located at Bangalore.
The service includes preventive, corrective and planned maintenance of Infrastructure elements like Low Voltage Power
Distribution System, DC System, Battery, Transformer, Generator, ATS Panel, Rectifier, DG Set, Air Conditioner and
other power related systems
Infrastructure Elements Support
Monthly check up §DC device.
§Connectors are loose or corroded. §Appearance, connection and temperature of the cable.
§Batteryis leaking or deformed. §Contactor and the switch.
§Any acid mist or liquid escapes from around the pole rod §Signal indicator and alarms. or the safety valve.
§Clean the AC power distribution box. §End voltage and ambient temperature of each battery.
§Alarm indication and display functions. §Batterysurface.
§Relay, circuit breaker and fan. §UPS and the AC voltage stabilizer.
§Load equalization.
Wipro's Managed IT Services not only offers monitoring, management and administration of the IT
environment; but also synchronizes IT with business to maximize business performance.
Managed Services (BTS Network)Quarterly check up
Semi annual check up
Annual check up
Civil Work Environment
§DC output current-limiting protection.
§Calibrate the set parameters.
§Lightning protection.
§Contact of the switch and the contactor.
§Automation function and the remote functions.
§Neutral line current.
§Perform equalized charging for the battery sets which never discharge in the
past quarter.
§Functions and performance indices of the monitoring system comprehensively,
§Measure the output current of the UPS system, and handle exceptions if any.
§Low-voltage power distribution system:
§Pulse voltage of the DC power supply system.
§Lightening arrester.
§Resistance of the base line (in dry seasons) to ensure a normal value.
§Voltage potential of the feeder bus, cable and soft connector.
§Batterycapacity, and handle problems in time if any.
Similarly checking for transformer, generator, ATS panel, generator control panel,
rectifier, power distribution system and other power related items present on site.
Inspecting he following items monthly:
§Clean the equipment and the equipment room.
§Cleaning of the feeder cable, sealing, cabling rack and jumper. Pay attention to
equipment safety and prevent equipment fault caused by cleaning.
§Check water leak or penetration on the wall of the equipment room, feeder hole,
air conditioner hole, doors and windows.
§Check the indoor lighting and power supply socket.
§Check the equipment room, doors and windows and door locks.
§Prevent fire, theft and water, and ensure the safety of the equipment room.
§Check temperature and humidity of the equipment room.
§Inspect the alarm sensors for temperature, humidity, smoke, flood and access
control alarms.
§Serve a notice to the equipment room before and after the inspection.
§Detect safety pitfalls and make correction.
§Earthing System of Site.
§Check the effectiveness of the fire extinguisher monthly, and update the check
records.
§In case of special weather such as typhoon and storm, perform the foregoing
inspections for the equipment room environment in time after elapse of such
weather conditions.
§DG maintenance & check up as per standard check list.
Field Operations
§POP Site Maintenance
§Infrastructure Maintenance
Preventive & Corrective Maintenance
Spares Management
§
§
Scope Of Work NOC Operations
§Alarm Monitoring
§Interconnectivity Management
§Traffic Engineering & Optimization
Project
Management
§Vendor Management
§Inventory Management
§Timeline Management
Transmission
Network
Networks in Purview
§PDH
§SDH
§DWDM
Wireless
Network
§WIMAX
§GSM
§MICRO WAVE
Networks in Purview
Preventive
Maintenance
§BTS Maintenance
§Infra Maintenance
§Schedule & Check List
§Reports
Fault
Management
§Fault Classification Matrix
§Diagnostics Check
§Fault Priority Matrix
§Known Error Database
§SLA
§RCA & Reports
Spare/
Warehouse
§Spare Management
§Spare Requisition
§Spare Database
General
§Tool Checklist
§Escalation Mechanism
§Resource Details
§Master Database
§Documentation
Governace
§Resource Management
§Document Control
§Roles & Responsibilites
§KPI;s
§Organization Structure
§Review
Transport
§Transport Management
§Log Book
§Utilization Tracker
§Escalation Matrix
§ Roaster / Routing
Priority categorized as:
§Priority 1 : Metro / Urban
§Priority 2 : Suburb / Single BTS Site
§Priority 3 : Highway / Railway
P1 Sites : MTTR (< 3 Hours)
P2 Sites : MTTR (< 6 Hours)
P3 Sites : MTTR (< 8 Hours)
Service Level Agreement
§On-Site Corrective Maintenance
§Preventive / Scheduled Activities
§Spare Logistics and Faulty Replacement
§RF Drive Test
§Power Environment System Maintenance
§Microwave and Fiber Optic System Maintenance
§Transmission Maintenance
§Cable and Antenna system Maintenance
First line maintenance (FLM)
O & M Support Services
MONITORING
ADMINISTRATION
DIAGNOSTIC
( PROACTIVE & REACTIVE)
REPORTING
INCIDENT MANAGEMENT
PROBLEM MANAGEMENT
CHANGE MANAGEMENT
CONFIGURATION MANAGEMENT
Comprehensive
Network Managment & Support Solutions
Delivered In Integrated
Service Desk / Technical
Desk Model
WIRELESS
DATA
VOICE
TRANSMISSION
IP
Level 4
Disaster Recovery, Business continuity, Network Engineering and Feature Enhancement
Level 3
