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Managed ServicesValue Appreciates Profession
02 03
Working closely with you, ZTE determines and applies effective methods for reducing and controlling capital and operational expenses.
Overview
In the telecom industry, intense competition and complicated network operation
and management put great pressure on operators. To achieve sustainable
enterprise development in a rapidly changing market environment, operators
must adapt business and management changes in both high-growth markets and
developing markets for management efficiency improvement and cost reduction.
ZTE Managed Services helps operators deal with operation and maintenance
challenges caused by technology updates and network convergence, develop core
business, improve operation efficiency, network quality and user experience, and
achieve cost reduction and revenue growth.
Managed Services
04 05
ZTE Managed Services is a
trusted long-term solution that
allows operators to focus on
core business and market share. In close
cooperation with operators, this solution
intends to keep and improve network
availability and reliability, maintain high
network quality, and improve end-user
satisfaction. The following is a summary
of benefits of ZTE Managed Services
solution.
Managed Services
After long-term cooperation with
operators, ZTE can profoundly understand
local market and the challenges faced
by the operators, and develop more
targeted solutions that help the operators
to create more value. On the one hand,
ZTE provides operation and maintenance
intelligence and improves operation and
maintenance efficiency by implementing
standardization processes, and integrating
and deploying advanced operation tools.
On the other hand, ZTE help operators
design sound business development
strategies to achieve revenue growth
through long-term tracking and analysis
of the market and end users.
Operators can mobilize resources to
meet the network and service growth
requirements. Lack of experience may
prevent quick launch of new services
due to rapidly changing market and
technology. ZTE Managed Services help
operators adapt to new technologies.
Operators will be benefited from quickly
launching new services and sharing
ZTE’s global expertise and leading
technologies.
ZTE provides centralized network
management and innovated field
maintenance management to avoid
potential risks and reduce costs.
Furthermore, ZTE supports organization
and workflow optimization based on
the actual operation conditions. The
optimization reduces unnecessary and
overlapping positions, and thus improves
operation efficiency and shortens the
incident escalation process.
With considerable experience and
professional competence, the team
responsible for the Managed Services
solution is capable of meeting the needs
of operators for network assurance,
improving network performance with
prompt response, handling faults
without service interruption, and
supporting continuous service and
customer experience oriented network
optimization. All these capabilities help
operators enhance end-user satisfaction.
Operators become aware that it is vital
to change focus from technology to
customer and service. Routine network
operation, although still very important,
should not be considered as the core
competency of an operator. By choosing
Managed Services and outsourcing
operation and maintenance, operators can
be relieved from complicated technical
issues and focus on the core competence
such as strategies, marketing & sales,
customer care, and billing. ZTE will deal
with all technical issues for the operators.
Create Value IncreasinglyLess Time to Launch New Services
OPEX Saving and Efficiency Improvement
Network Assurance and Improved Customer Experience Focusing on Core Business
Benefits
Create Value Increasingly
Less Time to Launch New Services
OPEX Saving and Efficiency Improvement
Network Assurance and Improved Customer Experience
Focusing on Core Business
06 07
ZTE Managed Services Solution
ZTE Managed Services is a
solution that can be tailored
to meet different requirements
from customers. Through the large
number of projects around the worlds,
ZTE have established the advanced
delivery capability, accumulated rich
experience in network operat ion
and maintenance, HR transfer, asset
management, contract management
and other operation management
capability. In addition, new technologies
and tools, such as CEM and SQM,
are applied in the solution to improve
delivery quality and help operators
develop more business opportunities
and create more value.
Network Operation and MaintenanceZTE provides traditional Network
Operation and Maintenance services
for various technologies (CDMA, GSM,
Telecom Network Enterprise/Government Network
Business
Service
Network
Operation Consultancy Customer Experience Management
New Service Launch
Consultancy
Service Provisioning
Management
Service Quality
Management
NOC OperationPerformance
ManagementCPE Management
OSS Integration and
Transformation
Field MaintenanceSpare Parts
ManagementEnergy Management IT System Management
UMTS, LTE, FTTx, and IPTV), such as
NOC Operation, Field Maintenance,
Performance Management, Spare Parts
Management, and CPE Management.
