This blog is by Noora Lindblad from Nokia Siemens Networks.
If customers call to complain that Youtube is running slowly, they often assume it’s the operator’s fault. In situations like this, it’s crucial for the operator to pinpoint immediately if the problem actually is with their network or with the YouTube server. And if the problem is with the network, where is it exactly – in the core, radio or backhaul domains or even a content server?
Knowing how to instantly fix service quality problems, especially for key Internet sites in key locations is important for operators, or they risk frustrating their customers.
But, here’s the thing: if operators are monitoring only network elements, they have thousands of network alarms to deal with, and it’s actually very tricky to know which alarm should be addressed first to solve the specific service issue at hand.
Highly automated, state of the art, network management systems can provide operators with a single view across vendors and technologies for monitoring, measuring, configuring and optimizing network resources in real time. Such systems help to simplify operations, reduce OPEX, and ensure great network quality.
By adding a service centric view on top of this network view, operators can link service quality issues in real-time to specific network components, and proactively fix the ones with most impact on the service.
Some of our customers are already building this type of a common network and service management solution. Consider touch Lebanon, for example.
“We selected Nokia Siemens 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 (SMS) and other data services for our subscribers,” says Wael Ayoub, COO of touch Lebanon, listing benefits in a press release issued a few weeks back.
As our Customer Acquisition and Retention Study Report 2013 showed, the number of people likely to switch mobile operators is now at 39% globally. With Internet quality being the deciding factor in the choice of operators in mature markets, and voice quality in other markets, ensuring that subscribers get to enjoy these services consistenly, seems like the wise thing to do.
So a question here to invite all you industry players to take part in the discussion: how far along are operators in deploying operations focused on services, and what are some of the main obstacles you see? Let’s get to the bottom of this and keep our favourite services up and running.