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A way to build efficient Service Assurance process for Service Provider
Session overview § This Session IS About: • Assurance process building practices • KPIs, metrics and measurements points • Software architecture • Practical examples § This Session Is NOT About: •
Detailed overview of NMS applications
•
Engineering details of IOS
•
IOS CLI examples
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Agenda § What is Service Assurance? § Building a process - KPI measurement points - Simple assurance - SLA support
§ Software architecture § Performance reporting § Industry standards
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‟ The Assurance process is responsible for the execution of proactive and reactive maintenance activities to ensure that services provided to customers are continuously available and to SLA or QoS performance levels.
• TeleManagement Forum
Service Assurance components Fault and event management
Performance management
Probe monitoring
Quality of service (QoS) management
Network and service testing
Network traffic management
Customer experience management
Service level agreement (SLA) monitoring
Service Problem Management
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Assurance Process in SP Operations Operations Operations Support & Readiness
Fulfillment
Customer Relationship Management
Assurance Process End-to-end process that includes customer interactions and technical activities
CRM Support & Readiness
Marketing Fulfillment Response
Assurance
Billing & Revenue Management
Customer Interface Management Bill Payments & Receivables Mgt.
Selling Order Handling
Problem Handling
Customer QoS / SLA Management
Bill Invoice Management
Bill Inquiry Handling
Manage Billing Events
Charging
Retention & Loyalty
Service Management & SM&O Operations Support & Readiness
Resource Management & Operations RM&O Support & Readiness
Manage Workforce
Supplier/Partner Relationship Management S/PRM Support & Readiness
Service Configuration & Activation
Service Problem Management
Service Quality Management
Service Guiding & Mediation
Resource Provisioning
Resource Trouble Management
Resource Performance Management
Resource Mediation & Reporting
Resource Data Collection & Distribution S/P Requisition Management
S/P Problem Reporting & Management
S/P Performance Management
S/P Settlements & Payments Management
Supplier/Partner Interface Management
*eTOM Level 2 Operations Processes, TMForum. BRKNMS-2844
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Single company, different needs Network Operations Center
Customer Support Department
§ How issue impacts other network segments?
§ When service for my customer will be recovered?
§ What is root cause?
§ What the current status?
§ Who has to be engaged for resolution?
§ How to improve customer satisfaction?
Need to build a “bridge” to connect those departments
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Agenda § What is Service Assurance? § Building a process - KPI and measurement points - Simple assurance - SLA support
§ Software architecture § Performance reporting § Industry standards
BRKNMS-2844
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A way to build a working process Why we should build/change? What we like to achieve? How we will measure?
Identify Goals
What is process performance?
Measure
What should be delivered?
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Define Process activities
Implement
Select Automation Tools
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What have to be changed? What is the new process?
What is requirements for tool? Which tool we can use? Cisco Public
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Assurance Process Goals and KPIs § Depends on SP business specific § Aligned with SP strategy
Goal
§ Typical examples: – Decrease Mean Time to Recovery – Decrease number of escalations – Increase productivity – Increase number of issues resolved on time
§ KPI identified for each goal
KPI Metric
KPI Metric
Metric
§ Measurement points and metrics identified for each KPI BRKNMS-2844
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Assurance Process measurements points Business Level
§ Different KPIs § Different measurement levels
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Business Process Level
Business Value
§ Different goals
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Service Level
Network Level
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Service Assurance major steps Receive the event or call Resource Trouble Management Resource Performance Management
Manage people to repair the issue Service Problem Quality Management
Inform customer Problem handling Customer QoS/SLA Management BRKNMS-2844
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Assurance Process Example Get information about issue Event received
§ First step in assurance process § Multiple technologies can be used § Automated or Manual
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A way to get event from a device DC
Headquarters
Cisco IOS® Device Manageability Instrumentation (DMI) Fault § § IPEVENT-MIB—OID-based OAM—Ping, Trace, triggers, events, or SNMP Set, IETF DISMON § EXPRESSION-MIB—OID expression-based triggers, IETF DISMON § IP OAM—Ping, Trace, BFD, ISG per session § 802.3ah—Link monitoring and remote fault indication § 802.1 ag—Continuity check, L2 ping, trace, AIS § MPLS OAM—LSP ping, LSP trace, VCCV § EEM—Embedded Event Manager § …
