SmartCare Service Assurance Solution
Beyond Satisfied KPI, Collaboration for Happy End-User
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Content
Trends and Challenges
SmartCare Service Assurance Overview
Successful Cases
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Service Assurance Challenges
How to forecast resource requirements for network planning or new Go-To-Market service & application& Smartphone launch? How to prevent signaling storm caused by Smartphone increase?
How to design and establish the platform which can support service Service Operation Enhancement
quality and end-users experience assurance? How to facing the exploding of the service and bandwidth? How to integrate to existing O&M process?
VIP/VAP Care
Reduction of Subscriber Churning Ratio How to proactively care VIP and rescue VAP? How to differentiate QoS for better VIP experience?
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SmartCare @Enabling Chain
NPM Realize visible Networks for multivendor network SQM Be capable to evaluate E2E service quality of different types CEM Be conscious of each users perception
Service
NPM
SQM
CEM
Service
Discovery Improvement Assurance
SmartCare Product
SmartCare Multi-vendor network data capturing PB-level data processing & storage Real-time monitoring & query
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Content
Trends and Challenges
SmartCare Service Assurance Overview
Successful Cases
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Huawei Confidential
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SmartCare Solution Overview
Evaluate service quality for individual user Enable fast fault-demarcation & troubleshooting Enable accurate service quality evaluation with KQI Proactive and preventive management of service quality End-to-end visualized network assurance Integrated management for multi-vendor network
CEM SQM NPM
Distribution DB (Mass Storage Parallel Computing
Embedded Probe
Interface Probe (Net Probe)
IP Probe
Wireless Probe
3rd party Probe
EMS/NMS
CS Probe
PS Probe
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SmartCare Solution Architecture
Application Layer
SQM, CEM, PM, FM
Data Processing Layer
Netview
MOS5200/3rd Party PM
MOS5100/3rd Party FM
Data Capturing Layer
Visual IP
Probes/3rd Party
PM Mediation
FM Mediation
Data Source Layer
IPTV
IP Bearer
PS & CS Core
2G & 3G Radio
VAS
OSS/3rd Party
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Comprehensive MBB visibility
NPM SQM CEM
Visible Bandwidth
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Visible Terminal
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Visible Service Content
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Facilitate Network O&M
NPM SQM CEM
Failure Cause Report KPIs Threshold Breached Alarm
Threshold Breached Alarm Time Incoming Call Flow
Network topology status
KPI monitoring & reporting
Call loss analysis.
Highlights
Unified operation for Core network and IP bearer network, Accurately measure the service path quality between NEs. Monitor the whole network KPI and facilitate analyzing the fluctuation of KPI. Clearly report the failure cause distribution and connect delay base on call flow segment.
Fulfill the requirement for Routine network O&M, fault location, network optimization
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Improvements in SQM Process
NPM SQM CEM
Improvements of SQM process:
Moving from KPI monitoring to KQI monitoring , and then QoE management to Subscriber level statistics Moving from Network/Cell level statistics
Service Quality Trouble-shooting / Improvement / Management
Offers :
OoE
Improved Assess-ability. Visibility and Manageability
Subscriber level
A much more accurate picture of the whole network and real quality that the subscribers are experiencing.
KQI
KPI
Network/Cell level
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KPI-KQI Methodology
NPM SQM CEM
SQM
WEB/ WAP
Voice
EMAIL
FTP
MMS
IM
Video
KQI
E2E Connect Rate
E2E Connect Duration
E2E Call Drop Ratio
Good Voice Quality Ratio
KPI
Assignment Success Rate
Paging Success Rate
TCH Assignment Success Rate
TCH Congestion Ratio
Routing Success Rate
Authorize Success Rate
...
KQI --Describe the Real Experience of Subscribers KPI --Describe the Performance of Network Element
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Example of KQI Monitoring
NPM SQM CEM
WEB/ WAP Voice EMAIL FTP MMS IM Video
KQI Monitoring:
Dashboards. GIS Map.
Customized Threshold
Total View, City View, NE View, Cell Groups View. Real-Time Alarm.
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Example of KQI Analysis
NPM SQM CEM
Find the abnormal KPI
E2E Call Connect Rate Failure Distribution
TCH Congestion Rate Paging Success Rate LA Success Rate O-Call Connect Rate T-Call Connect Rate
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KQI-QOE Methodology
NPM SQM CEM
Step 1 KQI Monitoring
1. 2. 3. 4. PrecisionKQIs for use of each specific service Time Span: 2~4 weeks, 7*24 hours Sample SizeAbout 20,000 Sample StructureUser groups of different user behavior, and from different regions.
Step2 QoE Survey
1. MethodPhone survey 2. QuestionnaireSatisfaction of the quality of Service, including QoE and sub-QoE. 3. PerformerCall center (Trained by QoE Experts) 4. Sample Size: 900~1,000 users from those monitored 5. Potential Risk: Might annoy the end users, how to control?
