Nokia Networks

Nokia Service Quality Manager

Focus operations on what matters most

In today’s competitive markets, one challenge is to get a subscriber to sign up; another is to keep them by building customer loyalty. The Nokia 2014 Acquisition and Retention Study reveals that network and service quality is number one reason that subscribers stay loyal to their mobile operator. Yet the flip side is the growing pressure that operators face to be more efficient.

Let’s imagine an operator offers Voice over LTE service (VoLTE) to its subscribers. It’s vital that the operator knows whether the service is working well for all subscribers.

What if voice quality is poor for some subscribers? What is the exact root-cause of the service degradation? Is it in LTE radio, Evolved Packet Core (EPC), IP Multimedia Subsystem (IMS) or backhaul domains? Poor voice call quality at a key location must be fixed rapidly or the

operator risks frustrating large numbers of influential subscribers.

By focusing on the following key areas, operators can provide superior service quality to subscribers:

• How to accurately monitor end-to-end services (e.g. mobile broadband)?

• How to evolve operations from network to service monitoring to ensure that key revenue services are performing well?

• How to proactively detect service quality degradation to avoid churn and prevent revenue loss?

• How to prioritize service problems for speedy resolution?

Nokia Service Quality Manager 3

Enabling mobile broadband growth

Accurate and real-time service monitoring

Be proactive to pave the way to superior service qualityNokia Service Quality Manager (SQM) helps operators to proactively achieve superior service quality. It provides a single view of service quality, enabling real-time and accurate service quality management across telco and IT networks.

Evolve from network monitoring to service monitoring

The design of SQM reflects real operational practices. The web-based GUI is innovative and easy to use. With just one screen and a couple of clicks, operations can go from problem identification to isolating the cause of service degradation.

In a nutshell, SQM comprises the following service monitoring functions:

• One end-to-end view of services that aggregates the different domains, to monitor service quality based on Key Quality Indicators (KQIs)

• Proactive monitoring of service quality and detection of service degradations in real time

• Based on the impact of services, SQM automatically prioritizes the corrective action

• Drilling down to affected resources in a few clicks (root cause analysis) with geo-location

• Creating an action for the Network Operations Center (NOC) to correct the problem

4 Nokia Service Quality Manager

MBB

Voice

Messaging

Voice over LTE

Postpaid

Prepaid

Roaming

Region

City

Hotspots

E2E Service Quality View

Drill down to root cause

Service Status

3G/2G

Internet

DNS

GGSN (S/P-GW)

SGSN (MME)

RNC/BSC NodeB/BTS

eNodeB

Mobile Backhaul

IP/MPLS Backbone

Mobile Backhaul

Multi Domains & Technology View

Nokia Service Quality Manager - one end-to-end view to service quality

A single view of service quality

Benefit from the off-the-shelf content with embedded telco expertise

SQM is the core of the Nokia Service Operations Center (SOC) solution. Working with leading operators such as Telecom Italy, Nokia Networks has created this global market blueprint for SOCs that provides best in class usability GUIs and a real-time Root Cause Analysis correlation engine.

Customer case 1

When Telecom Italy wanted to ensure high service quality as its key differentiator, it turned to Nokia for help. The project resulted in a completely new Service Operations Center (SOC) solution, covering the site, tools, people, processes and specific operational tasks. SQM plays a key role, providing an end-to-end view of how services are actually performing. SOC filters more than 20 million alarms, over 1.5 billion performance counters and 30,000 managed network elements. SOC personnel need only focus on tens of relevant indicators, those with an impact on service quality.

SOC personnel can also identify growing service degradations that may impact the service, and prioritize their resolution. Telecom Italia has cut churn and reduced the number of calls being made to its call center. It has also improved its efficiency through integrated, end-to-end tools and processes. Less time and effort is needed in troubleshooting, bringing OPEX savings.

Based on Nokia telco know-how from hundreds of customer projects, SQM includes Commercial Off-The-Shelf (COTS) end-to-end service models, such as Voice, Mobile Broadband (3G, LTE), VoLTE and OTT Apps.

Plug-ins and adaptors are available for multivendor integration for the major vendors with performance management (PM) aggregation mediator, SNMP, CSV and XML collectors.

