Transformations managed services BSS
As innovative new cloud based services are dynamically deployed and provisioned for customers, the network and IT infrastructure delivering the service must be highly responsive so that capabilities and capacity are delivered – when and where they are needed. Not just to satisfy availability requirements but to meet the service quality and user experience expectations of end users.
Operators can no longer afford to permanently deploy enough capacity in every location to meet demand peaks of short duration. Knowing where and when demand peaks will arise is more challenging when the behavior of bss managed services users is difficult to predict. Events like a TV program, or a Pop Concert could trigger a rapid rise of attempts to use the network or a particular mobile application. Latency may be an issue for users of one application where others could be seeing a throughput issue. Neither can operators afford more calls to the Call Center, or worse being the subject of the latest network issue or outage being analysed on Internet forums. Only a real-time operations management system – driven by customer experience analytics – enables CSPs with the elasticity and granular focus to flex or best place infrastructure resources to protect and grow bss transformation. Two key areas with new operations requirements for real-time are topology and policy management.
Understanding the infrastructure on which services directly or indirectly depend is key for successful management. CSPs need visibility of the multi-vendor, multi-technology physical network infrastructure and services that are supporting both traditional and virtualised network services (via NFV). Real-time operations requires close coupling of fulfillment and service assurance to deliver zero-touch operations.
BSS transformations personnel will still need visibility of the end-to-end process: to be able to easily monitor that the system is responding as needed, and that IT is meeting operational and customer service level requirements for network cloud services.