Professional Documents
Culture Documents
Management
Service Development
Final Thoughts
Service Development
Opportunity analysis
Product definition and project setup
Design and procurement
Development, implementation, and system
testing
Service turn-up
Commissioning and life-cycle
management
Project Plan
Various aspects of the project
Scope, resources, communication, quality
management, etc.
Progress indicators, measurements to assess the
client/customer satisfaction indicators, criteria to
track the ongoing project viability
More precise definition of opportunities and threats
Updated view of competition, regulatory environment,
technology trends, and market shifts
Architecture Design
Geographic span of the service
Performance characteristics
Service availability
Impacts design of the topology
Redundancy requirements
Partitioning or duplication
Supplier Management
Select suppliers
Define the evaluation and acceptance
criteria in the purchase contract
Collaborate with suppliers and exchange
information
Procedures and systems to maintain
records
Site Selection
Site to host network equipment PoPs
Site that hosts equipment that can be owned
or rented
Specifications cover floor space, power,
connector types, security, etc.
Work center
Physical site where people provide various
roles such as customer care or network care
Support Processes
1. Pre-sales and sales
2. Service ordering
3. Provisioning of the network configuration
according to the terms of contract and the
engineering rules of the network
4. Operation, administration, and maintenance
(OAM)
5. Accounting and billing
OSS
Meet needs of internal and external
customers
Internal
Evaluate current usage
Billing
Traffic records
External
Detailed and transparent billing
Maintenance Processes
Reduce outage risk and maintain
performance
1. Type of data collected (e.g.
failure/intrusion)
2. Method for collecting data (intrusive/nonintrusive testing
3. Procedure used to analyze the data
4. Network maintenance organization,
procedures and tools
Scheduled (Routine/Preventive)
Maintenance
Scheduled outages to fix
software/hardware issues
Perform upgrades
Typically done during off-peak hours
Data networks notify customers 4-8
weeks in advance
Unscheduled (Corrective)
Maintenance
Problems such as trunk congestion,
blockage or misrouting of traffic,
transmission cuts
Administrative
Reorganization of workflow for
maintenance and response to failures
Record the details of trouble reports
Customer interface for repairs, outages, etc
Unscheduled (Corrective)
Maintenance
Maintenance
1.Fault identification
2.Network event evaluation
3.Creation of a trouble report
4.Trouble isolation and diagnosis
5.Service restoration and network repair
6.Test and turn-up
Escalation procedures
Problem resolution/repair takes longer
than specified in SLA or beyond local
control
Disaster Recovery
1.
2.
3.
4.
Disaster Recovery
Planning
Identify critical elements that may cause outage
Utilize extensive analysis
Various combinations of factors that cause disruptions
How disruptions happen and how to control
Disaster Recovery
Content of the plan
Recovery team
Events that trigger execution of the plan
Order and flow of activities at recovery site(s)
Decision chain of command in case of unanticipated
events or problems during recovery process
Sequence of tasks and related procedures for
recovery
Development
Equipment handoff
1. Release notes specifying defects that have
been fixed since previous release, known
issues, exception conditions
2. Software installation and back-out
procedures
3. Upgrade/downgrade procedures
Development
System and Integration Testing
Functional tests for product features
System verification test plan and results
Integration test plans and results
Regression test results (new versions of same
software)
Performance characterization test plans/results
7 day soak test 80% capacity without downtime
48 hour stress test Verify equipment can sustain data
rate at full capacity without problems
NOC
Return Maintenance Authorization (RMA)
Up to date list of hardware
RMA treatment per category
On-site workforce should have accurate
readout of status
Verify spares are correct revision and in
working order
Measure manufacturers performance
Customer Care
Call-center is typically the main point of
contact
Two key constraints:
Volume of inquiries
Quality of responses
Quality measures
Service queue, wait time, unanswered requests,
average time for resolution, etc
Service Turn-up
Installation of Equipment
In-Field Tests
Pilot Trials
Controlled Introduction
General Availability
Service Turn-up
Installing the equipment
Mounting the equipment, cabling,
connections, power, test & turn-up
In-Field Tests
Switch Validation Testing (SVT) turning up
the switch and running diagnostics
Network Validation Test (NVT) Ensures
network element can communicate with the
network
Service Turn-up
In-Field Tests
Operation Readiness Testing (ORT)
Ensures readiness of entire organization before
introduction
1. Methods and procedures developed
2. Administrative processes defined
3. Work center personnel trained
4. All support systems functional
Service Turn-up
Pilot Trials
1.
2.
3.
4.
5.
6.
7.
Service Turn-up
Final Marketing and Sales Plan for General
Availability
Sales and revenue forecasts for the product and for
each market
Pricing and introductory promotions for each
market
Special conditions and rules for provisioning the
service
Training requirements for field and branch office
support
Final Thoughts
Continuity and change
Project success and service success
Competition and government policies
Standardization
Outsourcing
Standardization
Motorola Push-to-talk 3G Migration
Requires identification and articulation
of most important issues
Incremental innovation anticipate
expectations of the users
Radical innovation Maintain
technological neutrality and avoid being
tied to one specific implementation
Outsourcing
Disperse locations of execution
Ensure round-the-clock operation
Off-load fringe activities to specialized providers
Reduce labor costs
Anti-union strategy
Internal operations such as payroll and pension
plan
Human resources administration
IT support