ITIL in Telecom part 2
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Transcript of ITIL in Telecom part 2
-bridging the divides-bridging the divides
Rohit RaisinghaniShaswati MukherjeeShreeji DoshiUtkarsh VermaVijay Shukla
Rohit RaisinghaniShaswati MukherjeeShreeji DoshiUtkarsh VermaVijay Shukla
Service PortfolioService Current Status Type Cost & pricing Dependencies
Broadband Internet 6,00,00,000
High speed internet Catalogue Consumer/Enterprise Telephone Connections
VOIP Catalogue Consumer High Speed Internet
IPTV Pipeline Consumer High speed internet
SMS Gateway 32,50,000
Consumer Internet connectivity
Push/Pull Catalogue Consumer
Enterprise Internet Connectivity
Push/Pull Catalogue Enterprise
Blackberry 1,00,00,0000 Cellular Connectivity
Catalogue Consumer/Enterprise
Service Catalogue
High Speed Internet
VOIP
IPTV
Consumer
Push
Enterprise
Push
Pull
Auto Bill Info
Outstanding Bill
Unbilled Usage
PaymentConfirmation
PullPull
Client End User/Enterprise
End User End User
Components CPE CPE CPE & CAS
Relationship with other services
Telephone Connections
High Speed Internet
High Speed Internet
Planned Start NA NA Q2 2008
Next Planned Change
NA NA NA
Planned Completion
NA NA Q4 2009
High Speed Internet
High Speed Internet
VOIPVOIP IPTVIPTV
Client End Consumers Enterprise
Components Server / Client browser Server/Enterprise server
Relationship with other services
BILL Alerts NA
Planned Start NA NA
Next Planned Change NA NA
Planned Completion NA NA
Consumer
Consumer
PushPush
EnterpriseEnterprise
PushPush
PullPullPullPull
Client End Consumer End Consumer End Consumer End Consumer
Components Server/Database Server/Database Server/Database Server/Database
Relationship with other services
SMS gatewayserver
SMS gatewayserver
SMS gatewayserver
SMS gatewayserver
Planned Start NA NA NA NA
Next Planned Change
NA NA NA NA
Planned Completion
NA NA NA NA
Auto Bill Info Auto Bill Info Outstanding Bill Outstanding Bill Unbilled UsageUnbilled Usage PaymentConfirmation
PaymentConfirmation
Client Corporate customer
Corporate customer
Corporate customer
Corporate customer
Components Device & Server
Device & Server
Device & Server
Device & Server
Planned Start NA NA NA NA
Next Planned Change
NA NA NA NA
Planned Completion
NA NA NA NA
BROADBAND SERVICE
Service Strategy
Service Objective
Provide high speed Internet connectivity (up to 8 Mbps) for both end users and business customers.
Also to provide additional services like VoIP and IPTV.
Target Customers
• Customers with existing connections
• Enterprise customers for high end requirements and also for back up Internet connection
• End-user customers with specific requirements
Value
• Additional facilities VOIP and IP TV
• Tie up with HCL for providing computers with the connection.
• For IPTV service, CAS box is provided along with the package.
Demand Management The demand estimate is as follows
• 60% of existing connections would opt for the DSL service• 30 % increase in the number of connections
For meeting the above demand requirements:-
• specialized packages for end-users and enterprise users.• for high usage• for capacity requirements• for specific application requirements• for duration specific business needs• segregation of resource allocation according to location, customer base, requirement.
Financial Management
Microsoft Office Excel Worksheet
Service Design
Measurement Design
• Progress---increase customer accounts, emphasis on corporate clients
• Effectiveness-- Timeline of connection establishment, Better plans for Business customers.
• Efficiency- Bandwidth checking facility, account checking facility.
Sourcing options
• Deployment team (Outsourced)
• Tie-up with Network companies for components(routers, modems, splitters)
• Security team (in sourced)
SLA
Microsoft Office Word Document
OLA Underpinning Contract• The OLA would consist of
agreement between the IT Security team and Customer Service Team
• These contracts would be signed between Multi Sourced vendors and the company.
Capacity management
• The current infrastructure has been designed to support ADSL2, & in case there is a requirement for increase in capacity the infrastructure can be expanded to support ADSL2+
• Site reviews and updates
• Business customer requirement analysis
Supplier management
• There would be tenders invited for implementation and support of backbone infrastructure & for providing the CPE.
• Tenders would also be invited for installation of Conditional Access System(CAS) for IP TV
• The vendors would be selected on the basis of cost and their adherence of the underpinning contract(UC).
IT security• User would be required to log on using a
unique user id and password to log on to account.
• The authenticating servers would be monitored and maintained under purview of internal IT staff
• Use of CHAP for authentication
IT service continuity management
Two landing stations in Mumbai and Chennai for carrying Internet traffic for the data to be routed through either the Pacific or Atlantic
For business customers traffic can be routed through a backup satellite communication
SMS Gateway
CommTech Inc.
