ITIL in Telecom part 2

-bridging the divides-bridging the divides

Rohit RaisinghaniShaswati MukherjeeShreeji DoshiUtkarsh VermaVijay Shukla

Rohit RaisinghaniShaswati MukherjeeShreeji DoshiUtkarsh VermaVijay Shukla

Service PortfolioService Current Status Type Cost & pricing Dependencies

Broadband Internet 6,00,00,000

High speed internet Catalogue Consumer/Enterprise Telephone Connections

VOIP Catalogue Consumer High Speed Internet

IPTV Pipeline Consumer High speed internet

SMS Gateway 32,50,000

Consumer Internet connectivity

Push/Pull Catalogue Consumer

Enterprise Internet Connectivity

Push/Pull Catalogue Enterprise

Blackberry 1,00,00,0000 Cellular Connectivity

Catalogue Consumer/Enterprise

Service Catalogue

High Speed Internet

VOIP

IPTV

Consumer

Push

Enterprise

Push

Pull

Auto Bill Info

Outstanding Bill

Unbilled Usage

PaymentConfirmation

PullPull

Client End User/Enterprise

End User End User

Components CPE CPE CPE & CAS

Relationship with other services

Telephone Connections

High Speed Internet

High Speed Internet

Planned Start NA NA Q2 2008

Next Planned Change

NA NA NA

Planned Completion

NA NA Q4 2009

High Speed Internet

High Speed Internet

VOIPVOIP IPTVIPTV

Client End Consumers Enterprise

Components Server / Client browser Server/Enterprise server


BILL Alerts NA

Planned Start NA NA

Next Planned Change NA NA

Planned Completion NA NA

Consumer

Consumer

PushPush

EnterpriseEnterprise

PushPush

PullPullPullPull

Client End Consumer End Consumer End Consumer End Consumer

Components Server/Database Server/Database Server/Database Server/Database


SMS gatewayserver

SMS gatewayserver

SMS gatewayserver

SMS gatewayserver

Planned Start NA NA NA NA

Next Planned Change

NA NA NA NA

Planned Completion

NA NA NA NA

Auto Bill Info Auto Bill Info Outstanding Bill Outstanding Bill Unbilled UsageUnbilled Usage PaymentConfirmation

PaymentConfirmation

Client Corporate customer

Corporate customer

Corporate customer

Corporate customer

Components Device & Server

Device & Server

Device & Server

Device & Server

Planned Start NA NA NA NA

Next Planned Change

NA NA NA NA

Planned Completion

NA NA NA NA

BROADBAND SERVICE

Service Strategy

Service Objective

Provide high speed Internet connectivity (up to 8 Mbps) for both end users and business customers.

Also to provide additional services like VoIP and IPTV.

Target Customers

• Customers with existing connections

• Enterprise customers for high end requirements and also for back up Internet connection

• End-user customers with specific requirements

Value

• Additional facilities VOIP and IP TV

• Tie up with HCL for providing computers with the connection.

• For IPTV service, CAS box is provided along with the package.

Demand Management The demand estimate is as follows

• 60% of existing connections would opt for the DSL service• 30 % increase in the number of connections

For meeting the above demand requirements:-

• specialized packages for end-users and enterprise users.• for high usage• for capacity requirements• for specific application requirements• for duration specific business needs• segregation of resource allocation according to location, customer base, requirement.

Financial Management

Microsoft Office Excel Worksheet

Service Design

Measurement Design

• Progress---increase customer accounts, emphasis on corporate clients

• Effectiveness-- Timeline of connection establishment, Better plans for Business customers.

• Efficiency- Bandwidth checking facility, account checking facility.

Sourcing options

• Deployment team (Outsourced)

• Tie-up with Network companies for components(routers, modems, splitters)

• Security team (in sourced)

SLA

Microsoft Office Word Document

OLA Underpinning Contract• The OLA would consist of

agreement between the IT Security team and Customer Service Team

• These contracts would be signed between Multi Sourced vendors and the company.

Capacity management

• The current infrastructure has been designed to support ADSL2, & in case there is a requirement for increase in capacity the infrastructure can be expanded to support ADSL2+

• Site reviews and updates

• Business customer requirement analysis

Supplier management

• There would be tenders invited for implementation and support of backbone infrastructure & for providing the CPE.

• Tenders would also be invited for installation of Conditional Access System(CAS) for IP TV

• The vendors would be selected on the basis of cost and their adherence of the underpinning contract(UC).

IT security• User would be required to log on using a

unique user id and password to log on to account.

• The authenticating servers would be monitored and maintained under purview of internal IT staff

• Use of CHAP for authentication

IT service continuity management

Two landing stations in Mumbai and Chennai for carrying Internet traffic for the data to be routed through either the Pacific or Atlantic

For business customers traffic can be routed through a backup satellite communication

SMS Gateway

CommTech Inc.

