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Total Network Solutions
1.
Total Network Solutions
(TNS) A fully integrated network and infrastructure monitoring and management service Presenter name | Date (Arial Regular 16pt) © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. www.tatacommunications.com | @tata_comm
2.
Total Network Solutions
Value Proposition © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. www.tatacommunications.com | @tata_comm
3.
Customer benefits
Cost Optimization Process Optimization Business Transformation Large inspection company Large insurance company Large SI UC solution on customer provided “Manager of managers NOC” Managed Voice for business delivery MPLS network and process optimization Large shipping company Large marine systems company Large media house Managed Network Services with IP telephony solution on Cisco – Third party provider-network managed DC components interop with customer’s existing management and load balancing Alcatel Lucent boxes www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries.
4.
Lifecycle management © 2012
Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. www.tatacommunications.com | @tata_comm
5.
Lifecycle management
Plan and design Vendor Evaluation Capacity Management Build Process/ PMO New Product Introduction New Technology Introduction Migration Planning Technical Assistance Center (L3 NOC) Network Engineering Program Management Fault Ticket Management (L2 NOC) Vendor Management Services Operation Center (SOC) Order Management Helpdesk (L1 NOC) Reporting Operational handover Migration Disconnects www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 6
6.
Total Network Service
portfolio © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. www.tatacommunications.com | @tata_comm
7.
Portfolio of Services
Network Engineering Service Assurance Service Fulfillment • RFP preparation • L1 Helpdesk • Migration • Vendor evaluation • SOC • Access • Network planning & • L2 NOC Rationalization design • L3 NOC • Access Management • Capacity • Order Management management • Feasibility • Build PMO • Provisioning • Disconnects www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries.
8.
Total Network Services
Stack © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. www.tatacommunications.com | @tata_comm
9.
END USER
1 Web interface 2 Proactive alerts (mobile/ email) CUSTOMER MANAGEMENT Total Network Services stack 3 Network MIS 4 Security MIS V A L U E A D D E D S E R V I C E L AY E R 5 Network optimization 6 Capacity management 7 Project management 8 9 Field level support 10 Asset management Application monitoring O R C H E S T R AT I O N L AY E R 11 Network monitoring 12 Incident management 13 Fault management 14 Scalable network 15 Helpdesk 16 Network monitoring software 17 Security monitoring software C O M P O N E N T L AY E R 19 TCL 20 Other SP 22 CPE 23 Security 24 IT • MPLS/ • Access • Routers • Firewall • LAN • Network • MPLS • VPN • Desktops • Access • Switchers • Network • Encryption www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 10
10.
It’s about… © 2012
Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. www.tatacommunications.com | @tata_comm
11.
Technical expertise on
routing, Continuous service improvement MPLS, QoS, traffic engineering, framework Tool expertise on Metasolv, Migration process framework Cramer, Viznet, Remedy, Opnet Device expertise on routers, People Process Project management framework switches, firewall Problem, change, event, capacity, Process expertise on incident management framework network, SD, SA, integration, mig ration experience of 2 -10 years 700+ Certified on Cisco, Juniper Knowledge management Tools framework Vendor expertise on ALU, Nortel, Cisco, Juniper, amo ng others SIA and NIA tools to proactively monitor and manage deployments Deployments of Monolith, Tools include both COTS and Remedy,Nimsoft, Cacti, Nagios, Bespoke elements Rancid, SFDC www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 12
12.
Total Network Service
– Case study I © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. www.tatacommunications.com | @tata_comm
13.
Service Assurance for
a European Customer Page 1 Objective Challenges Consolidation of two separate NOCs being • Lack of stable service assurance process; no operated out of two different locations into a pro-active monitoring single NOC, followed by running the day-to-day • Lack of well-defined SLAs & standard operations of the NOC processes resulting in sub-optimal performance • High cost of operation • High operational complexity and minimal control on NOC activity Project Scope • Phase 1: Design of consolidated NOC [Voice, Tx & Data] – 2 Months • Phase 2: Consolidation of NOC operations [Voice, Tx & Data] – 1 Month • Phase 3: Operate NOC onshore – 6 Months • Phase 4:NOC operation from offshore (India) www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries.
14.
Service Assurance for
a European Customer Page 2 Vendors & Platforms Tools Size & Duration • Technologies: EMS: • Team Size: 18 Voice, Data, Transport • Voice: WINFIOL, IEMS, MCP, Telnet, Jetcraft, CLI manager, • Duration: Ongoing from • Platforms: Nortel AXD 301 mgmt system, 2010 onwards (DMS100, CS2K), Erics MAPCI son • Data: NEWBRIDGE, (AXE10), Cisco, Juniper COPPERVIEW, NETMAN4K, TACACS, HARRIS Tester • Tx: PRESIDE, OMEA, DEVICE MANAGER, LCT, Bespoke fiber management tool NMS • Groundwork (Consolidated alarm management) Others • Clarify, Change management tool, Bespoke OSS, IT ticket management tool www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 15
15.