Break-Fix, Hot Fix, Workarounds and Change Control
Level 2
Technical trouble shooting ( System, Network and Multivendor Platform Support)
Remote Management, Problem Management and SLA Management
Level 1
Proactive Network Monitoring
Incident Management
First Level Analysis and resolution
Focus: Quality of Solution and On time Service Delivery
Focus: System Engineering skills / Knowledge, Accuracy of solution and SLA adherence
Focus: Technical Knowledge for trouble shooting and SLA adherence
Focus: Speed of response and First time resolution
Why Wipro Managed Services
Wipro is the industry leader in Managed Services
Customers gain access to Wipro’s global and local
expertise as well as our economies of scale
Wipro has the experience of managing
multivendor and multi technology environments
Wipro uses the Best Practices based on ITIL
and eTOM
Wipro helps operators to lower and control
spending
Wipro’s Managed Services offerings provides
competitive advantages
Global Service Management Center (GSMC)
§Estd. in Mysore in the year 2005
§India’s largest IT service management centre
wOver 1050 qualified professionals
wManaging 85+ customers IT Infra as on Dec’ 08
wGlobal Service Delivery models
wHybrid & Fully Remote
§We operate in India & Middle east geographies
wNOC: Mysore, Chennai & Dubai (POP)
§High redundancy built-in to support in 24x7 model
wDR Sites: Bangalore & Chennai (Active Site)
§ISO 9001, ISO 20000 & ISO 27001: IMS certified
wPeople, Processes, Products & Partners (4 P’s)
GSMC Image
Support Centre Capabilities
Customer
§ Log a New Call
§ Status Update
§ Complaints
§ Queries
Customer Customer Satisfaction Survey
§Database Errors
§Renewal Issue
Revenue Team
Validation Process
§ Update on Call Allocation
§ Update on Change in Call Allocation
§ Update Call Closure with Diagnosis
§ Indent for Spares
§ Close Call
Field Visit Team
Serial Number Updates
Emai
l
Phone
Fax
SMS
EmailPhone
Online Call Closure
24x7 Call Centre Team
W e b
Phone
Remote services model
Remote Services / GSMC
Managed IT Expert Connect Simple Connect
End to End ITSM
Pro-Active Support
Hardware / Product support services
Reactive Support
Networks
SAP etc.
, , Apps ,
Servers Security
Database
§ 24 x 7 proactive IT services monitoring & mgmt
§Data centre mgmt services, & End user support services
§24 x 7 technical support centre
§All enterprise range products support
§24 x 7 contact centre support services
§All desk side related peripherals support
Professional IT Services
ConsultingSystem
IntegrationAvailability
ServicesManaged IT
ES IAS
GSMC: How we do it.
PEOPLE§11000+ qualified professionals across India and Middle East
§Multi-skilled and certified professionals across technologies / platforms
§Low attrition rates controlled by various initiatives/ programs
§TNI (Training need identification) program across programs
§Industry and domain knowledge acquired by Wipro for the past two decades
PROCESS §Certified and adheres to : ISO 9001, ISO 20000 and ISO 27001 (ISMS)
§All the Service Delivery processes are aligned to the standard frameworks such
as ITIL
§Proven due diligence, KAP and Governance framework
§Periodic internal audits, reviews and delivery to improve the service levels to
our customers
TECHNOLOGY§Integrated tools agnostic service delivery framework:
wHP OVO, HP NNM, SiteScope, Compuware BSM, CA SLMO, HP Reporter and
many other in-house developed tools
§Long term strategic partnerships with most of the principles to provide the
cutting edge solutions to our customers
ITIL Aligned: GSMC Operational Model
Global Service Management Center
GSMC Service DeskSupports all calls generated by tools & addressed by the Incident Management team
L1 & L2 support for Incident / Problem / Release / Change / Configuration Mgmt
L3 Team for Change / Consulting Services
GSMC Tools for- Monitoring of identified elements, Event Mgmt of alerts & calls, Processes Management, Customer dashboard
TACACS / Password
GSM Modemult
SMTP Alerts
Reporting Servers
SMS Gateway of service provider
Redundant connectivity
Alerts through SMS to relevant stake
holders
Real time information through portal
Customer team could also log calls to the GSMC Service Desk – Phone / Mail / Web
On Call Support TeamOperations / Spare support Wipro Onsite
Customer Infrastructure
Key customer teamsInternet
Telecom Infrastructure (Service Providers at a Glance)
§List of Service Providers:
§BSNL: Fiber – 63 x 2MB/s & Copper
§Bharti: Fiber – 63 x 2MB/s & Copper
§Reliance: Fiber – 63 x 2MB/s
§VSNL (Tata): Fiber – 63 x 2MB/s
§Sify: Wireless – Microwave – 2 x 2MB/s
§Tulip: Wireless – Microwave – 2 x 2MB/s
§Voice: PSTN / WLL
§All the service providers are connected to GSMC with
multiple connectivity options
§Dedicated toll free numbers to EUS services customers
§Shared Toll free numbers to reach NOC helpdesk
(BSNL & Reliance)
BSNL
Main Exchange
Gokulam
Exchange 1
Metagalli
Exchange 2
STM-1
WIPRO
Premises
“Fiber on Ring Connectivity”
All About Security
Employee Awareness Programs & Group ISMS policies adds value to the system
Physical Security CCTV Surveillance Access Controls
Logical Security Fire & Basic Life Support
Password Vault
OUR PASSION: DRIVING BUSINESS TRANSFORMATION