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Configuration § § Config ConfigCLI CLI—diff, logging, lock, replace, rollback § E-LMI—parameter and status signaling § E-DI—Enhanced Device Interface, CLI, Perl, IETF Netconf § EMM — Embedded Menu Manager § NETCONF—IETF NETCONF XML PI § CNS and WSMA § TR-069 § KRON—command scheduler § AutoInstall— bootstrapping § IOS.sh —IOS Shell § SmartInstall § Auto SmartPorts § …
Performance § § Auto IP SLA—delay, IP SLA—delay, jitter,jitter, packet loss, loss probability § CBQoS MIB—class-based QoS § NBAR § RMON § EPC – Embedded Packet Capture § ERM—Embedded Resource Manager § GOLD—Generic Online Diagnosis § Smart Call Home— preventive maintenance § VidMon—Video Monitoring § …
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Accounting § § Flexible FlexibleNetFlow NetFlow— IETF IPFIX § BGP policy accounting – includes AS information § Periodic MIB bulk data collection and transfer § …
Security § Auto Secure—one-touch device hardening § LDP Auth—message authentication § Routing Auth—MD5 authentication, BGP, OSPF § …
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Assurance Process Example Analyze Service Impact Event received Analyze Service Impact
§ Most technically complicated part § Only events requires NOC attention have to be received § Event correlation to minimize volume of data for NOC engineers § Event enrichment § Service Impact Analysis BRKNMS-2844
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Assurance Process Example Start working on an issue Event received Analyze Service Impact
Open a Trouble Ticket
§ A “Call” to Engineering and Customer service teams to start working on a issue § Can be opened automatically during event acknowledgment § A measurement point for NOC Response Time
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Assurance Process Example Is this a real issue? Event received
Issue resolved Analyze Service Impact
Open Trouble Ticket
Confirm Issue with customer
Close Trouble Ticket
§ Do we really need to work on this issue? § Ticket can be closed at this stage § Step to improve customer satisfaction § Minimize engineering effort to work on issues caused by customer
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Assurance Process Example Troubleshooting activities Event received
Issue resolved Analyze Service Impact
Open Trouble Ticket
Confirm Issue with customer
Resolve the issue
Close Trouble Ticket
§ Service troubleshooting process § All engineering steps tracked in Trouble Ticketing system § Customer can be updated on a progress
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Assurance Process Example Is the issue really resolved? Event received
Issue resolved Analyze Service Impact
Open Trouble Ticket
Confirm Issue with customer
Resolve the issue
Confirm with customer
Close Trouble Ticket
§ Does the problem still exist? § Another step to improve customer satisfaction
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Service Level Agreements
Large customers require higher attention Competition and differentiation
Gold
Silver
Bronze
Other…
Lack of engineering resources Prioritization
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SLA definition ‟ Service Level Agreements (SLAs) define expectations among two or more parties regarding service quality, priorities, and responsibilities. • TeleManagement Forum
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Serving high-priority customers Scenario example Event received
Issue resolved Analyze Service Impact
Open Trouble Ticket
Automatic action
Automatic action
Confirm Issue with customer
Resolve the issue
Confirm with customer
Close Trouble Ticket
§ Resolve issue like problems with own infrastructure § Automatic incident/trouble ticket registration § Automatic engineering team escalation
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Serving low-priority customers Scenario example Event received
Issue resolved Analyze Service Impact
Call received
Open Trouble Ticket
Confirm Issue with customer
Resolve the issue
Confirm with customer
Close Trouble Ticket
Delete event
§ Delete event after reception § Register customer request upon a call § Decide if the issue resolution have to be confirmed with customer BRKNMS-2844
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Assurance Process Example KPI measurement points Event received
Issue resolved Analyze Service Impact
Open Trouble Ticket
NOC Response time
Confirm Issue with customer
Resolve the issue
Customer support Response Time
Time to resolve
Confirm with customer
Close Trouble Ticket
Time to recovery Incident resolution time
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Assurance Process development best practice
Use standard frameworks (TMForum/ITIL/etc) as a reference Each Service Provider may have own specifics Start from existing process Align to identified goals Set clear responsibility borders
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Agenda § What is Service Assurance? § Building a process - KPI measurement points - Simple assurance - SLA support
§ Software architecture § Performance Reporting § Industry standards
BRKNMS-2844
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Assurance Automation tools selection Easy to select
If goals and KPIs are identified
Easy to deploy
If know what have to be achieved
Can be cheap
If only required functions ordered
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Assurance Automation Reference Architecture Customer support, NOC
NOC
NOC
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Service Desk, Trouble Ticketing
CRM
Manager of Managers
Inventory, CMDB
Domain manager
Domain manager
...
