1、埃森哲网络转换埃森哲网络转换埃森哲网络转换埃森哲网络转换 ，运营和外包解决方案 运营和外包解决方案运营和外包解决方案运营和外包解决方案以客户为中心的服务质量管理以客户为中心的服务质量管理以客户为中心的服务质量管理以客户为中心的服务质量管理(CCSQM)目录目录目录目录 介绍服务质量管理介绍服务质量管理介绍服务质量管理介绍服务质量管理 (SQM) 以客户为中心的服务质量管理以客户为中心的服务质量管理以客户为中心的服务质量管理以客户为中心的服务质量管理 (CCSQM) 客户客户客户客户 SLA 管理管理管理管理 (CSLAM) 案例研究案例研究案例研究案例研究 SQM square4 基于服务状态
2、触发其他系统进一步的动作C us t om erMetrics & MethodologyOrganization & ProcessesCustomer OrganizationTechnology Organization Marketing Sales Customer Care Network Operations RAN Planning & Deployment Management IT operationsTechnologyService Concept Structure & content Service Characteristics Quality character
3、istics Delivery mechanism Tariffs & contractual termsS er vi c esR es ou rc esS er vC oV as CoN et CoCSK ModelingliCSK Customzations za iCSK Monitoringi iE2E Organi-zational Modeling2 r a i-ti l eliE2E Organi-zational Transfor-mation2 izati al ra sa iE2E Service Modeling2 ervice liE2E ServiceMonitor
4、ing2 ervicei iStarting PointC us t om erS er vi c esR es ou rc esS er vC oV as CoN et CoA pre-defined business logic provides actions and service quality parameters based on various input parameters and triggersService Quality StatusActionsProblem MgmtField Force OtherInfo MgmtCRMAccount Mgr.Notific
5、ationReporting CQI StatusOutputCCSQMHow CCSQM works CSK Monitoring - Principles of CSK Engine (2/2)24Copyright 2008 Accenture All Rights Reserved.CSK MonitoringCSK ModelInstancesTriggersEnvironmental Parameters Stored DataTrouble TicketThreshold KPIAlarmCustomer DataResource & Service Inventory Data
6、SLA Management DataTime DateLocation Day-of-WeekEvents IncidentsOther OtherInputC us t om erMetrics & MethodologyOrganization & ProcessesCustomer OrganizationTechnology Organization Marketing Sales Customer Care Network Operations RAN Planning & Deployment Management IT operationsTechnologyService C
7、oncept Structure & content Service Characteristics Quality characteristics Delivery mechanism Tariffs & contractual termsS er vi c esR es ou rc esS er vC oV as CoN et CoCSK ModelingliCSK Customzations za iCSK Monitoringi iE2E Organi-zational Modeling2 r a i-ti l eliE2E Organi-zational Transfor-matio
8、n2 izati al ra sa iE2E Service Modeling2 ervice liE2E ServiceMonitoring2 ervicei iStarting PointC us t om erS er vi c esR es ou rc esS er vC oV as CoN et CoCSK引擎的主要功能是执行指定引擎的主要功能是执行指定引擎的主要功能是执行指定引擎的主要功能是执行指定 CSK模型的规则以分析质量生成质量状态和动作输出模型的规则以分析质量生成质量状态和动作输出模型的规则以分析质量生成质量状态和动作输出模型的规则以分析质量生成质量状态和动作输出CSKBu
9、sinessRulesEditorCSKModelEditorsquare4Create new CSK Models as part of the service creation and customizing processsquare4Edit and update the CSK model weightingssquare4Is triggered by the Input Queuesquare4Executes Rules against specific CSK Models to analyze qualitysquare4Imports environmental and
10、 stored data as required (rules)square4Generated quality status and Action outputsquare4Create or edit CSK Rules for CSK Model processingsquare4Test existing and new rulessquare4Manages (queuing, routing) the output CCSQMHow CCSQM works CSK Monitoring - Functionalities of CSK Engine25Copyright 2008
11、Accenture All Rights Reserved.CSK MonitoringExecutionEngineCSK ModelInstancesCSK ModelRepositoryCSK RulesRepositoryCSK ModelEditorCSK Business Rules EditorOutput QueueInput QueuePersistencesquare4Import CSK Models in XML format from other sources such as service activationsquare4Consists of an Appli
12、cation and a GUIsquare4Store the instances of CSK Modelssquare4Provide persistence for the analysis over time of service qualitysquare4Store the business rules for use by the CSK Monitoring Execution Engine(Quality Status, Actions) generated by the E.E.square4Manages the input to the Execution Engin
13、esquare4Manages I/O to external data sources and associates data with CSK instancesC us t om erMetrics & MethodologyOrganization & ProcessesCustomer OrganizationTechnology Organization Marketing Sales Customer Care Network Operations RAN Planning & Deployment Management IT operationsTechnologyServic
14、e Concept Structure & content Service Characteristics Quality characteristics Delivery mechanism Tariffs & contractual termsS er vi c esR es ou rc esS er vC oV as CoN et CoCSK ModelingeliCSK Customzationt tiCSK Monitoringit riE2E Organi-zational Modeling2 r a i-i l eliE2E Organi-zational Transfor-ma