Nokia Service Quality Manager 5

Monitoring VoLTE service quality

“We have already achieved outstanding results. Some examples: 75% reduction in escalations of customer claims from major faults due to segmenting and dealing proactively with high-value customers; Increased network availability by 20% in individual cells due to improved knowledge of customer usage.”

Simone D’Innocenzo Service Operation Center manager of Telecom Italy

Customer case 3

An Asian operator had high-quality demands for hotspots, but lacked a service quality view across its network domains and technologies. It also suffered high OPEX. The operator introduced a Managed Services SOC with an integrated view of mobile broadband, HSDPA/

HSUPA, radio, core and MPLS services. It can now quickly drill down to root causes on one screen and create trouble tickets. With this solution, fault identification time has been cut by 70%. Next on the list for the operator is to include service models for OTT services, such as Skype and News.

Customer case 2

Touch Lebanon selected Nokia to help raise the efficiency of its network operations and reduce maintenance costs. Most importantly, it wanted to improve the quality of voice, text messaging and other data services for subscribers. Touch Lebanon uses SQM in its new centralized service operations center and enjoys a single view of service quality. The operator can proactively detect service quality degradations and respond to capacity demands. With SQM, it can prioritize tasks based on service impact. By quickly identifying and resolving root causes, touch Lebanon can gain significant operational and business benefits.

6 Nokia Service Quality Manager

“We selected Nokia Networks for this important milestone implementation to increase the efficiency of our network operations, reduce maintenance costs - and most importantly, improve the quality of voice, text messaging and other data services for our subscribers.”

Wael Ayoub, COO of touch Lebanon

How operators benefitWith SQM, operators can realize significant operational and business benefits. They can ensure superior quality for customers with lower OPEX.

5% increase in service usage• Overall network quality increases,

leading to enhanced service experience and thus increased service use.

20% faster alarm handling • Network availability increases, leading to

fewer critical alarms.• Second Line/NOC has clear priorities

over which service-affecting alarms need to be fixed, thus smoothing the workload and saving operations resources in peak hours.

50% reduction in number of service-related complaints and 50% faster service restoration • Operations can quickly and accurately

find the cause of the problem, with root cause analysis.

• Trouble tickets created with root causes for affected services. This avoids bouncing between network domain teams in Second Line/Network Operations Center (NOC).

20% reduction in site visits• Immediate prioritization of corrective

actions based on service impacts, avoiding unnecessary site visits or rescheduling non-urgent site visits.

Nokia Service Quality Manager 7

Market recognition and awards

“Nokia is a market leader in Service Management, worldwide market shares in service assurance 2013”

Patrick Kelly, Analysys Mason, May 2014

Aegis Graham Bell Awards25 October 2013New Delhi, India

Service Operations and Management wins award in “Innovation in Managed Services 2013”

Global Telecoms Business Innovation Award 2013: Touch Lebanon

Centralized Network and Service Operations Center

Demonstrating industry-leading innovation to help operators improve service quality and simplify operational processes across the organization.

“The service assurance domain is known for over-complex and under-used tools. Nokia’s focused service assurance offer is practical and highly usable, based on best practice processes, network insights and service models that help operators bridge the increasingly critical gap between customers, their services and network operations”.

Caroline Chappel, Heavy Reading, May 2013

networks.nokia.com

Nokia Solutions and Networks Oy P.O. Box 1 FI-02022 Finland

Visiting address: Karaportti 3 ESPOO Finland

Product code C401-011886-B-201504-1-EN

© Nokia Solutions and Networks 2015

About Nokia Nokia invests in technologies important in a world where billions of devices are connected. We are focused on three businesses: network infrastructure software, hardware and services, which we offer through Nokia Networks; location intelligence, which we provide through HERE; and advanced technology development and licensing, which we pursue through Nokia Technologies. Each of these businesses is a leader in its respective field.

Nokia Networks is the world’s specialist in mobile broadband. From the first ever call on GSM, to the first call on LTE, we operate at the forefront of each generation of mobile technology. Our global experts invent the new capabilities our customers need in their networks. We provide the world’s most efficient mobile networks, the intelligence to maximize the value of those networks, and the services to make it all work seamlessly. www.networks.nokia.com

Nokia is a registered trademark of Nokia Corporation. Other product and company names mentioned herein may be trademarks or trade names of their respective owners.