SMS Gateway provides businesses with a high quality interface to send and receive SMS messages. With SMS Gateway mobile messaging can be integrated through an API (Application Programming Interface) into the enterprise’s back-end infrastructure. This service enables enterprises to improve internal processes via SMS, by integrating mobile messaging into enterprise software and server systems using secure and reliable SMS infrastructure
Types:• Push – Enables the Businesses and users to send information as SMS to
employees or affiliates.• Push/Pull – Allows authorized employees and affiliates to query and
gather desired information in 2 way communication mode.
Services Enabled by Enterprise SMS Gateway
• Office communications can be enhanced using SMS by integrating the Enterprise SMS Gateway into the company’s server infrastructure, such as Microsoft Exchange.
• SMS services can be integrated into scheduling and travel systems, also in sales software (Amadeus, Sabre, Galileo) and HR systems (Peoplesoft, Sage).
• Integration of SMS into server and data centers, for IT / production control to inform staff on problems, updates or failures.
• Integration into CRM systems (SIEBEL, SAP, Peoplesoft, etc.)
Industry Sectors Using this Solution
• Airlines, hotels and travel agencies• Large corporations, consulting and service companies• Emergency and health services• Educational and government institutions• Automobile and logistic companies• Retail and service companies, production units• IT services and telecoms
Value Proposition
• You are free to design, develop and deploy your own applications and its not service provider dependent.
• You can decide your own keywords for SMS applications.• Quick to deploy, easy to use, ready productive setup.• 100% customer transparency with no lock-in period.
Highlights• Guaranteed delivery within 15 seconds• Countrywide coverage• SMS used into mission-critical applications, such as logistics and
operations, as well as corporate communications.
Benefits
• Enterprises take advantage of a higher quality of SMS sending which is suitable for mission-critical messaging.
• SMS helps in reducing telecommunications costs, as well as enhancing efficiency in operational activities, such as logistics.
• Scattered field-force can access and update centralised information database.
• Online access and updation of information. • Anytime and anywhere access to useful information from mobile phones. • No investments in high-end handsets and operational training etc.• Inherent CDMA security plus application security through firewall. • Application can check unauthorised access to sensitive private
information.• Operational and deployable across the industry verticals.
How it WorksBrowser based sms
Enterprise SMS gateway
Service Design• Scope
– SMS Gateway serves as an interworking and relaying function of the message transfer between the External Short Messaging Entities (ESME's) and the Short Message Service Centers (SMSCs).
• Capacity Management– multi threaded software architecture can support hundreds of
messages per second depending upon the content personalization and user preferences.
• Availability Management– high availability layer with redundancy and isolated fault zones can
provide the needed availability for the platform. The software layer also supports minimum downtime software upgrade strategies.
Demand management
• Browser based SMS– No more than 3 SMS allowed within 5 minutes.– Character limit of 120 characters per SMS
• Enterprise gateway– Can send up to 1500 SMS per minute.– Provision for sending up to 3000 SMS per minute.
Security Management
• Browser Based– Login and user authentication.– Captcha [ to avoid automated use ]
• Enterprise Gateway– Devices to be registered before commencement
or any operation.
SLA
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Tariff Details – Push MessagingHead Proposed Price
One time fees:Setup charges for configuration of SMS GatewaySpecial Number request subject availability (Optional)
Rs. 5000/- As Applicable
Recurring fees per month:
Plan ChargesChoice for port on SMS Gateway :1. Non Returnable SMS Code2. Returnable Code for 4-Digit dedicated port on gateway or 10 Digit dedicated routable port on Gateway
Rs. 750/-
Nil
Rs. 250/-
Usage Fees :SMS Usage Charges
Nil for the first 1,000 messages per month
Sr. Min Range Max Range Rate/Message (paise)
1 1,001 5000 75
2 5,001 50,000 60
3 50,001 or more 45
Additional SMS messages sent from SMS Centre will be charged as per the slabs below
Tariff Details – Push/Pull MessagingHead Proposed Price
One time fees : Setup charges for configuration of SMS Gateway Special Number request subject availibility (Optional)
Rs. 10,000/- As Applicable
Recurring fees per month:Plan ChargesChoice for port on SMS Gateway:1. For shared port on gateway2. For 4-Digit dedicated port on 3. For 10-Digit dedicated routable port on Gateway
Rs. 1,000/-
Rs. 100/-Rs. 150/-Rs. 250/-
Recurring fees per month:Plan ChargesChoice for port on SMS Gateway:1. For shared port on gateway2. For 4-Digit dedicated port on Tata Indicom gateway3. For 10-Digit dedicated routable port on Tata Indicom Gateway
Rs. 1,000/-
Rs. 100/-Rs. 150/-Rs. 250/-
Usage Fees :Pull SMS Usage ChargesPull SMS Usage Charges
NilNil for the first 1,000 messages per month
Sr. Min Range Max Range Rate/Message (paise)
1 1,001 5,000 75
2 5,001 50,000 60
3 50,001 or more 45
Additional SMS messages sent from SMS Centre will be charged as per the slabs below :
Organizational Expenditure for SMS gateway.
