Solution

Operation Support System for Managed Services

E-iNOC Fuels Network Operation Success
By Chen Fang and Fang Ke

Challenges
Nowadays, due to the increasing competition in the telecommunication market, operators are confronted with a number of challenges. Sustaining a reliable network is the foundation of the service provisioning. Subscribers expect stable and continuous services. Frequent interruption of their services will result in the decrease of their satisfaction, and the possible loss of end users. Today, operators usually select their network elements from different vendors, which makes it difficult to maintain high network availability. How to effectively integrate and manage multivendor network poses another question for the operators.

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E-iNOC Architecture

Alarm Monitoring Field Task Arrangement Service Quality Analysis

Trouble Ticketing Real-time KPI Monitoring SLA Control

Notification methods
SMS Email

E-iNOC
Security Mgmt Information Mgmt Common Report

Portal/ Dashboard

Customer Tools
ERP CRM

Huawei BO & NPO tools

Nastar U2520 DT tool ActixOne

System Maintenance Log Mgmt Knowledge Mgmt

Service Desk Mgmt

Work Force Mgmt

Service Quality Mgmt

SLA Mgmt

Huawei global Service Tools

MSOB

Fault Mgmt

Inventory Mgmt

Performance Mgmt

PSDS iCare

CMDB

Mediation
Alarm Resource ALU Moto Performance NEC Cisco Juniper

Vendors

Huawei

Ericsson

NSN

Full Network Operation Covered

Besides, the transformation from networkoriented operation to service-oriented operation has become an important factor for the operator. As the end-users are becoming increasingly concerned about the quality of the services they receive, operators need to focus on identifying their experience. On the other hand, operators also need to develop new services to meet the end-users diversified requirements and gain more revenue.

industry standards and best practices of eTOM and ITIL, and also combines with the extensive O&M experience gained worldwide in Huawei Managed Services projects, thus fulfilling the specific requirements of the operators. E-iNOC is equipped to produce optimal operational efficiency as well as

measuring the end-user QoE and improving the end-user satisfaction. E2E Network Assurance E-iNOC is as an integrated platform of different service modules, including service

Network and service surveillance

KPI / KQI Threshold Monitoring

Fault Management
Trouble Ticket

Change Management
Change Request

Field Force Management

Work Order

Solution
To cope with these challenges and support effective and efficient network operation, Huawei provides E-iNOC solution. Huawei E-iNOC is a Quality of Service (QoE) oriented, next generation Operation and Support System (OSS) developed to support Managed Services delivery and transformation. It is designed based on the