Service Assurance for
a European Customer Page 3 KPIs & SLAs Key Achievement & Results • Number of tickets received and resolved • >90% of the tickets resolved by NOC without escalation to technical operations • Number of tickets proactively raised and resolved based on severity • Advanced and consolidated NOC with reduced MTTR • Number of tickets escalated to technical • Stable service assurance process based on operations for L3 support eTOM standards: Use of proven methodologies /frameworks like BPM, SIPOC, FMEA, RACI to • Number of tickets solved in SLA without design and develop the NOC processes escalation to technical operations • Reduction of faults from 700-800/ month to • Tickets raised <15mins of the occurrence of 100/ month through preventing re-occurrence the alarm by designing effective, corrective and preventive action to ensure redundancy in all • 3rd party follow-ups as per agreed time lines elements • Identification of singular failure points and plugging the same www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 16
16.
Total Network Service
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17.
Case Study -
Large ITES Company Page 1 From Steps To • Complex Voice and Data • Mapping existing • Meet existing standard of Network deployment/ processes management • Global Security Standards • Planning Sheet • Framework for Service • In-house management Improvement • Rebadging of key • Expertise retention a resources • Optimization from day one problem • Transition • Resource independence • Service Improvement • Risk Mitigation reached peak • Tool deployed but not optimized • Bringing cost efficiencies • Optimization – Service SLAs, Process • Expertise guaranteed over lifecycle www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 18 18
18.
Case Study -
Large ITES Company Page 2 Sales Engineer (SE) Technical Design Team Technical Owner 3rd line technical support LLD Customer Requirements Migration Solution Proposals SDD High Level Design Feasibility Before Contract Through out Lifecycle negotiations start Service Delivery complete Design lifecycle Contract Signature Technical Ownership passes to Tech Design Team Solution Design Document (SDD) – Technical Deliverables www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 19
19.
Project Organisation
Project Manager Head of Service Delivery Help Desk Service Manager Account Manager Technical Ordering & Planning & Installation & Design Provisioning coordination support Engineer Solution Architect Customer facing team • The Project Manager is in charge of the overall project delivery as per the contract terms • The Technical Design Engineer drive the detailed design of the solution • The Service Manager support customer with operational needs Support teams • Ordering & Provisioning team in charge of purchase orders and resources allocation • Planning & coordination team in charge of the onsite delivery organisation • Installation support team in charge of remote configuration and acceptance tests • Helpdesk which support post migration service assurance www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 20
20.
Project Management
Page 4 Initiation Design & Execution Controling & Closure Planning monitoring ASD Project Management Project Planning Inputs Project Stage Risk, Issue & Organisation Project Charter Gate Document Assumption Log Process Assets Delivery Lead Service Update Project Stage Gate No Yes Stage Gate Approved? Document Manager Project To Execution, From Initiation Develop Planning Yes Monitoring & Hold Customer Arrange Stage Stage Controlling Kick Off Meeting Gate Review Documentation Manager Quality Complete Documentation Audit OK? Audit Manager Change No Technical Authority Design Perform Due Diligence www.tatacommunications.com | @tata_comm Outputs Project http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms Customer Kick Off Meeting Minutes Risk, Issue & Assumption Log Management Plan ASD Tracker Technical Documentation Project Stage Gate Document Documents © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 21
21.
Transformational Framework
Page 5 Steady State Learning Phase (continual Improvement) • Service Efficiency Improvements • Proactive process improvement • Information Gathering • KEDB process improvement • LLD • Process automation for productivity Productivity • Reactive ticketing Analysis improvement • KEDB process set-up • Collaboration & Problem solving with • RCA for frequent occurring vendors/ Partners faults • SLA Adherence Tracking Reduction in Events , Tracking for tickets in SLA • Standardization, specialization, and methods improvements • Resource efficiency improvement • Technology Driven automation • Shared experience effects Deployment of • Process reengineering Experienced Domain & Learning Curve Process Experts Time www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 23
22.
Typical NOC delivery
model Customer Help Desk Page 6 • Change • Notify incident •Resolution confirmation • Information • Status updates • RFO • Incident •Troubleshooting • Planned Work • Site check, site access request • Service reports • Escalation • Incident reports • RCA TCL Operations Reporting Customer Continuous Service Improvements Management Team Change Mgmt. Service Manager Liaison with OEMs & SPs Event mgmt. Customer Eng & Escalation Ops Team Capacity Proactive Incident Problem MACD Mgmt. Monitoring Mgmt. Mgmt. MACD, Proactive Network Network Config Changes Monitoring OEMs / SPs Customer WAN Network www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 24
23.
Typical Service Management
Activities KPI’s to be defined Page 7 Incident Problem Monitoring SLA Management management Management • Single point of • Restore services • Detection and • SLA measurement contact for • Manage logging including and reporting business unplanned pro-active • Service • Monitor outages monitoring improvement incidents and • Identification, • Categorisation and service requests logging and prioritisation • Provide the first categorisation • Create known time fixes at • Prioritization error database point of • Progression contact, where • Investigation and diagnosis through final possible closure • Record changes • Technical and hierarchical • Root cause • Handle escalation Analysis Complaints • Recovery and • Provide Status resolution activity updates • Incident closure www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 25
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