SMS Gateway provides businesses with a high quality interface to send and receive SMS messages. With SMS Gateway mobile messaging can be integrated through an API (Application Programming Interface) into the enterprise’s back-end infrastructure. This service enables enterprises to improve internal processes via SMS, by integrating mobile messaging into enterprise software and server systems using secure and reliable SMS infrastructure

Types:• Push – Enables the Businesses and users to send information as SMS to

employees or affiliates.• Push/Pull – Allows authorized employees and affiliates to query and

gather desired information in 2 way communication mode.

Services Enabled by Enterprise SMS Gateway

• Office communications can be enhanced using SMS by integrating the Enterprise SMS Gateway into the company’s server infrastructure, such as Microsoft Exchange.

• SMS services can be integrated into scheduling and travel systems, also in sales software (Amadeus, Sabre, Galileo) and HR systems (Peoplesoft, Sage).

• Integration of SMS into server and data centers, for IT / production control to inform staff on problems, updates or failures.

• Integration into CRM systems (SIEBEL, SAP, Peoplesoft, etc.)

Industry Sectors Using this Solution

• Airlines, hotels and travel agencies• Large corporations, consulting and service companies• Emergency and health services• Educational and government institutions• Automobile and logistic companies• Retail and service companies, production units• IT services and telecoms

Value Proposition

• You are free to design, develop and deploy your own applications and its not service provider dependent.

• You can decide your own keywords for SMS applications.• Quick to deploy, easy to use, ready productive setup.• 100% customer transparency with no lock-in period.

Highlights• Guaranteed delivery within 15 seconds• Countrywide coverage• SMS used into mission-critical applications, such as logistics and

operations, as well as corporate communications.

Benefits

• Enterprises take advantage of a higher quality of SMS sending which is suitable for mission-critical messaging.

• SMS helps in reducing telecommunications costs, as well as enhancing efficiency in operational activities, such as logistics.

• Scattered field-force can access and update centralised information database.

• Online access and updation of information. • Anytime and anywhere access to useful information from mobile phones. • No investments in high-end handsets and operational training etc.• Inherent CDMA security plus application security through firewall. • Application can check unauthorised access to sensitive private

information.• Operational and deployable across the industry verticals.

How it WorksBrowser based sms

Enterprise SMS gateway

Service Design• Scope

– SMS Gateway serves as an interworking and relaying function of the message transfer between the External Short Messaging Entities (ESME's) and the Short Message Service Centers (SMSCs).

• Capacity Management– multi threaded software architecture can support hundreds of

messages per second depending upon the content personalization and user preferences.

• Availability Management– high availability layer with redundancy and isolated fault zones can

provide the needed availability for the platform. The software layer also supports minimum downtime software upgrade strategies.

Demand management

• Browser based SMS– No more than 3 SMS allowed within 5 minutes.– Character limit of 120 characters per SMS

• Enterprise gateway– Can send up to 1500 SMS per minute.– Provision for sending up to 3000 SMS per minute.

Security Management

• Browser Based– Login and user authentication.– Captcha [ to avoid automated use ]

• Enterprise Gateway– Devices to be registered before commencement

or any operation.

SLA

Microsoft Office Word 97 - 2003 Document

Tariff Details – Push MessagingHead Proposed Price

One time fees:Setup charges for configuration of SMS GatewaySpecial Number request subject availability (Optional)

Rs. 5000/- As Applicable

Recurring fees per month:

Plan ChargesChoice for port on SMS Gateway :1. Non Returnable SMS Code2. Returnable Code for 4-Digit dedicated port on gateway or 10 Digit dedicated routable port on Gateway

Rs. 750/-

Nil

Rs. 250/-

Usage Fees :SMS Usage Charges

Nil for the first 1,000 messages per month

Sr. Min Range Max Range Rate/Message (paise)

1 1,001 5000 75

2 5,001 50,000 60

3 50,001 or more 45

Additional SMS messages sent from SMS Centre will be charged as per the slabs below

Tariff Details – Push/Pull MessagingHead Proposed Price

One time fees : Setup charges for configuration of SMS Gateway Special Number request subject availibility (Optional)

Rs. 10,000/- As Applicable

Recurring fees per month:Plan ChargesChoice for port on SMS Gateway:1. For shared port on gateway2. For 4-Digit dedicated port on 3. For 10-Digit dedicated routable port on Gateway

Rs. 1,000/-

Rs. 100/-Rs. 150/-Rs. 250/-

Recurring fees per month:Plan ChargesChoice for port on SMS Gateway:1. For shared port on gateway2. For 4-Digit dedicated port on Tata Indicom gateway3. For 10-Digit dedicated routable port on Tata Indicom Gateway

Rs. 1,000/-

Rs. 100/-Rs. 150/-Rs. 250/-

Usage Fees :Pull SMS Usage ChargesPull SMS Usage Charges

NilNil for the first 1,000 messages per month

Sr. Min Range Max Range Rate/Message (paise)

1 1,001 5,000 75

2 5,001 50,000 60

3 50,001 or more 45

Additional SMS messages sent from SMS Centre will be charged as per the slabs below :

Organizational Expenditure for SMS gateway.