Objective
Data from KQIs monitoring
KQI Monitor
Subjective
QoE score from phone survey
QoE Survey
Mapping KQI to QoE Step3 QoE-KQI Modeling
MethodRegression analysis+
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The Methodology of deriving KQIs and QoE
NPM SQM CEM
User
Set up Customized Service Model
User QoE
QoEn=f( KQI1,KQI2.. KQIn), f( KPI1,KPI2.. KPIn)
Perception
Define KQI from end users view Service Quality
Data services KQIs
Voice services KQIs
KQIn=f( KPI1,KPI2.. KPIn) Network Performance Radio KPIs Bearer Network KPIs IP Network Core Network / VAS KPIs
Node B
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RNC
MSS/ MGW
MSS/ RNC MGW
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Node B
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QoE Modeling Case in Philippine
NPM SQM CEM
QoE Score Surveyed by Third-Party: 4.12
QoE Score based on Modeling Formulation: 4.07
Access Success Rate% Access DelaySecond Call Drop Rate% Voice Service Quality Estimated QoE Score 99.13 6.93 1.17 3.4 4.06967
QoE-KQI Modeling Based on KQI Monitoring and QoE Survey
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CEM Solution Component
NPM SQM CEM
Device
VAP Rescue
Providing visibility to specific device types being used by the customers
Providing way to find out the bad user experience and perform the optimization more efficiently
VIP Care
Accurately measuring the experience of VIP and quickly handling their complaints
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Enable Consistent VIP Assurance
NPM SQM CEM
Benefit to Operator:
Network and Service Problems Can Be found and Resolved in Advance, Which Proactively Prevent Users Complaints. Fast Response to VIP Users Complaint with High Efficiency and Lower Cost.
VIP-Oriented Cell Optimization VIP-Oriented Service Optimization
VIP-Oriented Network Optimization
KQI monitoring and Analysis on VIP VIP Failure and Location Analysis
Group /Individual
Enable VIP Experience Improvement
VIP CARE
Efficient VIP Complaint Handling
Real-time E2E Call Trace Elaborate Historical Call Records
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Example of VIP Assurance
NPM
VIP Transaction
SQM
CEM
VIP Distribution
VIP Failure Distribution
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Enable VAP Rescue
NPM
SQM
CEM
VAP Definition
By Service KQI Assessment
VAP Definition
NO Yes
VAP Ratio Reduction End
VAP Problem Segregation
By Region
By Network (Radio, Core, SP)
By Device
KQI Monitoring
Solutions
CDR and Call Flow Analysis
Handset Performance Evaluation Typical Failure Cause Analysis
VAP Report
VAP Problem Segregation
Solutions
Benefit : Lower VAP Ratio & Less End-Users Complaints
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Example of VAP Definition and Segregation
NPM SQM CEM
VAP Classified by KQI and identify different level of VAP Groups
Failure cause distribution and Problem location
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Smart Phone Analysis
NPM Various Terminal models, how about their work in network? SQM CEM
Solution: Identify SmartPhone brand by IMEI. Smart phone report associate with VIP and GIS. Analyze the traffic and KPI by phone type, brand & model. Benefits: Find the bad performance Handset Analyze the trend and the impact of Smart Phone. As a reference for tariff package design
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Content
Trends and Challenges
SmartCare Service Assurance Overview
Successful Cases
HUAWEI TECHNOLOGIES CO., LTD.
Huawei Confidential
Page 23
Global Commercial Deployment
SmartCare typical application Comprehensive & flexible network monitoring
NetView Core CS/PS + VisualIP + Nastar
Shared information Rank No.1 in China, developed fast over the world
2011 new breakthrough 14 new commercial sites in 2011
Austria Pakistan
NetView CS Pakistan NetView PS (embedded probe) + Nastar
Saudi
Sweden
Sweden
NetView Core CS/PS + RAN
Saudi
VisualIP Mexico NetView PS (embedded probe)
30+ global cases 500+ employees
Joint R&D team High-end Expert
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Hong Kong Mexico
Hong Kong
Iraq
Austria
Peru + Ecuador
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Shenzhen Universiade Network Assurance
Background
The 26th World University Games was held in Shenzhen China on August 12, 2011 Shenzhen Mobile wants to assure the quality of communication services and improve end-user experience during the Universiade.
Highlight of SmartCare
Huge Capacity: 16M users, 32 VMSC, 12 GMSC,
E2E Real-time Monitoring: Alarm delay < 1second, Report generation < 30 seconds Reliable Storage: 30 days CDR,65T storage capacity Abundant Services: Service performance analysis, Customer experience analysis, Market supporting
Outstanding Award by CMCC
Huawei's outstanding SmartCare technology and cooperation throughout the 2011 World University Games resulted in flawless mobile communications. -- said by the Director of Shenzhen Mobile Maintenance Department.
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Optimize The Bad Experience
China Unicom: Reducing 57.6% of the User Complaints
End-user complaints for 3G data service of Jinan Unicom are declined by
57.6%, from 4.4 (per 10,000 users) to 1.9 (per 10,000 users).
Data source of complains: Customer service center of Jinan Unicom Data source of the 3G users: Network Optimization department of Shandong Unicom
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End-User Satisfaction
China Mobile100% VIP Subscriber Experience Care
Routine KQI monitoring, triggers network optimization
50% of potential complaints are found in advance
100%VIP Experience Care
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Thank You
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