Quality expectations of customers are increasing, thus acting as catalyst for changes in service providers’ business models and their approach to overall service quality management. Introduction of SDP and Service Delivery Framework has increased flexibility for easily creating and co-provisioning services, resulting in a more complex end-to-end business case for delivering services. This leads to a situation where managing overall quality becomes a challenge as the single operator plays only a linking role in the long supply chain of the services offered.

1. Service Quality Management OSS Requirements in SQM ecosystem Krzysztof Jasek, OSS Product Manager TM Forum Webinar 9th October 2008

5. End to End Quality – Customer - Centricity How do you translate customer experience into operating requirements? " I want it to work like in the brochure” ( " I didn’t read it, I saw the commercial”) Why didn’t you fix that?” ( " The problem I haven’t yet reported”) " Does it come in black?” ( " Looks better with my new TV”) Process automation, SDP and Service Delivery Framework for the value chain Pro-active monitoring, analytical i nventory, company-wide quality management program Provide new services, add value to existing ones, refine business model and create value chains ?

7. Push mail Black B erry service (simplified Enterprise version) Enterprise IT Enterprise ISP BlackBerry Provider (RIM) Leased Line Provider Mobile Operator End User Mail Server BB Enterprise Server (BES) Internet (VPN) RIM NOC Core Transport & IP Radio Access Customer End Device

10. SQM – What’s In, What’s Out Service Quality Management Application monitoring, average response times, faults, log analysis IT Systems/Applications Contact information, tracking, time to repair, time to deliver, … CRM Value chain information, SDF quality interfaces Supplier/Partner B2B Metrics approximating end user experience, active tests Probes Alarms, states, performance indicators, root causes and correlations Network Monitoring Best and worst services, customer satisfaction Sales & Marketing Current services, potential problems and SLA status Customer High level process quality indicators, trends and risks Senior Management Risk management, legal SLA validation, refinement and pricing Financial & Legal Incident and problem enrichment & support, operational requirements Network O&M

11. OSS SQM C omponents SLA Network E2E OLA TT IT Service Inventory Documentation of service structure, inter-partner relationships and resource relations Service Quality Management SLA Objectives / Monitoring Documentation of SLAs defined by customer, based on all aspects of the service SKMS Service Knowledge Management System Knowledge related to service – supporting processes, service behavior, known errors, market data, history. CFS RFS RFS R R R RFS R R R RFS R R R R RFS R R R KQI Metrics Measurements SLA Objective SLA Monitoring / Impact Analysis Enrichment, propagation mechanisms and translation of customer-centric SLA

15. Push mail Black B erry service (simplified Enterprise version) Enterprise IT Enterprise ISP BlackBerry Provider (RIM) Leased Line Provider Mobile Operator End User Mail Server BB Enterprise Server (BES) Internet (VPN) RIM NOC Core Transport & IP Radio Access Customer End Device

16. Push mail Black B erry – Quality assessment Examples Email Success delivery ratio Email latency SQM End user device Request reaction times DNS Latency BES Availability RIM Leased Line Availability GGSN Availability Enterprise Internet Access Radio Access Mean Time To Repair Customer-centric quality indicators Quality assessment indicators Quality surveys Email latency

18. Thank you Krzysztof Jasek OSS Product Manager E-mail: krzysztof.jasek@comarch.com Version 1.0