Slide 12007.4
All statements of direction or intent are provided for planning purposes only and are subject to change or withdrawal without notice
IT Service Management
© 2006 IBM Corporation
IT Service Management
© 2006 IBM Corporation


QoS
Achieved
QoS
Offered
QoS
Perceived
QoS
Needs


Network
Centric
Customer
Centric
, , , .
IT Service Management
© 2006 IBM Corporation
?
IT Service Management
© 2006 IBM Corporation
– ?
SQM ?
Service Quality Management (SQM) - , Probe , - / metric modeling
metrics .
SQM ?
SQM OSS .
SQM – End to End – Modeling .
IT Service Management
© 2006 IBM Corporation
Methodology
Organization
NetCo
ServCo
Service Organization
IT Service Management
© 2006 IBM Corporation
Customer Relationship

Lifecycle widens to drive larger returns
IT Service Management
© 2006 IBM Corporation
Service Modeling Process

(Analyze Service Scenario)

IT Service Management
© 2006 IBM Corporation
% Call Attempts Successful per cell
Aggregated measure of mobile reliability for a region
# Handover requests per BSC # Successful Handovers
% Successful Handovers
% Successful call termination
Availability status of NE or process
Aggregated availability status of service or sub-service
Attach times to SGSN (from active testers) # Attach Requests to SGSN # Successful Attach Requests
Mean attach time
Aggregated measure of performance of wireless data connections
PDP context negotiation times (from active testers and/or passive probes # PDP context activations # Successful PDP context activations
Mean PDP context negotiation time
At “define” step,
IT Service Management
© 2006 IBM Corporation
High Level KQI
Availability
The proportion of time a service is up, running and available for use
Up/Down alarms Active probing Hierarchical model
Alarms Active Probe results
Reliability
A measure of probability that a user will succeed in carrying out their transaction
Up/Down alarms Active probing Passive probing Error counts Drop counts
Alarms (outages of less than 1 minute treated as reliability rather than availability issue) Probe data PM data
Responsiveness (ETR003 – Speed)
A measure of the users experience in terms of response times
RTT measures from E2E tests and passive probes Retry counts
Active probe results Protocol analysis PM data
Quality (Extending the Accuracy category of ETR003)
A measure of the users experience in terms of quality of delivery
Direct measures of perceived quality (eg Netcool WUQ agents) Jitter measures Packet drops
Netcool WUQ agents Protocol analysis PM data
Viability
A measure of the returns as perceived by the operator (usage or revenue)
Usage measures Billing Data
IT Service Management
© 2006 IBM Corporation
IPTV SDP
IP Bearer passive monitoring.
“Passively sample service quality at key points in the supply chain ”
Robot User
Service Availability
Per Channel error distrib (Max BW, Access right, Max Stream)
Viewers per Channel
Total Play Time
Number of Selections
Channel Surfing Time
Channel Surfing Errors
Synchronization Errors during encoding
Reference Sequence
Alarms
Resource Availability Indicators
Service Availability Indicators
Prioritised Operational Service Views
Service Configuration and Activation OSS
Inventory and other databases
KPIs
Resource Availability Indicators
Service Availability Indicators
Prioritised Operational Service Views
Service Configuration and Activation OSS
Inventory and other databases
Network Level
Score card of service delivery metrics
IT Service Management
© 2006 IBM Corporation
IT Service Management
© 2006 IBM Corporation
Process infrastructure events to understand impact on end-users & service delivery
Service Delivery
IPTV Signalling
Video Quality
Service Usage
Why QoE is Important?
3 examples with same content, bit rate, frame rate, codec and level packet loss but different MOS values…
Modeling human perceptual evaluation of services is the only way to truly understand the consumer experience
– Customer quote
True End 2 End Service Quality Management
IT Service Management
© 2006 IBM Corporation
IT Service Management
© 2006 IBM Corporation
Back to the start..
, ?
?
SMM (Service Management Model)
QoE (Quality of Experience)
Service Quality Management .
SQM , 1 2 .
“ ” .
IBM SQM .-
IBM SQM Capability .
IT Service Management
© 2006 IBM Corporation
Applications
Switch
Mobile
Services
Management
(HLR)