Operations Convergence for a European Telcotatacommunications-ts.com/pdfs/case-studies/NOC-consolidation-and...Operations Convergence for a European Telco ... The Customer is one of

Operations Convergence for a European Telco

A NOC Consolidation and Operations Case Study

The Customer is one of the largest telecommunication service providers in Europe and as an integrated service provider, it offers a portfolio of services including mobility, fixed telephony, DSL and other connectivity services to Residential and Enterprise customers. In the Wholesale Segment, it provides infrastructure Access and service capabilities to wholesale partners.

Consolidation of NOCs and Service Operations which consists of process design, implementation and operational execution across Transmission, IP and Voice domains. Service operations covers Core network Assurance and Service Assurance for Voice, Data and Transmission products for B2B and Carrier customers.

Process Scope

Background

Customer had multiple NOCs across different regions which were resulting in high operational cost, minimal control on NOC activities and limited visibility. Also non-standard operational processes, lack of well-defined SLAs across different centers and high operational complexity had an impact on optimal performance. Moreover, diverged Operations were limiting the implementation of improvement plans and operational transformation.

Business Challenges

TCTS has a proven framework for NOC assessment, NOC design, Consolidation and Operations. Adopting a phased approach, the overall activities were segregated into the following phases - Design and Plan, Implementation, Parallel Run/BAU and Continuous Improvement.

As a part of Business As-usual operations, TCTS utilizes its domain expertise in Trouble Ticket management, Fault management, Alarm management, Pro-active monitoring – Network Surveillance, Performance management, support Change management activities and Reporting (SLA Tracking) in Transmission, IP and Voice domains.

Solution Approach

NOC Operation

Vendor Management

Event Management

Service Delivery TAC Support

Network Engineering

BUSINESS BENEFITS

Consolidation Benefits • Advanced and consolidated NOC with reduced MTTR • Reduction of faults by preventing reoccurrence through designing effective,

corrective and preventive action plans & ensuring redundancy in all elements • Identification of single points of failures and plugging the same

Operational Benefits • Consistence SLA performance • Accuracy in ticket handling • Effective Ticket resolution at 1st line support • Advanced and consolidated NOC with reduced MTTR

Transformation Enablers • TNOM3 NOC assessment model • ASAP Transition methodology with set deliverables • eTOM aligned Service Assurance processes

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