This post is by Lars Lagerström at Nokia Solutions and Networks.
Like most of your peers, you too are probably exploring ways to introduce service management and customer experience management in your operations center. Maybe you would like to do this as an extension to your existing Network Operations Center (NOC) or maybe you prefer to have a separate Service Operations Center (SOC). Either way, it will require new tools and also new ways of working – two things that people typically don’t like. In this blog post we will take a look at how a couple of reference architecture viewpoints can help you find a solution.
Most people are not overly enthusiastic when told they have to change their daily routines. With this in mind, we looked at how service and customer experience management can be introduced into existing processes, causing as little disruption as possible.
As a starting point we used our reference process for a fairly common use case consisting of:
• Service quality monitoring and problem identification
• Service and customer impact analysis
• Root cause analysis
• Problem resolution
• Resolution verification
The reference process helped us map service quality management, customer experience management and performance management tools into an intuitive flow. This way, we could determine how each tool improves one or several steps in the process. And good news – the flow is surprisingly similar to the Problem to Resolve process used by many operators in their NOCs.
But I bet the last thing you want is a new stand-alone tool in your operations center. We therefore ensure you that any of our new tools will fit seamlessly with what you already have, by employing our Application Architecture view for a SOC. The architecture clearly shows all the building blocks required for the use case and how they are connected to form a SOC. It enables us to draw a map of what you already have and the gaps you need to fill. In addition to maximizing re-use of your existing assets, it allows us to design the new solution and agree on a roadmap to implement it.
We’ve used this approach recently with operators in Europe and the Middle East. Applying the reference architecture views to their existing operations center processes and systems proved to be an effective way to find solutions to complex processes, people, and tool-related challenges.
How do you approach service and customer experience management? And maybe most importantly: How are you dealing with people-related matters to ensure that everyone is on board?
For more on our Reference Architecture solution, check out my earlier blogs:
And to share your thoughts on the topic, join the discussion with @NSNtweets on Twitter: #1GBperday$, #CSPCX, #NSN