globeOSS Integrated Service Management (globeOSS iSM) solution provides you a revolutionary way of monitoring your organizations Service

Quality and Service Level Agreement

globeOSS Integrated Service Management (iSM)

In todays highly demanding and competitive environment, service quality management is widely recognized as top priority for mobile operators. As services becoming increasingly complex, mobile operators need to control the quality of business-critical services and offer attractive Service Level Agreements (SLA) to keep their valued customers and ensure customer loyalty. The design of globeOSS Integrated Service Management (iSM) addresses the challenges of service quality management faced by mobile operators in todays dynamic business environment. globeOSS offers end-toend service quality management with tools for managing quality of service and SLA. It allows mobile operators to move towards proactive service management, while focusing on their highest paying customers. Customers perceive quality as a degree of satisfaction. The measurement of quality is based on three main areas - quality of service (QoS), quality of Experience (QoE) and quality of Business (QoBiz)

globeOSS Integrated Service Management (iSM)

globeOSS iSM Framework

globeOSS iSM supports management of all mobile services. Service modeling capability within the iSM Service Studio is tightly integrated to iSM engine. The function of iSM includes: Handling of SLA creation and management. Providing KQI / KPI management from various perspective; e.g. customer, service, network, operations and geography. Providing open standards and easily expandable based on offthe-shelf components. Allowing changes to be made on the service model without writing any codes. It can be easily congured by end-users. Providing service alarms and congurable alerts. All the functionalities including administration, service modeling, service instantiation, etc. are GUI driven. This allows mobile operators the freedom to perform SQM functions easily.

globeOSS iSM Thresholding

globeOSS iSM has congurable threshold capabilities including: Dening service levels Sampling intervals for measurements Aggregation interval for measurements / metrics Thresholding interval metrics Reporting intervals Static threshold Threshold based on trends The threshold can be congured and scheduled by the mobile operators. The integrated notication system allows to notify appropriate contacts when a threshold is violated via Email or SMS.

globeOSS iSM Monitoring

globeOSS iSM supports centralised view of consolidated data to give complete picture of the services, customer and network. It provides single, web-based intelligent dashboard view of end- toend service quality from service to customer perspective.

KPIs and KQIs Calculation

globeOSS iSM complies with the recommendations of the TMForum Wireless Services Measurements Handbook (GB923) and provides a exible architecture for service quality measurement. The hierarchical approach enables user to dene key quality indicators that map to the internal responsibilities of the mobile operators business. Also, it supports quality management of service components delivered by third party suppliers or partners. globeOSS iSM is capable of building end-to-end quality indicators and quality objectives that supports end-customers SLA using appropriate customer terminologies from the underlying internal key quality indicators (KQIs).
Hierarchy

It collects service service KPI/KQI from various data sources e.g. Sigos, Agilent acceSS7, Tektronix probes, Metrica, NetExpert, CDR, Argo Monitor Master, etc. globeOSS iSM manages and monitors the following:
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KQIs measure the delivered service quality that is used for the purpose of both service quality management and service level management. globeOSS iSM supports various mathematical operations for KQI / KPI metrics calculation including: Mathematical operation (+, -, /, %, <, >, = ) Logical Operations (if, then, else, and , or not) String Operations (upper, lower, concatenation) Statistical (average, sum, aggregation, maximum, minimum) With these mathematical operations, computation of KPIs and KPQs can be achieved based on the variety of data sources. globeOSS iSM solution provides mobile operators the ability to dene thresholds of a chosen service level objectives and detects SLA violations. Historical trends are made available for the different services to allow for comparison over a period of time. In addition, monitoring of the services can also be achieved in near real time; as and when data are fed into the system.

a) KQI / KPI Service Monitor This is a service performance monitor that monitors end-to-end services, resources and business processes independent of customers. It determines the service level commitments and revenue levels, if integrated to the billing system. It manages agreements with both internal parties and third party customers. b) Service Level Agreements (SLA) SLA is a contract between a service provider and customer detailing the commercial and technical aspects of a given service. If interfaces to the billing system, estimated rebates and ascertains the penalty impact. c) When integrated to CDR or Passive Probes like the Agilent AcceSS7 or Tektronix Geoprobe System, the solution allows for searching, ltering and analysing the capabilites for the following: IMSI MSISDN TMSI PTMSI Cause Codes APN IP addresses Unknown APN (in the case of roaming) Call failure codes Customer name KPI / KQI Services, etc.

