1. This document is offered compliments of
BSP Media Group. www.bspmediagroup.com
All rights reserved.

2. The importance of networks in the customer experience:
effective Service Assurance to maintain availability and minimize
revenue loss…
Master Class, November 12th, 2013

3. Good Afternoon
During today’s session we will walk
through NetBoss Technologies End
Customer Focused Solutions that
enable MTN to offer state of the art
services in a complex network
environment.
1.
2.
3.
4.
Correlate events from network to service to impacted customers
Determine Customer Quality by Analyzing End to End QoS:
Enhance Business Analysis and Process Automation
Automate End Customer Support Service
11/19/2013
NetBoss Technologies, Inc. © Copyright 2010. All Rights Reserved.
2

4. MTN Nigeria – Complex Network – Large Scale
SERVICE PLATFORMS
GPRS
VOIP
VAS
2G, 3G, 4G IP RAN
SMS
55 MILION
INET
MPLS CORE
SDH
11/19/2013
MPLS EDGE
ENTERPRISE
DWDM
NetBoss Technologies, Inc. © Copyright 2010. All Rights Reserved.
3

5. NTI – Market Driven
•
•
•
•
•
•
•
•
•
Network Evolution & Complexity
Legacy to brand new
2G through LTE
TDM to ATM to IP
Chattering Network Elements
High frequency technology introduction
Wireless or Copper or Fiber Decisions
Information Overload
Scale
NTI
SOLUTIONS
•
•
•
•
•
Demanding Customers
SLA Agreements & Penalties
7 by 24 operations
Many Choices
More for less
•
•
•
•
•
•
•
•
•
•
•
Home Network Complexity
Modem, Router, WIFI, STB, RGW, TV
“I can’t get Netflix”
Who do they call?
You, the Carrier!
Cost, but a revenue opportunity
Mobile Rich-Media Expectations
Fashion Accessory Churn
Quality of Experience
Visibility when behind a roaming partner
Configuration, Carrier Branding, Carrier Apps

6. What’s Needed ?
• Maximize your customer’s experience leading to revenue
• Use number portability to get customers
• Use content and quality to keep them
• Meet SLA’s, eliminate penalties
• Proactively resolve issues before key customers experience them
• Apply your human capital effectively, field & support organizations
• Accurately dispatch truck rolls
• Highlight your areas of weakness, target resources
11/19/2013
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5

7. What’s the problem ?
X
X
How many
customers
are / will
be
affected?
Why is the
service
out ?
Who should
go to fix it,
and where ?
What’s
the root
cause of
the
problem ?
Is this a
priority
situation?
Easy questions to ask, tough to answer!
11/19/2013
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8. Current Limitations
1000s of MPLS paths
100s of SDH layers
10s of Lamdas
I Fiber Cut
11/19/2013
NetBoss Technologies, Inc. © Copyright 2010. All Rights Reserved.

9. What’s the Solution ?
•
•
•
•
• Intelligence
• High Value
• Actionable
Service Views
Network Views
Trending
Drill Down
• Service Impact
• Root Cause Identity
• Noise Suppression
• Fault
• Performance
•
•
•
•
•
Service
Network
Link
Interface
Node
11/19/2013
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10. Step 1 Eliminate the Clutter
Raw Alarm Handling Window
Event
Source
Alert 11
Mediation
Alert 22
Stream Correlated Alarm
Handling Window
Filtering &
Mapping
Alert 11
Alert 23
Event
Source
Event
Source
Stream Correlation
Value Packs
Alert 40
Event
Source
Alert 22 (3 events)
Counting
Alert 41
Alert 56
Alert 67
Mediation
Fleeting
Alert 68
Alert 73
Event
Source
Auto Clear
Alert 77
Alert 67
Alert 68
Flapping
Alert 73
Pattern Detection
Alert 79
Alert 105
Event
Source
Alert 110
Mediation
Event
Source
Auto Ticketing
Alert 105
Script Triggering
Alert 110
Alert 120
Alert 120
Alert 121
Alert 121
Alert 122
Alert 122

11. Step 1 Eliminate the Clutter

12. Step 2 Correlate with end-to-end Topology
Raw Alarm Handling Window
Event
Source
Inventory
Alert 11
Mediation
Event
Source
Alert 22
+
Topology Correlation
Value Packs
Alert 23
Event
Source
IP/MPLS
Alert 41
WiMax
Alert 56
SDH
RAN
Event
Source
DWDM
Alert 105
Alert 110
Service Impact
Root Cause
Alert 79
Mediation
Sympathetic
PDH
Alert 77
Event
Source
Contributory
Alert 68
Alert 73
Event
Source
Contributory
Sympathetic
Alert 67
Mediation
Service Impact
Root Cause
Alert 40
Event
Source
Topology Correlated Alarm
Handling Window
Environmental
Contributory
Contributory
Sympathetic
Alert 120
VAS
Alert 121
Alert 122
Filtering & Mapping
Sympathetic

13. Step 3 : Tie to Services and Customers
4G Video Unlimited
4G Internet Service
NetBoss protects
revenue generating
services
NetBoss pinpoints the
problem
11/19/2013
NetBoss Technologies, Inc. © Copyright 2010. All Rights Reserved.
Alarms cry out
something’s wrong…
But what
12

14. Step 6 Inform Stakeholders
Information & Automation flows to Four Distinct Users
• Executive, PM
• What’s status?
• What’s getting fixed?
• Operations
• Where are problems / changes
• Deeper analytics / diagnostics
• Field
• What/Where needs repaired
• What’s priority
• End Customer
• Automated Customer Service
• Revenue Opportunity
11/19/2013
Information
Analysis
Action
NetBoss Technologies, Inc. © Copyright 2010. All Rights Reserved.
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15. Step 6 Executive Dash Board Views
Customer Services
Network View
Performance
Trouble Tickets
Real Time Alerts
Root Cause
11/19/2013
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16. Bottom Line
• Get and Keep Customers
• Proactive Resolution of Network Failures
• End customer dash boards
• Tightly Manage Business Resources
• Automated analysis of root cause
• Accurate repair dispatch
• Generate new revenues
• End customer dashboard fees
• Win-Win for MTN and MTN’s customers
11/19/2013
NetBoss Technologies, Inc. © Copyright 2010. All Rights Reserved.

17. Thank
You !
11/19/2013
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