service quality management - nsn - subex limited quality management... · alarms based on profiled...

2 © Nokia Siemens Networks NSN SQM / EGa / 04July2008

For internal use

Service Quality Management


For internal use

Content

• Operator challenges and goals

• Service Quality Management Philosophy

• Use Cases and Benefits


For internal use

• Manage the complexity of networks• Limited visibility of network faults• Laborious trouble-shooting process• Maintain good network and service quality• From reactive to proactive monitoring• Integrated view on service quality• Service quality differentiator

Operator ChallengesOperator Challenges Operator GoalsOperator Goals

• Focus on incidents that affects business• Subscribers loyalty • Less Churn • Increased revenue • OPEX reduction • Operation efficiency improvement

• Provide an overall picture of service qualityachieved in near real-time

• Correlate information from different systems automatically

• Calculate and monitor key quality indicators in near real-time

• Provide key performance indicators for periodical reports on historical servicequality

Operator GoalsOperator Goals Operator GoalsOperator Goals

• Support prequalification of service alertsincluding root-cause and impact diagnosis

• Help to organize the process of alert dispatching (and streamline it) more efficiently and thus reduce the number of unnecessary stand-by duties

• Enable a trend analysis based on periodicalreports

• Support problem management for improving service quality on a medium term basis


For internal use

Content





For internal use

Service Quality Management Philosophy

Moving from traditional network (alarm) monitoring to enhanced service monitoring for telecom and datacom services:

• Monitor from service perspective (subscribers perception)

• Utilise all relevant data available to determine the overall service status and quality

• Evaluate service impact of network faults and prioritize accordingly

• Alert degrading or low service quality

• Effectively support root cause analysis

• Move more intelligence to 1st line maintenance

• Provides valuable information for various user groups within the operators organization

Service Quality ManagementService Quality Management enables you to focus on the enables you to focus on the servicesservices you deliveryou deliverrather than just the boxes that support themrather than just the boxes that support them


For internal use

Content





For internal use

• Service quality monitored for geographicareas

• Modelling of voice and data (GPRS)related services in BSS area

• KQIs reflect end-user perception• Intelligent service impact calculation for alarms based on profiled (typical) traffic incorresponding base station

Monitoring GSM ServicesMonitoring GSM Services Monitoring CS CoreMonitoring CS Core

• Grouping NodeBs/cells according to relevantgeographic service areas – flexibly defined

• Monitoring service quality within each of theseareas individually

• Correlating alarm and state information withlatest performance data

• Showing a geographical view with all definedgeographic service areas colored according totheir service status

• Spotting problematic areas easilyand providing direct access to under-lyingservice problems

Traffic MonitoringTraffic MonitoringMonitoring 3GMonitoring 3G-- RAN ServicesRAN Services

• Paging Monitoring • Intra/Inter-MSC and Inter-System Handover• Location Update Monitoring• CS Core Interface Monitoring• Mobile Terminated and Originated SMS• Signaling Link Load• Traffic Monitoring

• KPIs are aggregated from relevant callrecords in different dimensions

- Circuit group- Direction number- Location area- Mobile type (IMEI)- Subscriber group

• Examples for typical use cases- monitor calls to voice mailbox- monitor pre-paid calls- monitor roaming subscribers


For internal use

• Monitoring main GPRS functions- Mobility, Session, Charging, QoS Traffic

• Monitoring Mobile Data Services• End-to-end service monitoring utilizingactive measurements

• Resource monitoring on network elementlevel, incl. SNMP data

• KQI example for Mobile Data Service:

Monitoring Monitoring PaCoPaCo ServicesServices Prepaid & Voice Calls MonitoringPrepaid & Voice Calls Monitoring

• Monitoring MMS services as experiencedby the end-users

• Monitoring relevant MMS traffic, chargingand profile queries

• Resource monitoring on network element level

• End-to-end service monitoring utilizing active Measurements

• KQI example for MO to MT traffic:

InternationInternation Call MonitoringCall MonitoringMonitoring MMS ServicesMonitoring MMS Services

• Solution based on ready-made integrationbetween several NSN products

• Data from relevant MSC forwarded in nearreal time

• Service quality for prepaid customers andvoice mail services are monitored via relevant circuit groups

• Cockpit View for international traffic situation per country

• Collect traffic information close to real-time in 5mininterval and calculates KQIs

• Compare actual service with typical traffic patternsdetecting abnormal behaviours

• Indicate service degradation related to revenueimpact

• Provide relevant troubleshooting information• Problems are now detected in minutes instead ofhours/days

• Customer is now able to switch much faster international carrier in order to minimise the revenue impacts


For internal use

Monitoring International Voice Calls – Orange CH

Operator challenge

• Voice calls to international destinations provide high revenue to the network operator

• Orange CH strives for highest service quality for international traffic at lowest operational cost

• Orange was searching for a highly efficient monitoring solution to assure service quality for international calls

NSN solution

• NetAct Service Quality Manager

• NetAct Traffica

• Customized Monitoring Package

• Consultancy services

Key features

• Integration of Traffica

• Comparison with typical Traffic patterns

• Easily understandable visualization

Customer benefits:

• Efficient monitoring of the voice traffic to the top 50 international destinations

• Faster service degradation detection and a substantially shorter service down time

• Orange chooses the best international carrier for each destination in real time

• Measurable data conveying the customer perceived quality for international calls

• Reduced customer complaints caused by problems in international voice calls


For internal use

What do our customers say about it?

The NOC team likes SQM very much. It has increased their visibility of the network

significantly “out-of-the-box”. They don’t

want to miss it anymore.

(Brian Chaloner, NOC Manager, Vodafone Australia)

The Service Assurance solution … has enabled us to solve problems much more pro-actively. We have been able to see problems

in a more customer-oriented manner and react in a more prioritized way. It has improved the efficiency of our control

personnel significantly.

(Sebastian Sohler, OSS Manager, Orange Switzerland)

The operational and efficiency gains have proven very beneficial in our network

monitoring and support functions.

(Dave Coutts, Manager of Network Element

Management Systems team, 3UK)

The solution has turned to be very useful. It is used as the main application by our operators in their daily work to identify

problems with MMS based services in a fast and reliable manner.

(Ola Ervik, System Administrator,

OSS Management, NetCom)

SQM is an excellent complement to alarm monitoring, and the main benefit would be for monitoring/QoS-personnel by enabling

performance monitoring in an efficient way.

(Martin Gustafsson, Manager Performance and

Configuration Management for 3GIS)


For internal use

Thank You!

service quality management - nsn - subex limited quality management... · alarms based on profiled...

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