globeOSS iSM Service Studio & Modelling

globeOSS iSM Service Studio allows mobile operators to design a new service for monitoring and measuring purposes. The Service design includes modeling a new service denition and identifying the sources of service quality data. The globeOSS iSM object model is a powerful service object model that allows mobile operators to represent any service denition dedicated to the service quality management. The standards are taken from TMF Wireless Service Management Handbook GB923. It shows high level process of KQI identication. globeOSS iSM Service Studio is the key automation tool during the process of designing KPI and KQI. globeOSS iSM uses object model for modeling and dening services as well as sources of service quality data. The iSM service object model represents a collection of service components. A service component corresponds to hardware, software, or the underlying communications medium used by the service. The main features of the service object model use by globeOSS iSM Service Studio are: Generic Designed to be able to model complex services for SQM Designed for exibility with large degree of freedom to model services. New services and service components can be added as the service evolve. Reuse and share service components to optimize resources and deployment time. Enabling of service model maintenance after production. Services changes all the time and evolve to new service. Service models need to be able to be modeled and maintained without changing the codes of the iSM solution.

globeOSS iSM Dashboard

globeOSS iSM dashboard are designed to provide mobile operators at-a-glance view of all the Service Quality and SLA within an organization. The dashboard has the following high-level features: 360 degree view of the services Customizable dashboard for different departments in the organization Fast modeling according to business needs Simple and operational drill down Easy to use charts and components globeOSS iSM dashboard also displays various easy to used charts and components. It can also use many 3rd party charting components.

globeOSS iSM Adaptor Development Kit

globeOSS iSM uses iSM Data Adaptors to communicate with the contract dened interfaces, by using Adaptor Development Kit (ADK). These adaptors act as the interface between alien systems and globeOSS iSM server. It also inherently XML bus based and therefore easily communicates via Web services. The iSM Data Adaptors retrieves information either by polling or by receiving unsolicited data. With the adaptor, service information can be extracted from the following: OSS applications: - Customer reports (help desk performance) - Radio access network (alarms, state, and performance statistics) - Core network (alarms, state, and performance statistics) - Value-added systems (IN nodes) - Service platforms Billing and Customer Relationship Management applications: - Billing systems - Customer reports - CRM

globeOSS iSM Service Bus

The typical OSS / BSS processes, in any mobile operators network, span across many different applications based on different technologies including mainframes, Unix and Windows servers that need to communicate, whether these applications reside within the same intranet or across different companies (such as a mobile operator and its resellers). Built on open standards such as TCPIP, XML, SOAP, WSDL and UDDI, XML Web services provide a common foundation for creating interoperable systems that can be quickly integrated within the existing systems. By representing OSS / BSS data as XML, the myriad data formats used in any given OSS / BSS implementation can be integrated without requiring changes to the current system data models. With data integrity errors at the root of many OSS / BSS problems, one benet of using XML is the framework it provides to execute sophisticated data validation and conversion from one model to another. globeOSS envisioned to help mobile operators achieve OSS integration over Service Oriented Architecture (SOA). The globeOSS iSM is inherently XML bus based.

Scalable Reliable Flexible

Benets & Features

>> Allows new services to be modeled independently and quickly globeOSS iSM Service Studio allows operators to model new services using UML modeling concepts. It allows rapid denition and deployment of service models and SLA models. These models will be automatically propagated to globeOSS iSM solutions Maintenance of KQI / KPI is independent of the new resources or data sources introduced. >> Builds on standard-based, open architecture and off-the-shelves Integrates easily with other applications Takes feeds from variety of data sources Reduces future complexity and risk Provides data to other applications such as Customer Relationship Management (CRM), billing, trouble ticketing, and capacity expansion >> Provides a tool for QoS monitoring, problem resolution and reporting >> Provides comprehensive SLA management >> Provides user friendly tools with secure Web access >> Increase customer loyalty and retention. >> Implements congurable and open service model that allows services and models to become essential reference data, thereby providing related business and operational processes >> Product with an extensive roadmap aimed at keeping pace with the future >> Consistent with predominant mobile operators view that network management will move from network centric to service and customer centric >> Based on NGOSS compliance, eTOM process and TAM modeling, and EAI patterns to the globeOSS iSM architecture

globeOSS Sdn Bhd Level 2, Wisma ASCAP-QBC 72, Persiaran Jubli Perak, Seksyen 22 40000 Shah Alam, Selangor, Malaysia Tel: +603 - 5163 2888 Fax: +603 - 5163 2988

globeOSS Pte Ltd 390 Havelock Road, #04-06 Kings Centre, Singapore 169662. Tel: +65 - 6297 7100 Fax: +65 - 6297 7200