Sanil Service management for Service Providers · PDF fileService Management for Service...

Service Management for Service Providers

Sanil NambiarSenior IT Specialist, Tivoli Netcool solutions

Service AssuranceScopeWhat is there to be assured?

Getting there from hereGet all the eventsGet the performanceDiscover the components and their relationshipsProcess automationsMarry events to the service model

Reference ArchitecturesConclusion

Agenda

Addressing the Assurance ChallengeNetwork & Service

Assurance Challenges

4. High degree of manual processes, lack of proactive

management and lack of automated testing

5. Lack of accurate network topology for troubleshooting

2. Inability to link resource level issues to service and customer

level impacts

1. Inability to offer guaranteed SLAs, differentiated service to

business customers

3. Lack of standardized operations processes across the

various silosM

MS

Location-based Service

TV

Gam

ing

Content Services

Unified C

omm

unications

Fixed Voice

VPN

High-speed Internet

Centrex

Mobile Voice

User ExperienceUser Experience

Next Generation NetworkNext Generation Network

IP MPLS Ethernet DWDM xDSL WiMax 3G

Service ALWAYS ON & EASY to USE

FAST ACCESS to services

Get a dial tone EVERY TIME

NEVER miss a call

GREAT video and CRYSTAL CLEAR voice quality

FAST channel selection

RICH content available on-demand

EFFICIENT customer service

Customer Expectations

6. Limitations of incumbent service assurance systems to handle next-gen complexity

Scope of Assurance

Telco Desired End GoalAn automated Service Assurance process, where the operators are only managing the exceptions

Key Assurance ProcessContinuous resource status and performance monitoring to proactively detect possible failures.(Fault Management)

Collection of performance data and analyzes them to identify potential problems and resolve them without impact to the customer. (Performance Management/QOS)

Perform Resource and Service Testing. (Test Management, shared with Fulfillment)

Manages the SLAs and reports service performance to the customer. (Service Management)

It receives trouble reports from the customer, informs the customer of the trouble status, and ensures restoration and repair, as well as a delighted customer. (Trouble Management)

Effectively manage the Network change (Change Management)

ServiceProblem

Management

ProblemHandling

Customer Interface Management

Retention & Loyalty

Customer QoS / SLA

Management

ServiceQuality

Management

Resource Data Collection & Processing

Resource Trouble Mgt.

Resource Perform. Mgt.

Supplier / Partner Interface Management

S/P Problem Reporting& Mgt.

S/P Perform. Mgt.

Assurance

1.6 1.7

2.3 2.4

3.3 3.4

3.5

4.3 4.4

1.2

1.9

4.6

Customer QoS / SLA Mgt

Customer Service / Account Problem

Resolution

ServicePerformance Mgt

Service Quality Monitoring & Impact

Analysis

SLA MgmtService Problem

Mgmt

Customer Self Management

Customer Contact, Retention & Loyalty

Resource Performance Monitoring/

Management

Resource Problem/FaultManagement

Resource Domain Management (Network, IT Computing, IT Applications)

Resource Data Mediation

Resource Status Monitoring

Correlation & Root Cause

Analysis

Resource Testing Mgt

TMF eTOM Process Map

Assurance

TMF Telecommunications Application Map




Agenda

Service Assurance - What is out there to be Assured?Services Access Aggregation Core Content

OSS/BSS

Client

Fixe

dM

obile

Cab

leTriple Play- Voice- Broadband- IPTV / VoD

Other- Gaming, etc.

Quad Play- Mobility- Voice- Broadband- IPTV / VoD

Other- Presence, etc.

Triple Play- TV- Broadband- VoIP

Other- PPV, etc.

