Nokia Networks
Nokia Service Quality Manager
Focus operations on what matters most
Enabling mobile broadband growth In today’s competitive markets, one challenge is to get a subscriber to sign up; another is to keep them by building customer loyalty. The Nokia 2014 Acquisition and Retention Study reveals that network and service quality is number one reason that subscribers stay loyal to their mobile operator. Yet the flip side is the growing pressure that operators face to be more efficient. Let’s imagine an operator offers Voice over LTE service (VoLTE) to its subscribers. It’s vital that the operator knows whether the service is working well for all subscribers. What if voice quality is poor for some subscribers? What is the exact root-cause of the service degradation? Is it in LTE radio, Evolved Packet Core (EPC), IP Multimedia Subsystem (IMS) or backhaul domains? Poor voice call quality at a key location must be fixed rapidly or the
operator risks frustrating large numbers of influential subscribers. By focusing on the following key areas, operators can provide superior service quality to subscribers: • How to accurately monitor end-to-end services (e.g. mobile broadband)? • How to evolve operations from network to service monitoring to ensure that key revenue services are performing well? • How to proactively detect service quality degradation to avoid churn and prevent revenue loss? • How to prioritize service problems for speedy resolution?
Accurate and real-time service monitoring
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Be proactive to pave the way to superior service quality Nokia Service Quality Manager (SQM) helps operators to proactively achieve superior service quality. It provides a single view of service quality, enabling real-time and accurate service quality management across telco and IT networks. Evolve from network monitoring to service monitoring The design of SQM reflects real operational practices. The web-based GUI is innovative and easy to use. With just one screen and a couple of clicks, operations can go from problem identification to isolating the cause of service degradation. In a nutshell, SQM comprises the following service monitoring functions:
• One end-to-end view of services that aggregates the different domains, to monitor service quality based on Key Quality Indicators (KQIs) • Proactive monitoring of service quality and detection of service degradations in real time • Based on the impact of services, SQM automatically prioritizes the corrective action • Drilling down to affected resources in a few clicks (root cause analysis) with geo-location • Creating an action for the Network Operations Center (NOC) to correct the problem
Nokia Service Quality Manager - one end-to-end view to service quality E2E Service Quality View
Service Status
Postpaid
Region
MBB
Messaging
Prepaid
City
Voice
Voice over LTE
Roaming
Hotspots
Drill down to root cause
Multi Domains & Technology View Mobile Backhaul eNodeB
Mobile Backhaul NodeB/BTS
RNC/BSC
3G/2G A single view of service quality
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DNS
GGSN (S/P-GW)
SGSN (MME)
IP/MPLS Backbone Internet
Benefit from the off-the-shelf content with embedded telco expertise SQM is the core of the Nokia Service Operations Center (SOC) solution. Working with leading operators such as Telecom Italy, Nokia Networks has created this global market blueprint for SOCs that provides best in class usability GUIs and a real-time Root Cause Analysis correlation engine.
Based on Nokia telco know-how from hundreds of customer projects, SQM includes Commercial Off-TheShelf (COTS) end-to-end service models, such as Voice, Mobile Broadband (3G, LTE), VoLTE and OTT Apps. Plug-ins and adaptors are available for multivendor integration for the major vendors with performance management (PM) aggregation mediator, SNMP, CSV and XML collectors.
Monitoring VoLTE service quality Customer case 1 When Telecom Italy wanted to ensure high service quality as its key differentiator, it turned to Nokia for help. The project resulted in a completely new Service Operations Center (SOC) solution, covering the site, tools, people, processes and specific operational tasks. SQM plays a key role, providing an end-to-end view of how services are actually performing. SOC filters more than 20 million alarms, over 1.5 billion performance counters and 30,000 managed network elements. SOC personnel need only focus on tens of relevant indicators, those with an impact on service quality. SOC personnel can also identify growing service degradations that may impact the service, and prioritize their resolution. Telecom Italia has cut churn and reduced the number of calls being made to its call center. It has also improved its efficiency through integrated, end-toend tools and processes. Less time and effort is needed in troubleshooting, bringing OPEX savings.