Head Cost

Infrastructure Cost 25,00,000

Operation cost 7,50,000 per annum

Phone Bill Alerts

SMS Notifications

Service Objective• To provide upto date bill information to the consumers.

• Organization View• Provide SMS Services with features and functions that meet End- User

needs• More Customer• Saving

- Marketing Cost - Support Cost

• Earning

• Customer View– Extra– Access with ease– Comfort– Time– Options

Organization View

• Provide SMS Services with features and functions that meet End- User needs

• More Customer• Saving - Marketing Cost - Support Cost • Earning

Target Audience

• Prepaid Customer• Post Paid Customer

Pre Paid Customer

• Prepaid - Value added services

- Balance Enquiry- Balance Alert

- Recharge Alert - Service Alert - Validity Alert

Post Paid Customer

• Post Paid - Monthly Bill Alert - Reminder For Bill - Bill Enquiry - Acknowledgement - Service Alert

Charging

• VAS is charged(i.e. News, Astrology, etc)• 3 Rs. Per Service• Balance and Bill alert service is free of charge.

Service Setup

SubscriberSubscriber

SubscriberSubscriber

Billing Centre/Application

service center

Billing Centre/Application

service center

Maintenance and supervisingMaintenance

and supervising DatabaseDatabase Web serviceWeb service

Mobile switching

center

Mobile switching

center

Mobile switching

center

Mobile switching

center

Mobile switching

center

Mobile switching

center

SMS Gateway

SMS Gateway

Caller ring back tone

server

Caller ring back tone

server

Background music serverBackground music server

Cellular network/SMS

gateway bridge

Cellular network/SMS

gateway bridge

Base station subsystem




Service Setup Requirement

• Space for Server Setup• Specific technical Support team• Servers• Server Connectivity• Database Software & Hardware• Back Up Plan• SMS gateway

Specification of Requirements

• Hardware - PC - Server - Switches - Router - UPS - Data Disks

Cont….

• Software - Database Software - Server OS - Application Software - Backup Software

Risk

• Reducing Server Downtime• Database failure• Congestion• Power Failure• Update

Recovery Plan

• Technical Support team• Backup• Capacity monitor• Regular Update & Testing

Business Continuity Plan

• Adding New Services on Time• Providing Reliable service• Capacity Augmentation• Providing Service without Interruption

BlackBerry Service

Service StrategyAnd

Service Design

Service Strategy

• BlackBerry solutions are designed to increase the efficiency of business by providing wireless access to phone, email, browser, calendar, contacts, task lists and business applications – all of this on a single device.

• Target Audience: Designed for business use and targeted to corporate customers.

• “with a BlackBerry you do not have to be confined to your desk. You can seamlessly and conveniently access corporate information, respond to mails, upload information anytime anywhere.”

SN Benefit Gain Means for You

1Increased productivity(minutes per day)

57 minutesper day

Get more during working hours

2Personal time recovered(minutes per day)

43 minutesper day

Achieve balance between personal and professional life

3

Increased efficiency of subordinates post BlackBerry due to enhanced workflow

38%Enhanced productivity of team Lesser time to go to market

4Saving in turn around time for response

78 minutesper week

Provide faster response times for your customers and partners

Service Portfolio Management

Service Catalog-• Email• Voice• Wireless Internet• Organizer• Solutions• Messaging• Instant Messaging

Service Portfolio Management

Service Pipeline-• Bluetooth• ERP Application• Value Added Service: mWallet, iHelp, Number

Masking

Demand Management&

Financial Management - Charging


Service Design

Sector Nature of Application

Financial Services SFA (New Account Creation), Insurance Claim & Policy logging, Workflow Approval

Media In field data collection

Manufacturing Services Access Production Data

LogisticsFleet Management, Location Based Services

Service Industry Production and Inventory data update

Service Catalog Management

• Service catalog is reviewed and updated periodically upon modification / addition of any service.

• Dependencies between services are recorded in detail.

• Services are designed according to the customer’s need.

Service Level Management


Operation Level Agreement: With Networking team

Underpinning Contract: With BlackBerry supplier.

Service Level Agreement:

Supplier Management

• BlackBerry Device• BlackBerry Enterprise Server

Capacity Management

• Performance monitoring • Workload monitoring • Application sizing • Resource forecasting • Demand forecasting

Availability Management

• Agreement statistics• Availability – agreed service times, response

times, etc. • Number of incidents raised, response times,

resolution times. • Costing Details – charges for the service, and any

penalties should service levels not be met.

IT Service Continuity management

• Backup Plan• Regular testing of network

Information Security management

• Penetration Testing• Vulnerability Assessment• Security key management

THANK YOU