Network & service performance

Fault Monitoring Fault Demarcation Customer Approver Task Schedule

Network & service performance

Fault Restoration

Alarm

Network Element

Help Desk
Complaint Ticket Fault Location CR SLA Management Field Report

Network Element

Customer complaints

Customer satisfied

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Solution
desk management, fault management, performance management, inventory management, SLA management, service quality management, and workforce management, etc. Based on Huaweis extensive experience and best practices in O&M area, E-iNOC provide network assurance in an end-to-end manner, ensuring fast troubleshooting and quality improvement. Multi-vendor capability E-iNOC is a multi-vendor and multi-domain OSS system. Based on cooperation with top industry providers like IBM Netcool, E-iNOC can support integrating with more than 25 telecom manufacturers, and more than 400 kinds of equipments. With the extensive system integration experience accumulated, it only takes a few days to integrate with multi-vendors equipment after preparation completion. Service quality and user experience oriented Empowered by its the multi-vendor and multi-domain capability, E-iNOC collects data from a diverse range of sources, covering 7 bearer technologies, 11 bearer services, and more than 200 indicators. After collecting these data, E-iNOC utilizes Huawei patented service modeling to analyze and map them onto service-quality data. In this way, it combines KQIs from multiple key performance indicators (KPIs) across different service resources and provides a real-time picture of network performance and service quality. Also E-iNOC provides the feature of traffic visualization which can analyze the status of service distribution and top applications in the network, thus helping operators to identify the valuable services and subscribers. Operational process is a series of procedures which provides guidance on how to deliver a certain service to the customer. The processes are general principles, and the standardization of the processes will make them easier to comprehend and follow. For example, when a project has just been launched or still at its early stage, the new staff may not know what to do when a service outage has occurred, or how to handle a complaint. In OSS system, the procedures are incarnated into actions like clicking on a button, or filling in a certain fied. In this way, the procedure becomes visible and concrete in the system, and easily be followed. Through operating on the system, staff will understand the meaning of the procedures and master the process faster. Also the system will ensure that the process being followed exactly, with no deviation of its purpose. On the other hand, E-iNOC is developed with the capability of supporting multivendor and multi-technologies. The system can adapt to various environments and provide End-to-End network assurance and service quality perception. From the service perspective, E-iNOC can cover every corner of the O&M processes. Take fault management process as an example, E-iNOC provides service desk management system, fault management system and workforce management system to cover every procedure in the process. Through the E-iNOC system, standard operation procedures in MSUP can be applied to different technologies or environments, ensuring a stable and consistent service delivery.

OSS Alignment with Process

Huawei Managed Services Unified Platform (MSUP) is a best practice driven architecture, driving organizational mapping, process, and operation support system to deliver operational excellence services to customers. As a component of the MSUP, Operation Support System (OSS) plays an important role to support the service delivery. With the presence of service-oriented E-iNOC system, the processes defined in MSUP can be standardized and easier to follow. In addition, the multi-vendor capability of the E-iNOC system helps ensure the operational Operation Procedures can be carried out in different technologies or environments.

Rich adapter library

Protocols
SNMP FTP XML CSV CORBA MML Q3 Telnet ASCII Streaming JDBC CLI(TL1)

Case Study
Operator M, Saudi Arabia In Saudi M project, Huawei manages the network of Motorola and ALU wireless, NEC and Ericsson microwave. It covers domains of 2G, 3G, GPRS, EDGE, HSDPA, VAS, and Transmission. The network scale is around 7000 sites, and subscribers reach 15 million. To enhance the multi-vendor management ability and increase O&M efficiency,

Vendors integration experience

Equipments accumulated probe

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Real-time monitoring
Web MMS Voice Streaming VoIP SMS Smartphone

Quality evaluation

Analysis & forecasting

CS & PS quality

VIP & VIC experience

Service quality

Customer experience

Customer behavior

Network Traffic

Mobile phone data

Network control And service data

Network alarm, configure, performance data

Active test data

Terminal collecting

Wireless collecting

IP network collecting

Core network collecting

Application collecting

NMS collecting

Active test collecting

BTS

BSC

PCU

SGSN

GGSN

WAPGW

MMS

SP

Terminal

BTS

Wireless

Core Network

Transmission

CP/SP

M project implemented E-iNOC. The E-iNOC solution in M project includes 3 modules: Fault Management, Performance Management, and Service Management. By utilizing the integrated fault management system, network alarms from different vendor equipments are consolidated and monitored in a single platform. Also the fault management system provides fault root cause analysis and automatic trouble ticket dispatching, which speeds up fault response and shorten service outage. As a result, the wireless network availability was maintained at 99.99%. The performance system provides real-time KPI dashboard monitoring and trend analysis, which detect service degradation beyond alarm monitoring, contributing to 95% network Call Setup Successful Rate (CSSR). The service management system is embedded with multiple process workflows, including trouble ticketing, work order and change request, etc. With these workflows standardized in the system, NOC engineers can execute according to the processes exactly and shorten the fault resolution duration. It also helps to optimize the existing O&M process

in the project. All these add up to a 30% increase in the team efficiency and a boost in customer satisfaction. In conclusion,

E-iNOC has established itself a keystone of Managed Services competence in Saudi M project.

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