Alcatel-Lucent managed services blueprint brochure
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Alcatel-Lucent Managed ServicesThe managed services blueprint
Alcatel-Lucent managed services blueprint brochure
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The managed services blueprint is an integrated model defined by Alcatel-Lucent to deliver managed
services to you in a predictable, repeatable and cost-effective way by applying industry standard
frameworks and lessons learned. The managed services blueprint represents an integrated set of
operational services, grouped into service packages and then into meta-packages. These services and
packages define the set of functions and activities required to deliver managed services to you. The
managed services blueprint is aligned with eTOM and ITIL frameworks and standards. It has five major
components; organization, governance, processes, systems/ tools and metrics. Each component has
supporting collateral detailing what the component represents, delivers and how this component is
applied within managed services projects.
Alcatel-Lucent managed services blueprint brochure
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Alcatel-Lucent managed servicesblueprint model
Fully integrated delivery structure providing unmatched performancewith lean 6 sigma level of excellence
Network managementdomains
Organization
Process MetricsSystem/ Tools
Governance
Aligned witheTOM and ITILframeworks
Performance management
Service desk management
Fault management
Inventory management
Field Force management
Job catalog
Professionaldevelopment
Delivery centers
• Exclusiveintellectualproperty
• Resilientandflexibledelivery
• Shortenedtime-to-market
• Efficientleverageofpartners
• Optimizedforcost-efficiency
• Superiorend-usersatisfaction
Service impacting events drop rate by 40% Mean time to restore (hours) down by 50%
Fault rate per subscriber drop rate by 85% Mean time between failure (hours) up by 64%
Alcatel-Lucent managed services blueprint brochure
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Governance Organization and delivery structure
Not only is governance a mandatory ‘service’ to deliver to a
customer within our service suite, but also, how we define
and perform it is critical to the success of any managed
services project. It’s importance is why we have isolated this
as a key component within the managed services blueprint.
Governance provides consistent management principles,
processes and measurements to ensure deliverables and
expectationsbetweenthecustomerandAlcatel-Lucentare
met and/or maintained. Governance is also responsible for
managing change within the contract.
The managed services blueprint is supported by a
comprehensive delivery structure that brings multiple
Alcatel-Lucent teams working together to support your
deployment and operations. Each delivery team provides
unique capabilities that are a necessary component of a
successful deployment and network operations engagement.
Working together as a cohesive organization, these delivery
teams provide a seamless process to efficiently support and
operate customer’s networks.
Managed Services
Cu
stom
ers
Alca
tel-L
uce
nt
Services, Network Elements
Customer Service Desk
Maintenance Services
Customer RegionalLogistics Center
Customer Network Operation Center
Global Service Delivery (GSD)/ Delivery Center (DC) Network monitoring and
surveillance
Incident restoration &
problem resolution
Network change
management
Network access and
security
Network engineering
Network optimization
Network provisioning
Network capacity
management
Preventive maintenance
GSD/DC
Regional Business Center (RBC)/ Customer Assurance Leader (CAL)Customer interface
Overall delivery coordination
Continuous improvement
RBC/CAL
Field Service Operations (FSO)
Field force management
Corrective and preventive
maintenance
Network provisioning
Ehs FSO
Technical assistance centers, technical engineering center (TEC), R&D for all Alcatel-Lucent technologies Incident restoration
Problem resolution
TEC/R&D
Repair and Exchange Service Organization (RESO)
Advanceexchange&repair
Customer inventory management
Global Welcome Center (GWC) Service request management
GWC
RESO
Alcatel-Lucent managed services blueprint brochure
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www.alcatel-lucent.com Alcatel, Lucent, Alcatel-Lucent and the Alcatel-Lucent logo are trademarks ofAlcatel-Lucent. All other trademarks are the property of their respective owners. The information presentedis subject to change without notice. Alcatel-Lucent assumes no responsibility for inaccuracies contained herein.Copyright©2015Alcatel-Lucent.Allrightsreserved.PR1508013462EN
Global service delivery
Including regional and local delivery centres, global service delivery teams are the heart of managed services operations delivery,
providing network surveillance and trouble resolution services to ensure out global service delivery networks continue to function
asexpected.
Repair and exchange services
Repairandexchangeservicesteamsdelivermaintenancesupportservicesaccordingtomaintenancecustomercontractservice
level agreements and warranty obligations and actively provide rapid replacement of damaged network elements or field
replacement components.
Field services
Field service organization teams consist of technician that provide on-site support for repair and replacement of network
elements, providing both preventive and remedial services.
Processes
The managed services blueprint
incorporates and leverages Alcatel-
Lucent standardized processes.
The managed services blueprint
team is involved in assisting in
the design and development of
managed services processes, where
applicable.
This results in common and
standardized processes across
all services i.e. regional business
centers, global service delivery,
repairandexchangeservices
and field services business. The
managed services blueprint also
defines the relationship between
processes and services along with
key process interfaces.
Tools/ Systems
The managed services blueprint
incorporates the tools required to
effectively manage your network.
• Integratedtroubleticketingto
allow flow through problem
escalation, tracking and
resolution
• End-to-endaccountabilityof
service level agreements from
both operational and technical
perspectives
• Correlatedeliverycenter-
triggered problems network
trouble tickets and customer
trouble tickets.
Metrics/ Reporting
Everything we do to support and
deliver a world class managed
service offering needs to be
measurable. The managed services
blueprint aims to support this by
providing standardized metrics for
our managed services projects.
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