In order to improve operation and
maintenance efficiency and reduce
the cost, ZTE extends the outsourcing
model to support network equipment
maintenance. The extended services
inc lude Energy Management , IT
Managed Services, and OSS Integration
and Transformation. By using these
services, operators are released from
network operation and maintenance to
focus on their core businesses.
Service Operation ManagementWith the growth of data services,
operators focus more on service KQI
than network KPI, and service quality
management becomes more important.
ZTE supports effective monitoring,
analysis, and optimization to improve
the quality of services. Meanwhile,
necessary support is available for
launching and provis ioning new
services, assisting operators expand
their businesses.
Business Operation SupportZTE can monitor and analyze customer
experience indicators and find the
causes that affect customer experience
based on a large amount of key service
performance data and user data from
different dimensions. The business
operation support prevents customer
churn and profit decrease and achieves
better business operation for operators.
Z T E c a n p r o v i d e c o n s t r u c t i v e
suggestions for business operation in
the local market of operators based on
the analysis results, and help operators
design business development and
expansion strategies and plans.
Managed Services
Stable Effective Controllable Advanced
8 9
Global Delivery ExperienceZTE has won more than 125 global Managed Services contracts, covering 160,000 sites
and 140,000,000 subscribers of 45 operators and more than 132,000 kilometers of OFC
maintenance, set up 14 regional service platforms serving over 100 countries and regions
around the world, and secured abundant O&M resources. ZTE is able to provide the most
competitive customized O&M services for customers around the world through global
distribution of resources and efficient organizational management.
Cooperation with morn than 3,000 Local Service Partners
050
100
150
200
250
300
350
400
So
utheast Asia
Asia and
Pacific
Russia
So
uth Asia
No
rth Africa
So
uth Africa
Mid
dle E
ast
Mid
dle-W
est Africa
India
East E
urop
e
West E
urop
e
No
rth Am
erica
No
rth Euro
pe
So
uth Am
erica
Strategic PartnershipsZTE has more than 3,000 certified service partners in the whole world. The partners come
from various industries, such as logistics, network buildup and construction, equipment
installation and commissioning, operation and maintenance, and consultancy support. ZTE
builds up partnerships with leading logistic companies.
Managed Services
Our Advantages
North America
South America
Canada PMI Venezuela CADAFE Colombia Comcel Colombia Telefonica Chile Telefonica
Africa
Egypt Etisalat Ghana GLO MTN Nigeria/Swaziland Kenya Orange Telkom South Africa Cell C Angola Mundo Startel
Europe
Poland Polkomtel Austria H3G
Middle East
Saudi Arabia Atheeb Saudi Arabia STC Saudi Arabia Zain
China
China Mobile China Unicom
CIS
Uzbekistan UCELL Tajikistan TKMobile
Asia
Indonesia HCPT Nepal Ncell Pakistan Telenor Pakistan CMPark Pakistan Moblink Malaysia Digi India Aircel/MTS/TTSL
1110
Professional Service Tool Set
ZTE Service Tool Set is a set
of special tools covering all
network services and resources
and different phases, from service
provisioning to service assurance. ZTE
Managed Services and ZTE Service Tool
Set can be combined to ensure smooth,
easy, and efficient routine operation.
Resource management, service
activation, and workforce management
supports the provisioning of end-to-
end services.
Unified fault management, performance
Service
Resource
Unified Interface Platform &Comprehensive report Present
CM/SARM
CEMC
SQM
PMS FMS E-FlowB2BESB
WFMS
ITNMS
SLA
TT & WFMSIT NE, NMS, Probe
management, integrated IT network
management, and electronic operation
& maintenance flow (E-Flow) support
comprehensive Multi-Technology
Mult i -Vendor (MTMV) network
management and electronic operation
& maintenance works.