“We have already achieved outstanding results. Some examples: 75% reduction in escalations of customer claims from major faults due to segmenting and dealing proactively with highvalue customers; Increased network availability by 20% in individual cells due to improved knowledge of customer usage.” Simone D’Innocenzo Service Operation Center manager of Telecom Italy
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Customer case 2 Touch Lebanon selected Nokia to help raise the efficiency of its network operations and reduce maintenance costs. Most importantly, it wanted to improve the quality of voice, text messaging and other data services for subscribers. Touch Lebanon uses SQM in its new centralized service operations center and enjoys a single view of service quality. The operator can proactively detect service quality degradations and respond to capacity demands. With SQM, it can prioritize tasks based on service impact. By quickly identifying and resolving root causes, touch Lebanon can gain significant operational and business benefits.
Customer case 3 An Asian operator had high-quality demands for hotspots, but lacked a service quality view across its network domains and technologies. It also suffered high OPEX. The operator introduced a Managed Services SOC with an integrated view of mobile broadband, HSDPA/
“We selected Nokia Networks for this important milestone implementation to increase the efficiency of our network operations, reduce maintenance costs - and most importantly, improve the quality of voice, text messaging and other data services for our subscribers.” Wael Ayoub, COO of touch Lebanon
HSUPA, radio, core and MPLS services. It can now quickly drill down to root causes on one screen and create trouble tickets. With this solution, fault identification time has been cut by 70%. Next on the list for the operator is to include service models for OTT services, such as Skype and News.
How operators benefit With SQM, operators can realize significant operational and business benefits. They can ensure superior quality for customers with lower OPEX. 5% increase in service usage • Overall network quality increases, leading to enhanced service experience and thus increased service use. 20% faster alarm handling • Network availability increases, leading to fewer critical alarms. • Second Line/NOC has clear priorities over which service-affecting alarms need to be fixed, thus smoothing the workload and saving operations resources in peak hours.
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50% reduction in number of servicerelated complaints and 50% faster service restoration • Operations can quickly and accurately find the cause of the problem, with root cause analysis. • Trouble tickets created with root causes for affected services. This avoids bouncing between network domain teams in Second Line/Network Operations Center (NOC). 20% reduction in site visits • Immediate prioritization of corrective actions based on service impacts, avoiding unnecessary site visits or rescheduling non-urgent site visits.
Market recognition and awards “Nokia is a market leader in Service Management, worldwide market shares in service assurance 2013” Patrick Kelly, Analysys Mason, May 2014
“The service assurance domain is known for overcomplex and under-used tools. Nokia’s focused service assurance offer is practical and highly usable, based on best practice processes, network insights and service models that help operators bridge the increasingly critical gap between customers, their services and network operations”. Caroline Chappel, Heavy Reading, May 2013
Aegis Graham Bell Awards 25 October 2013 New Delhi, India Service Operations and Management wins award in “Innovation in Managed Services 2013”
Global Telecoms Business Innovation Award 2013: Touch Lebanon Centralized Network and Service Operations Center Demonstrating industry-leading innovation to help operators improve service quality and simplify operational processes across the organization.
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Nokia Solutions and Networks Oy P.O. Box 1 FI-02022 Finland Visiting address: Karaportti 3 ESPOO Finland Product code C401-011886-B-201504-1-EN © Nokia Solutions and Networks 2015
About Nokia Nokia invests in technologies important in a world where billions of devices are connected. We are focused on three businesses: network infrastructure software, hardware and services, which we offer through Nokia Networks; location intelligence, which we provide through HERE; and advanced technology development and licensing, which we pursue through Nokia Technologies. Each of these businesses is a leader in its respective field. Nokia Networks is the world’s specialist in mobile broadband. From the first ever call on GSM, to the first call on LTE, we operate at the forefront of each generation of mobile technology. Our global experts invent the new capabilities our customers need in their networks. We provide the world’s most efficient mobile networks, the intelligence to maximize the value of those networks, and the services to make it all work seamlessly. www.networks.nokia.com Nokia is a registered trademark of Nokia Corporation. Other product and company names mentioned herein may be trademarks or trade names of their respective owners.
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