Physical- Copper Wire- Fiber- PSTN Switch

Broadband- DSLAM- xDSL

Physical- Radio Area Net.- BTS/BCS

Broadband- GPRS- EDGE- 3G

Physical- HFC Coax

Broadband- CMTS- Packetcable

Cablelabs

NGN

MPLS

Optical

Met

roEt

hern

et

VoIP

VoD

Game

P2P

TV

ISPThirdParties

PSTN Internet

How to Assure? – Best Practices

• Assure from the User Point-of-View• Measure User Experience and Service Level• Build User/Service oriented views

• Assure to Add Business Value• Prioritize issues based in $ value

• Integrate with high business value databases

• Assure where High Costs are Involved• Focus in high $ spending areas• Avoid Field Services overhead• Use Assurance to manage SLAs/SLOs

• Assure by Integrating with Processes• Feedback important information to managers

• Assure with end-to-end Convergent Service Views• IT + Network

• eg.: is the service up and being billed?

How to Assure? – Best Practices• Assure from the User Point-of-View

• Measure User Experience and Service Level• Build User/Service oriented views

• Assure to Add Business Value• Prioritize issues based in $ value• Integrate with high business value databases



• Assure with End-to-End Convergent Service Views• IT + Network


End-

to-E

nd V

iew

s

End-

to-E

nd V

iew

s

Service/User Views

Assure from the User Point-of-View

Assure from the User Point-of-View

Assure with End-to-End Convergent Service

Assure with End-to-End Convergent ServiceAssure with End-to-End

Convergent Service ViewsAssure with End-to-End

Convergent Service Views

How to Assure? – Best Practices• Assure from the User Point-of-View

• Measure User Experience and Service Level• Build User/Service oriented views






Assure toAdd Business Value


Focu

s in

Hig

her C

osts

(Lab

or /

Infr

astr

uctu

re)

Focu

s in

Hig

her C

osts

(Lab

or /

Infr

astr

uctu

re)



Reduce OPEXIncrease Revenue

$

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Impa

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Assure toAdd Business Value Fo

cus

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Assure where High Costs are Involved


Workforce AutomationChain Management

Optimize for Efficiency





Inte

grat

e w

ith T

T to

R

educ

e C

usto

mer

Vis

itsIn

tegr

ate

with

TT

to

Red

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isits

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ease

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Man

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Part

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SLA

s/SL

Os

Man

age

Part

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SLA

s/SL

Os








Assure by Integrating with Processes


Workforce AutomationManager Data

Business DB Feedback

Inte

grat

e w

ith T

T to

O

ptm

ize

Cus

tom

er C

are

Inte

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e w

ith T

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Info

rm D

B Is

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Impr

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Dat

a A

ccur

acy

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anag

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Man

ager

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Cus

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ized

Rep

orts




Getting there Get all the eventsGet the performanceDiscover the components and their relationshipsInstantiate the service model - add the business layerMarry events to the service model


Agenda

Security

Performance

Fault

Manual Correlation across groups

IsolatedFault

Security OPS

FaultOPS

PerfOPS

Before and AfterBEFORE

Correlation

between groups

takes place on

the phone, this is

expensive

Security OPS

FaultOPS

PerfOPS

Resource model, Service modelService path model

Security

Performance

Fault

IsolatedFault

AFTER

Leveraging

service model,

path awareness

and service path

modeling the

cross silo

correlation gets

done first and

the isolated fault

sent to the

correct group for

further action


Getting there Get all the eventsGet the performanceDiscover the components and their relationshipsProcess automationsMarry events to the service model


Agenda

Event management and Enrichment

• Centralize Events – Simple Return on Investment case– Its cheaper to have 5 operators watching the same console than

having 5 operators watching 5 different consoles• Why Events?

– Free• Don’t have to be polled for

»No load on device»No load on network»No load on poller

– Asynchronous• No waiting for polling cycle to catch up to the fault

• Enrich Events with resource, service, and customer information• Create the fewest and best trouble tickets possible

EventManagement




Agenda

Resource Performance Management

• Performance Management–Capacity Planning, Operations, Customers

• Point performance• Point to Point performance

–Transaction monitors–Synthetic transactions

• Performance along a path–Application path, Service path–SOA

• Real Time Transaction reporting – managing to goals

PerformanceManagement

Service Visibility is Key

Security

Application ServerCICS

Container

WebServices

Container

WebSphere Message Broker

zSeries

•Visibility to the complete path of the transaction is key to maintaining high service levels