Customer Experience Management
Center (CEMC) and Service Quality
Management (SQM) tools are used
to upgrade operation & maintenance
features from the network layer to the
business, service, and customer layer.
All network operation & maintenance
tools can be accessed, centralized,
and integrated through the Portal.
Service Level Agreement (SLA)
p resents ne twork ind ica to rs ,
business indicators, and operation
& maintenance indicators for unified
management, and supports statistics
and visualization of network quality
and operation &maintenance actions.
Enterprise Service Bus (ESB) supports
integrating the service tool set with
the existing tools of other vendors.
Managed Services
1312
Managed Services
Critical Successful Factors
Comply Law Closely Partnership
RespectIndividual
Seamless Transition
TUPE
Local Labour Law
Customer
Incumbent MSV
Labour Union/
Work Council
Care for Hearts & Minds Transfer Plan
Business as
Usual (BAU)
Risk Mitigation
Recruiting
Training
System
Performance
Evaluation
Reward
System
HR
Planning Reasonable Transformation
Design Corresponding Training
Diversity Channels
Better / Match
Knowledge Management Matched
to Career Path
Critical Incidents
Inputs to Training &
Reward Allocation
Big Family
Culture Harmonization
Multi-national Working Environment
Employee
Relationship
HR Solution
In order to meet the requirements of customers,
ZTE provides the whole set of HR solution for
MS project. It includes HR transfer, Organization
Transformation, Performance Management and
etc. According to the best practice, we think these
factors as following pictures are very important
during different period. During Transition period,
if there is need to transfer employee, we focus
on local law, setting up the closely partnership,
how to respect transferred employee and
detailed transition plan; during operation period,
we provide effective ways to Human Resource
Management corresponding our MS strategy.
Transition period
Post-Transition period
1514
Global Network Operation Center in Budapest, Hungary
On M a y 2 n d , 2 0 1 2 , Z T E
l a u n c h e d a n e w G l o b a l
Network Operation Center
(GNOC) in Budapest, Hungary, which
is intended to improve management
quality for telecom operators and
expand delivery capacity in Europe
for ZTE. Based on the new GNOC,
ZTE provides European te lecom
operators with high speed, quality-
guaranteed, and efficient management
services. The new GNOC, providing a
comprehensive management service
solution, consists of a customer service
center, a network monitor center,
Global Network Operation CentersGlobal Network Operation Center in Delhi, India
The Global Network Operation
Centre (GNOC) in Delhi, India is
the largest NOC of ZTE outside
China, which remotely manages and
monitors services for Indian telecom
operators. ZTE has invested over US $4
million dollars to set up the GNOC. The
GNOC establishment is an important
part of ZTE’s global strategy and the
GNOC becomes a showcase of ZTE’s
excellent engineering capabilities.
Spreading over 15,000 square feet, the
GNOC is located in Gurgaon and has
200 employees, including 80% local
employees. The GNOC is integrated
with ZTE Global Customer Support
Center (GCSC) in China and Local
Customer Support Center (LCSC) in
Delhi, India to enhance cooperation
between ZTE and telecom operators.
These three centers serve as backup
to each other. Deployed with the
latest ZTE equipment and advanced
technologies, the GNOC provides a
unified management platform that helps
Indian telecom operators reduce their
Total Cost of Ownership (TCO). Tata
Teleservices is the first operator to use
the services provided by the GNOC.
The GNOC provides various services
GNOC
to telecom operators in India with the
aim of reducing their total operation
and maintenance costs, including the
following three key services:
Utility Network Management System
(UNMS) supports personalized
service management depending on
the needs of different operators.
Resource Management System
(RMS) manages ne twork and
business resources effectively.
Electronic Operation & Maintenance
System (EOMS) supports effective
duty management.
a fault handing center, a network
performance optimization center, a call
center, and a spare part management
and repair center.