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Domain manager
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Service problem management Customer management Event consolidation and prioritization Inter-domain correlation NMS/EMS Event collection Performance Management
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Assurance Solution information flow Service Desk, Trouble Ticketing 6
CRM
Inventory, 4CMDB
5 Manager of Managers 3
Domain manager
2
1
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Domain manager
2 ...
Domain manager
1. Receive event from network. Start Resource Trouble Management Process 2. Correlate events 3. Consolidate events, correlate between domains 4. Analyze Service Impact – identify customers 5. Make a decision if Trouble Ticket should be opened 6. Open Ticket, start Service Problem Management process
1
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Service Problem Management Example: Trouble Ticket Lifecycle and KPI measurement points New
Confirmed
In Service
Resolved
Closed ...
Customer support response Time
Engineering Response Time Time to resolve Outage / SLA Violation time Time to Repair
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Each step is measured Clear responsibility borders
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Cisco Portfolio for Assurance Customer Problem handling Service Problem management
Tivoli Service Request Manager
IBM Tivoli Netcool for Cisco Prime
Cisco Prime Carrier Management
IPNGN, Mobile, Video, Datacenter BRKNMS-2844
Cloud Service Assurance
Datacenter
Prime Collaboration
Inventory (non-Cisco)
Prime Infrastructure
Unified Communications © 2014 Cisco and/or its affiliates. All rights reserved.
Event consolidation Inter-domain correlation 3rd Party NMS/EMS support NMS/EMS for Cisco domains Event collection Service Troubleshooting
Enterprise IT, SP Wi-Fi Cisco Public
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Use Case: Port down Outage Scenario - NOC received Port is Down event - 1 low-priority business customer affected - Affected services: Broadband Internet
MPLS Network
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Use Case: Port down Outage Scenario 1. Receive set of events, including Port is Down Trouble Ticketing System
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2. Forward Events to MoM 3. Filter events. Leave “Port is Down” 4. Get customers/services list for affected Port
5 3
MoM - IBM Tivoli Netcool for Cisco Prime
4
Inventory
2 Simple EMS
Domain Manager
Domain Manager
5. Open Trouble Ticket. 6. Start Service Problem Management process
1
MPLS Network
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Use Case: Port down outage Service Problem Management – low-priority customer Manager of Managers
TT System
Open a Ticket
Support Engineer
Customer
Network Operator
Network Engineer
Ticket is closed if customer did not confirm outage
Inform Inform
Customer Support Response Time
Confirm Issue Confirm Ticket Inform Resolve Issue
Engage resources
NOC Response Time
Time to Repair
Time to Resolve
Call Confirm Resolution Release alarm BRKNMS-2844
Close Ticket © 2014 Cisco and/or its affiliates. All rights reserved.
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Use Case: Link down on transport network Outage Scenario - L1 link outage affected MPLS network with L3 VPN provided to high-priority Customer A. - There is no redundancy - MPLS network based on Cisco - L1 Network based on 3rd-party vendor Customer A VPN
MPLS Network
Customer A VPN
L1 Network BRKNMS-2844
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Use Case: Link down on transport network Fault Management Trouble Ticketing System
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1. “Loss of Signal” event
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2. “Port is Down” event from 2 devices. Other events as symptoms. Correlated to “Link is Down”.