•Understanding the performance of the services AND the health of the underlying resources is key to quickly isolating and correcting problems

•Relating services to business process completes the picture

End-to-end service flow




Agenda

Discovery of Resources and dependencies

• What applications are on what servers and how they connect to and depend on each other

• How do they connect to the Network?–Where everything connects to everything–What is the network topology? – Layer 1,2 and 3–Map events to network Topology, Topology based RCA–Optimal network inventory – Topology reconciliation

• Build your service model on top of the resource model you discovered

Discovery & Dependencies

Cross tier application maps

Configuration changes

Launch in context to configuration details

panels

Discovered resource to Service models

Providing visibility into application topology and availability to end users and business users

Always cumbersome due to complex dependencies between the componentsmaking up the application

Problems with availability are frequently caused by changes made to components supporting delivery of the application; identifying and tracking this change is essential to service quality

Automated service model building

Discovery & Dependencies




Agenda

Process Automation Architecture

Service Assurance PlatformService Assurance Platform

Tier – 1,2 Techs

Field techs Command & Control Centers Account ManagersTier – 3 Techs

InventoryManagement

Trouble Management

SOA Adaptor SOA Adaptor SOA Adaptor

Process ServerEnterprise Service BuseTOM & ITIL

processes SID entities

OSS/JOSS/JMTOSI

Change Management

SOA Adaptor

Fault Management

SOA Adaptor

WS

Service QualityManagement

TCAsTopologyLookups

Operations Service Models Dashboards

NOC SOC

WS

CSR

SOA Adaptor

OSS/J

*Performance Management

Rules

Managem

ent

WS

TestManagementBrix, Empirix,

SOA Adaptor

WS

Process Automation Use-Cases• Change Management process:

Rule-based Ticket Enrichment:

Create Change Request (CR) Approve & Schedule CR Implement CR Verify CR is successful Close CRIdentify impacted

Configuration Items



Reference architecture Conclusions

Agenda

Network failure RCA &Service Level Correlation

Network SNMP Event

Topology Based Root Cause Analysis

Dynamic Event Enrichment from external repository

Service Level Correlation

Network Failure RCA & Service Level Correlation (part 2)

Problem is service affecting(The + icon)

Parent Service Critical due to ‘Worst Child’ dependency

(i.e. if any children are critical, this service is also critical)

Cache Servers instance is marginal (yellow) due to

‘Percentage-of child status dependency’(i.e if > 30% children in Critical State,

then status is marginal, if > 70% children in Critical State, status is critical.

Drilldown to service affecting events




Agenda

IBM’s interpretation of TAM for Service Management

Fulfillment Service Assurance BillingOSS/BSS Integration

Infrastructure Data Probes Session Data Probes

Fault Management

Performance Management

Signaling Analysis

Transaction Analysis

Service ModelingDefines Dependencies between

service componentsDefine mapping with resourcesDiscovers dependencies dynamically

Service Level ManagementMonitors Service Quality

CommitmentTrack Service Quality Violations

Service Impact

Process infrastructure events to understand impact on end-users & service delivery