Head Cost
Infrastructure Cost 25,00,000
Operation cost 7,50,000 per annum
Phone Bill Alerts
SMS Notifications
Service Objective• To provide upto date bill information to the consumers.
• Organization View• Provide SMS Services with features and functions that meet End- User
needs• More Customer• Saving
- Marketing Cost - Support Cost
• Earning
• Customer View– Extra– Access with ease– Comfort– Time– Options
Organization View
• Provide SMS Services with features and functions that meet End- User needs
• More Customer• Saving - Marketing Cost - Support Cost • Earning
Target Audience
• Prepaid Customer• Post Paid Customer
Pre Paid Customer
• Prepaid - Value added services
- Balance Enquiry- Balance Alert
- Recharge Alert - Service Alert - Validity Alert
Post Paid Customer
• Post Paid - Monthly Bill Alert - Reminder For Bill - Bill Enquiry - Acknowledgement - Service Alert
Charging
• VAS is charged(i.e. News, Astrology, etc)• 3 Rs. Per Service• Balance and Bill alert service is free of charge.
Service Setup
SubscriberSubscriber
SubscriberSubscriber
Billing Centre/Application
service center
Billing Centre/Application
service center
Maintenance and supervisingMaintenance
and supervising DatabaseDatabase Web serviceWeb service
Mobile switching
center
Mobile switching
center
Mobile switching
center
Mobile switching
center
Mobile switching
center
Mobile switching
center
SMS Gateway
SMS Gateway
Caller ring back tone
server
Caller ring back tone
server
Background music serverBackground music server
Cellular network/SMS
gateway bridge
Cellular network/SMS
gateway bridge
Base station subsystem
Base station subsystem
Base station subsystem
Base station subsystem
Service Setup Requirement
• Space for Server Setup• Specific technical Support team• Servers• Server Connectivity• Database Software & Hardware• Back Up Plan• SMS gateway
Specification of Requirements
• Hardware - PC - Server - Switches - Router - UPS - Data Disks
Cont….
• Software - Database Software - Server OS - Application Software - Backup Software
Risk
• Reducing Server Downtime• Database failure• Congestion• Power Failure• Update
Recovery Plan
• Technical Support team• Backup• Capacity monitor• Regular Update & Testing
Business Continuity Plan
• Adding New Services on Time• Providing Reliable service• Capacity Augmentation• Providing Service without Interruption
BlackBerry Service
Service StrategyAnd
Service Design
Service Strategy
• BlackBerry solutions are designed to increase the efficiency of business by providing wireless access to phone, email, browser, calendar, contacts, task lists and business applications – all of this on a single device.
• Target Audience: Designed for business use and targeted to corporate customers.
• “with a BlackBerry you do not have to be confined to your desk. You can seamlessly and conveniently access corporate information, respond to mails, upload information anytime anywhere.”
SN Benefit Gain Means for You
1Increased productivity(minutes per day)
57 minutesper day
Get more during working hours
2Personal time recovered(minutes per day)
43 minutesper day
Achieve balance between personal and professional life
3
Increased efficiency of subordinates post BlackBerry due to enhanced workflow
38%Enhanced productivity of team Lesser time to go to market
4Saving in turn around time for response
78 minutesper week
Provide faster response times for your customers and partners
Service Portfolio Management
Service Catalog-• Email• Voice• Wireless Internet• Organizer• Solutions• Messaging• Instant Messaging
Service Portfolio Management
Service Pipeline-• Bluetooth• ERP Application• Value Added Service: mWallet, iHelp, Number
Masking
Demand Management&
Financial Management - Charging
Microsoft Office Word Document
Service Design
Sector Nature of Application
Financial Services SFA (New Account Creation), Insurance Claim & Policy logging, Workflow Approval
Media In field data collection
Manufacturing Services Access Production Data
LogisticsFleet Management, Location Based Services
Service Industry Production and Inventory data update
Service Catalog Management
• Service catalog is reviewed and updated periodically upon modification / addition of any service.
• Dependencies between services are recorded in detail.
• Services are designed according to the customer’s need.
Service Level Management
Microsoft Office Word Document
Operation Level Agreement: With Networking team
Underpinning Contract: With BlackBerry supplier.
Service Level Agreement:
Supplier Management
• BlackBerry Device• BlackBerry Enterprise Server
Capacity Management
• Performance monitoring • Workload monitoring • Application sizing • Resource forecasting • Demand forecasting
Availability Management
• Agreement statistics• Availability – agreed service times, response
times, etc. • Number of incidents raised, response times,
resolution times. • Costing Details – charges for the service, and any
penalties should service levels not be met.
IT Service Continuity management
• Backup Plan• Regular testing of network
Information Security management
• Penetration Testing• Vulnerability Assessment• Security key management
THANK YOU