5
3
3. Forward correlated events to MoM 4. Retrieve L1 interfaces mapping to MPLS ports. Correlate events in MoM Customer A VPN 5. Retrieve Impacted Services id (Customer A VPN)
MoM - IBM Tivoli Netcool for Cisco Prime
4
Inventory
3
Cisco Prime Carrier Management
L1 Network Domain Manager
Domain Manager
2 MPLS Network
6. Open Trouble Ticket
Customer A VPN
1
Include customer service id
7. Start Service Problem Management process BRKNMS-2844
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Use Case: Link down on transport network Service Problem Management – high-priority customer Manager of Managers
TT System
Open a Ticket
Support Engineer
Customer
Network Operator
Network Engineer
Automatic Ticket confirmation – minimize Response Time
Inform Confirm Ticket
Customer Support Response Time
Inform Inform Resolve Issue
Engage resources
NOC Response Time Time to Resolve
Time to Repair
Call Confirm Resolution Close Ticket, release alarm
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Agenda § What is Service Assurance? § Building a process - KPI measurement points - Simple assurance - SLA support
§ Software architecture § Performance reporting § Industry standards
BRKNMS-2844
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Performance Reporting A way to measure Assurance Process Performance Provided on regular basis Information for decision-making Depends on level of automation
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Report example: Service Availability Year 2013 Service Availability report, (%) Service Name Jan Feb L3VPN 99.2 99.3 ELINE 99.7 99.8 ELAN 99.5 99.6 Broadband Connection 98.9 99.0
Mar 99.8 99.7 99.7 99.2
Apr 99.7 99.7 99.6 99.0
May 99.6 99.8 99.7 99.1
Jun 99.2 99.5 99.3 98.8
Jul 99.7 99.9 99.6 98.9
Aug 99.7 99.8 99.8 99.0
Sep 99.8 99.7 99.9 99.1
Oct 99.7 99.7 99.8 99.0
Nov 99.6 99.6 99.9 99.1
Dec 99.8 99.7 99.8 99.1
Network outage? 100,0 99,8 L3VPN
99,6 99,4
ELINE
99,2
ELAN
99,0
Boradband Connection
98,8 98,6 Jan
Feb BRKNMS-2844
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
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Nov
Dec Cisco Public
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Report example: Mean Time to Repair (MTTR) Year 2013 Incident Resolution Time, (minutes) Customer Type Jan Feb Mar Apr May Jun Gold 55 53 68 70 65 63 Silver 121 130 126 131 138 135
Jul Aug Sep 59 66 68 145 146 146
Oct Nov Dec 65 71 67 146 153 158
180 160
Lack of resources?
140 120 100
Gold
80
Silver
60 40 20 0 Jan
Feb
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Mar
Apr
May
Jun
Jul
Aug
Sep
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Oct
Nov
Dec
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Report example: Response Time Year 2013 Average Response Time, minutes Department Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Customer Support 35 38 37 39 36 37 39 37 38 36 38 39 NOC 21 23 22 24 27 26 29 28 30 31 30 29 45 40
Customer Support
35
NOC
30 25
Lack of resources?
20
Affects MTTR metric on previous report
15 10 5 0 Jan
Feb BRKNMS-2844
Mar
Apr
May
Jun
Jul
Aug
Sep
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Nov
Dec Cisco Public
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Report example: Number of Incidents Year 2013 Customer Incidents (number) Customer Type Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Gold 687 590 650 630 615 670 720 680 695 730 700 690 Silver 1325 1315 1370 1457 1430 1381 1480 1560 1495 1573 1565 1612 1800
Technology issue? New customers?