Service Quality

MonitoringService Availability

and UsabilityVoice & Video

signallingVoice & Video

Stream QualityService Usage

Service DashboardsReal-time DashboardsService Navigation

Problem Management

IncidentTrouble TicketRoot Cause

ServiceDesk

Customer Service Portal

OrderingProvisioningActivation

BillingUsage

Promos/CreditsRebates

Change Management

Security Management

Discovery

ITNM, TADDMITNM, TADDM

ITNM, ITM w/TDW, Omnibus , ImpactITNM, ITM w/TDW, Omnibus , Impact

Proviso, Network Assure , ITM w/TDW , ITCAM, Omnibus, Impact

Proviso, Network Assure , ITM w/TDW , ITCAM, Omnibus, Impact

ISS, TIM, TFIM,TAM, TSOM

ISS, TIM, TFIM,TAM, TSOM

ITCAM + IBM partnersITCAM + IBM partners

TNSQMSTNSQMS

TNSQMS,ProvisoTNSQMS,Proviso

ProvisoService AssureProvisoService Assure

TNSQMS, TEP, WBMTNSQMS, TEP, WBM

Tivoli Service Desk, CCMDB + IBM partners

Tivoli Service Desk, CCMDB + IBM partners

TPM, WESB, WBS Fabric & WebSphere Process Server + IBM partners

TPM, WESB, WBS Fabric & WebSphere Process Server + IBM partners

Fulfillment

ITUAM , TPM, WESB, WBS Fabric and WebSphere Process Server + IBM partners

ITUAM , TPM, WESB, WBS Fabric and WebSphere Process Server + IBM partners

PhysicalLogical

Inventory

CMDB, Maximo Asset + IBM Partners

CMDB, Maximo Asset + IBM Partners

TNSQMS ,CMDB,ProvisioTNSQMS ,CMDB,Provisio

IBM PartnersIBM Partners

Service Assurance –Reference Architecture- Product Overlays

WebSphere Portal Server based -> Launch into TEP,TBSM

WebSphere Portal Server based -> Launch into TEP,TBSM

TivoliEnd-to-end Management for Service Providers

IBM Tivoli’s integrated portfolio covering wireless, wireline, IP, and IT domains enables end-to-end management of all elements supporting legacy and next

generation service delivery (e.g., IMS, fixed-mobile convergence)

Vallent acquisition adds complementary service quality and network performance managementBroad coverage for visibility into all network layersScalability to handle growing complexityModular deployment to provide immediate, incremental valueIntegration capabilities to leverage existing investments

TNPMWWireless Performance

Management

TNPMWireline Performance

Management

NetcoolAvailability

Management

Service DeliveryPlatform (SDP)

IP Network

Wireless Access Network Core IP Network

TivoliIT Automation, Security& Storage Management

RAN Wireless

CoreNetwork

TNSQMService QualityManagement

Business Correlation

Tivoli Incremental Progression to Integrated Service Assurance

Discovery

Discover entire infrastructure including topology

StartHere!

Event Correlation & RCAEnable root cause analysis linking discovered network to live faults

Incident and Problem MgmtAdd automated linkage to trouble tickets from/to event infrastructure

Add Customer and Business context allowing better prioritization

Network Performance Management

Analyse utilisation and forward capability of infrastructure

Event Correlation

Alert on threshold violations for operator action

Incident and Problem MgmtUse trouble ticket to drive operational workflow to resolution

SLA ManagementVisualize and report on conformance to customer SLAs

Network Performance Management

Detects degradation in service to particular geography

StartHere!

Business Correlation

Identifies Enterprise customers impacted by degradtion

Real Time Status Monitoring

Narrows the issue to particular service impacted by over subscription

Customer Experience ManagementFurther narrows problems to individuals with high capacity services

StartHere!

e.g. SRM

e.g. OMNIbus

e.g. TBSM

e.g. OMNIbus, ITNM

e.g. ITNM, TADDM e.g. Proviso, TNPMW e.g. Proviso, TNPMW

e.g. Impact

e.g. Impact e.g. SRM

e.g. TNSQM e.g. TNSQM




Agenda

Everybody has plenty of management already

• Customers call and complain• Partners call and complain• Internal customers call and complain• Really smart people take a long time to diagnose and troubleshoot

when they should be building stuff• If your operation is small enough you can rely on really smart people

with pagers until you burn them out• This results in two things

– reliance on oral tradition–Cowboy change management

• As the organization gets bigger–Some things are always broken–Other things take a really long time to fix

Conclusion• Service management is a bottom up thing – skip a step and regret it

–Get all the events–Get all the performance–Discover how things connect to and depend on each other– Instantiate the service model–Process Automation–Add the business significance

• Manage with big picture knowledge• Open fewer, smarter trouble tickets• User fewer, lower end people to open them and work them

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