T h e n e w G N O C , w h i c h c a n b e
expanded to 600 square meters, can
accommodate 100 technicians and
experts. It is capable of managing
up to 40,000 network elements, and
supervising and managing almost all
types of elements in fixed networks
and mobile networks.
ZTE has lots of projects and great
partners in Europe. With the rapid
market expansion, ZTE increases
investments in Europe. The GNOC is a
new investment about ten million Euros.
ZTE, having a subsidiary in Hungary,
chose Budapest as the location of the
GNOC due to good humanities and
natural environment of the city.
Managed Services
1716
Reference CasesO
n March 2010, H3G Austria
chose ZTE as its partner to
deploy a high-performance
and future-proof mobile broadband
network. The swap of 4080 base
station sites and the reconstruction
of transmission and core networks
were required in addi t ion to s ix
years of managed services. ZTE
Managed Services solution provides
corrective maintenance, preventive
maintenance, change management,
spare parts management, performance
m a n a g e m e n t , c o n f i g u r a t i o n
management, quality management,
and expert technical support. During
the swapping of H3G base station
sites, large amounts of third-party
base stations were replaced, and the
existing auxiliary devices are reused,
including power supplies, towers, air
conditioners, shelters, relay nodes,
S D H h u b s i t e s a n d m i c r o w a v e
equipment.
After ZTE completed the network
d ep l oymen t and took ove r t he
network operation and maintenance,
the month ly SLA leve l exceeds
99%. One year later, the network
KPIs were signif icantly improved
due to ZTE’s professional operation
and maintenance. At the end of
November 2011, Europe’s largest
telecommunicat ions publ icat ion,
Connect, organized a formal test
on the mobile networks of eleven
operators, covering various aspects
such as download speed, upload
speed, and user experience. H3G
Austria’s average rate was greater
than that of the second-fastest
n e t w o r k . O n S e p t e m b e r 2 0 1 2 ,
Connect organized another test
on all networks in Austria. The test
results showed that H3G Austr ia
network won the top position. “H3G
Austr ia was not only the fastest
network, it also achieved a score
of 476 out of a poss ib le 500 in
customer eva luat ions of overa l l
network performance,” said Connect
editor Bernd Theiss.
H3G ZTE Competitor 1 Competitor 2 Competitor 3
Fig 1. H3G mobile network ranked first in the Connect network test 2011&2012
Managed Services
Operator Time Market Position
Market Share
2010 2 42%
2011 1 49%
2012 1 53%
1918
Managed Services
On April 2011, ZTE announced
it had secured an exclusive
three-year Managed Services
project with Nepal’s Ncell which is part
of TeliaSonera, a leading European
telecommunication company. The
contract includes Managed Services
for Ncell’s existing network as well as
all the main equipment and accessory
facilities of the BTS and Node B sites
for the next three years. It will include
site maintenance, management of
equipment from multiple vendors
(including Ericsson/HUAWEI/NSN/
Ceragon/Harris/Emerson/Delta) and
OPEX optimization.
About Ncell:
Ncell is No.1 mobile operator in Nepal
with over 8 million subscriptions,
covering all the 75 administrative
districts and about 90 percent of
Nepal’s population
In October 2010, Ncell launched mobile
data services in the world’s highest
location in the Mount Everest area
ZTE MS Solution and Customer Benefits:
SPOC -> S imp l i f i ed ne twork
management
Improved network efficiency ->
Better service assurance
Global MS
standardization and
experience lead to MS
process optimization
and efficiency
improvement
1st , 2nd MS & 3rd line
MSS collaboration brings
productivity improvement and
higher response of network Faults
Network Performance Management ->
Stable and improved network quality
Since 2011, Ncell has had the best
mobile network quality in Nepal
confirmed by third party surveys
and tests.
From http://www.teliasonera.com
Improved infrastructure management
-> At least 15% OPEX Saving for Ncell