1600 1400 1200 1000
Gold
800
Silver
600 400 200 0 Jan
Feb
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Mar
Apr
May
Jun
Jul
Aug
Sep
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Nov
Dec
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Agenda § What is Service Assurance? § Building a process - KPI and measurement points - Simple assurance - SLA support
§ Software architecture § Performance reporting § Industry standards
BRKNMS-2844
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ITIL Overview § Set of Practices for IT Service Management (ITSM) § Focused on Enterprise IT services § Recommendation on processes, procedures and tasks § Have connection with TMForum recommendations § Website: http://www.itil-officialsite.com/
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ITIL: Service Assurance related KPIs Incident Management
Problem Management
§ Number of repeated Incidents
§ Number of Problems
§ Incidents resolved Remotely
§ Problem Resolution Time
§ Number of Escalations
§ Number of unresolved Problem
§ Number of Incidents
§ Number of Incidents per Known Problem
§ Average Initial Response Time
§ Time until Problem Identification
§ Incident Resolution Time
§ Problem Resolution Effort
§ First Time Resolution Rate § Resolution within SLA § Incident Resolution Effort
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ITU Overview § Founded in 1865 § Strong player in International regulations § Focused on network level § ITU.Y series: Global Information Infrastructure, Internet Protocols Aspects and Next Generation Networks § Website: http://www.itu.int/
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ITU Y.1540: IP Service Assurance metrics IP packet transfer performance
IP service availability
§ IP packet transfer delay (IPTD)
§ Percent IP service unavailability (PIU)
§ End-to-end 2-point IP packet delay variation (PDV)
§ Percent IP service availability (PIA)
§ IP packet error ratio (IPER)
Rate and throughput capacity
§ IP packet loss ratio (IPLR) § IP packet reordered ratio (IPRR) § IP packet severe loss block ratio (IPSLBR) § IP packet duplicate ratio (IPDR)
§ IP packet rate (IPPR) § Octet-based IP packet rate (IPOR)
§ Replicated IP packet ratio (RIPR) § IP packet impaired interval ratio (IPIIR) § IP packet impaired block ratio (IPIBR) BRKNMS-2844
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QuEST TL9000 § Quality Excellence for Suppliers of Telecommunications Forum (QuEST Forum) § Extension to ISO 9001 in the areas: – Performance measurements based on reliability of product – Software development and life-cycle management – Requirements for specialized service functions such as installation and engineering – Requirements to address communications between telecom network operators and suppliers – Reporting of quality measurement data to a central repository
§ Performance Data Reports (PDR) available for registrants § Address: www.questforum.org
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TL9000 Measurement groups Common measurements § Number of problem reports (NPR) § Problem report fix response time (FRT) § Overdue problem report fix responsiveness (OFR)
Hardware Measurements § Field replaceable unit returns (FR)
Service Quality Measurements § Service Quality (SQ)
§ On-time delivery (OTD)
Outage Measurements § System outage measurements (SO) § Engineering or installation caused outages (EIO)
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Measurement Group Details NPR and SQ examples Number of Problem Reports
Service Quality Measurements
§ NPR1 - Critical Problem Reports per NU per year
§ SQ1 - Conforming Installation/ Engineering Audits
§ NPR2 - Major Problem Reports per NU per year
§ SQ2 - Successful Maintenance Visits
§ NPR3 - Minor Problem Reports per NU per year § NPR4 - Problem Reports per NU § NPR5 - Problem Reports per NU per year
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§ SQ3 - Successful Repairs § SQ4 - Conforming Customer Support Service § SQ5 - Conforming Support Service Transactions
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TeleManagement Forum Overview
§ Focused on SP market § Service Providers, and SW/HW vendors are members § Best practices, benchmarking, software standards § Website: http://www.tmforum.org/
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TMForum Business Metrics Scorecard § Revenue & Margin, Customer Experience, and Operational Efficiency § 100+ metrics § ~20 Assurance metrics § Benchmarking: – 170+ Service Providers – 65+ countries around the world
§ Participation is FREE to all SP.
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TMForum BMS Assurance KPIs Customer Experience
Operation Experience
§ # Minutes per Customer Incident Resolution, by Severity Type
§ % Cost of Assurance, of Revenue
§ # Minutes per Customer Incident Resolution, by Customer Type
§ % Cost of SLA Management, of Revenue
§ % Cost of Assurance, of Opex
§ % Problem Reports Resolved by Due Date
§ $ Cost of Assurance per Service Problem Resolved
§ % Customer Incidents Reported More than Once
§ # Minutes per Service Problem Resolution
§ % Customers with SLA
§ # Hours per Service Problem Resolution, by Process Type
§ % Problem Reports from Customers § # Service Availability
§ % Assurance Time for Repair
§ # SLA Violations per SLA § % Problem Reports Resolved Within SLA Time Requirements BRKNMS-2844
§ % Problem Reports, by Cause Type
§ # Mean Time Between Failures (MTBF) § # Problem Reports per NOC FTE
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Key Takeaways Set Goals and identify KPIs before any process modifications Use Standards and Frameworks. Align with company strategy
Select automation tools when you know what should be achieved Save money and time
Measure process to identify areas of improvements Regular reporting. Performance reviews
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