15、tion2 r izati al aiE2E Service Modeling2 ervice eliE2E ServiceMonitoring2 erviceit riStarting PointC us t om erS er vi c esR es ou rc esS er vC oV as CoN et Co作为服务管理的一部分需要嵌入进作为服务管理的一部分需要嵌入进作为服务管理的一部分需要嵌入进作为服务管理的一部分需要嵌入进 E2E的服务交付链视图映射的组织中的服务交付链视图映射的组织中的服务交付链视图映射的组织中的服务交付链视图映射的组织中Information Technolog
16、y TechnologyCustomer Service Marketing SalesBSS NetworkOperations CCConsumer ProductMgmt ConsumerPositioning of SM within the organizationCurrent organizational limitations of Service E2E responsibility Matrix with defined decision rightsE nd Cu st om er CCSQMHow CCSQM works E2E Organizational Model
17、ing - E2E Ownership Definition26Copyright 2008 Accenture All Rights Reserved.OSSBusiness IntelligenceServiceMgmtP&EBackofficeCCBusinessTerminalMgmtC&BMarketingBusinessChannel MgmtExpansion of Service Management to end-end viewManagement (SM)E nd Cu st om er S er vi c esFunctional DepartmentsDefiniti
18、on of Common Quality CriteriaDriven by technical performanceDriven by ARPU & RevenueDriven by technical performanceDriven by process performanceDriven by # customersC us t om erMetrics & MethodologyOrganization & ProcessesCustomer OrganizationTechnology Organization Marketing Sales Customer Care Net
19、work Operations RAN Planning & Deployment Management IT operationsTechnologyService Concept Structure & content Service Characteristics Quality characteristics Delivery mechanism Tariffs & contractual termsS er vi c esR es ou rc esS er vC oV as CoN et CoCSK ModelingeliCSK Customzationt tiCSK Monitor
20、ingit riE2E Organi-zational Modeling2 r a i-i l eliE2E Organi-zational Transfor-mation2 r izati al aiE2E Service Modeling2 ervice eliE2E ServiceMonitoring2 erviceit riC us t om erS er vi c esR es ou rc esS er vC oV as CoN et CoEnd-to-end Service Delivery ChainTechnical view Process view Performance
21、viewE2E的服务模型由基础的服务质量管理和技术的服务模型由基础的服务质量管理和技术的服务模型由基础的服务质量管理和技术的服务模型由基础的服务质量管理和技术 、 、过程和性能视图组成 过程和性能视图组成过程和性能视图组成过程和性能视图组成CCSQMHow CCSQM works E2E Service Modeling - Key components27Copyright 2008 Accenture All Rights Reserved.End-to-end circuit End-to-end process End-to-end performance Includes techn
22、ical layers: device-, access-, transport-, control- and application Describes all technical resources necessary to deliver the end customer services including related KPIs Includes all customer related touch points: Sales, Marketing, CC, Operations etc. Describes all process steps necessary to deliv
23、er the end customer service (e.g. Web NWalk) including related PPIs Includes the monitoring of all technical resources and processes related to an end-to-end circuit Describes the behavior (real-time, historical) of single service components and/or end-to-end circuits in terms of performanceIAP PI A
24、 P PSalesMarke-tingCCRAN Core Backbone IP NetworkProductMgmt External ProviderPortalMgmtExternalProviderDashboardsC us t om erMetrics & MethodologyOrganization & ProcessesCustomer OrganizationTechnology Organization Marketing Sales Customer Care Network Operations RAN Planning & Deployment Managemen
25、t IT operationsTechnologyService Concept Structure & content Service Characteristics Quality characteristics Delivery mechanism Tariffs & contractual termsS er vi c esR es ou rc esS er vC oV as CoN et CoCSK ModelingeliCSK Customzationt tiCSK Monitoringit riE2E Organi-zational Modeling2 r a i-i l eli
26、E2E Organi-zational Transfor-mation2 r izati al aiE2E Service Modeling2 ervice eliE2E ServiceMonitoring2 erviceit riC us t om erS er vi c esR es ou rc esS er vC oV as CoN et CoKPIs 与与与 与 KQIs相关联相关联相关联相关联 ， ，且映射到 且映射到且映射到且映射到 SLAs， ，使运营商提供有保证的 使运营商提供有保证的使运营商提供有保证的使运营商提供有保证的 QoS给终端客户给终端客户给终端客户给终端客户Int
27、egratorReportsDashboardSLA Mapping / Combined KQIsPresentationLayerCKQIs/ SLAs*Sample from U.S based carrierEXAMPLECCSQMHow CCSQM works E2E Service Monitoring - Functional View of Architecture28Copyright 2008 Accenture All Rights Reserved.PM RAN (Prospect Data via Chicago Web)PM CORE (via EHealth)AU
28、TOTEST (End to End Tester)Adapter LayerRetainabilityCore Network KPIsData Sources*PROBE (Firehunter)Trouble Ticket ( Remedy)Accessibility UsageEnd to End Testing KPIsThroughputTrouble Ticketing KPIsDiagnosticSignaling KPIsLatencyFM KPIsPM KPIsService ModellingLayerKPIsNet Expert(Fault Management)ModuleKQIsAdapter(s)KQI CombinationThank you for 29Copyright 2008 Accenture All Rights Reserved.participating!
