alcatel-lucent managed services delivery model

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COPYRIGHT © 2015 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

Alcatel-Lucent Managed Services Delivery Model

June, 2015

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Agenda

Alcatel-Lucent Managed Services Portfolio Hierarchy

Alcatel-Lucent Delivery Capability

Alcatel-Lucent Managed Services Value Proposition

Alcatel-Lucent Managed Services Contact Information

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Alcatel-Lucent Managed Services Portfolio Hierarchy

ALU MS Market Focused Selling Packages

Capability Devt

in future

Current

Capability

MANAGED

TRANSFORMATION

MANAGED NETWORK & OPERATIONS TRANSFORMATION (MULTI - VENDOR & MULTI TECHNOLOGIES I

Network Operation

Services & Field

Operations

Network Security

Services

MS Care SOM &

MS Care CEM

Multi - Vendor

Maintenance

E2E Network & Operations

Transformation Mgmt

PSTN NW,

LEGACY SDH

NW, LEGACY

MOBILE

CORE NW

ETC.

TECHNOLOGY

LIFECYCLE SERVICES

END TO END LIFECYCLE SERVICES FOR TECHNOLOGIES AND VERTICALS

Network Operation Services &

Field Operations

Network Security

Services

Care LTE & Care UBB

MS Care SOM &

MS Care CEM

Operations

Assistance

IMS, SMALL

CELL, FTTX,

LTE,

BACKBONE

NETWORK

OPERATION

SERVICES

NOC SERVICES FOR TECHNOLOGIES & VERTICALS

NOC Operations Network Security

Services

Care LTE & Care UBB

MS Care SOM &

MS Care CEM

ANY TELCO

AND NON - TELCO

NETWORK

POTENTIAL

OPPORTUNITIES

NETWORK SECURITY

SERVICES / OPS

ASSISTANCE Network Security Services

INDUSTRIALIZED SOLUTION OFFERING FOR SECURITY SERVICES FOR TECHN OLOGIES & VERTICALS ANY TELCO

AND NON - TELCO

NETWORK

Operations

Assistance

ALU Managed Services Standard Delivery Model

NETWORK

MANAGEMENT DOMAINS

Performance Management

Service Desk Management

Fault Management

Inventory Management

Field Force Management

Fully integrated delivery structure providing unmatched performancewith 6-Sigma levels of excellence

ALCATEL LUCENT MANAGED SERVICES

BLUEPRINT MODEL

Governance

MetricsSystems/

ToolsProcess

Organization

Job catalog

Professional development

Delivery centers

•On-shore

•Near-shore

•Off-shoreAligned with

eTOM and ITIL frameworks

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Measured Effectiveness

End-to-End Responsibility through Standard Automation

Standardized Processes & Measured Service Delivery Efficiency

• Measure Operational Service Availability

• Reporting Access Through Portal

• Service Delivery Measured Effectively

• Integrated Trouble Ticketing to allow flow through

incident escalation, tracking and resolution

• E2E Responsibility of SLAs from both operational and

technical perspective

• Coordinate Delivery Center-triggered Network Trouble

Tickets & Customer Trouble Tickets

• Standardized processes and provide metrics to measure

performance for incident / problem / change

management

• LSS and SPC techniques measuring service delivery

efficiency based on processes & tools: Cycle Time,

Standard Activity

Managed Services

Services, Network Elements

Customer

Service Desk

Maintenance Services

Customer

NOC

Customer Regional Logistics

Center

Custo

mers

Alcate

l-Luce

nt

Global Welcome Center

• Service Request Mgmt.

Repair & Exchange Services ORGANIZATION• Adv. Exchange & Repair

• Customer Inventory

Management

Field Operations

• Field Force Management

• Corrective and Preventive maintenance

• Network Provisioning

• EHS

Technical Assistance centers, Technical Engineering Center, R&D for all Alcatel-Lucent technologies

• Incident Restoration

• Problem Resolution

Global Service Delivery

• Network Monitoring

and Surveillance

• Incident Restoration

& Problem Resolution

• Network Change

Management

• Network Access and

Security

• Network Engineering

• Network Optimization

• Network Provisioning

• Network Capacity

Mgmt..

• Preventive

Maintenance.

Customer Assurance Leader

• Customer interface

• Overall delivery

coordination

• Continuous

Improvement

RBC/CAL

GWC

GSD/DC

RESO

TEC/

R&D

FSO

GovernanceEXECUTI VE REVIEWCorporate strategic directionExecuti ve level oversight

EXECUTI VE COUNCILCorporate strategic direct ionExecut i ve level overs ight

STEERI NG COMMITTEEI m pl ementati on directionBusi ness NeedsSLA’s, Alignment

OPERATI ONAL COMMITTEESDay to day delivery and operationsResourced Managem entPerform ance ManagementExecuti on of Agreements

DIRECTION

OVERSIGNT

PLANNING

EXECUTION

REPORTING & RECOMMENDATION

• ALU Executi ve and Leadership Team

• GPM & PMs

• ALU GPM & PMs

• ALU PMO

• ALU Operati onal Leaders & PM

• ALU team m em bers

• Perform ance Managem ent Representatives

YEARLY/HALF YEARLY

QUARTERLY

MONTHLY

WEEKLY

• CEO & CTO

• MSs Busi ness Head

• Customer Executi ve and Leadershi p Team

• CTO, Network Directors

• Customer Network & Busi ness Directors

• Customer Vendor Manager

• Customer Vendor Leaders (PM)

• Customer Operational Leaders

• Customer team members

Customer Al catel -Lucent

Alcatel-Lucent Managed Services Delivery Model

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Alcatel-Lucent Managed Services Value Proposition - BOT

PROVIDE NEW SERVICES QUICKLY- TIME

TO MARKET

Advanced Integration Methodology (AIM)

• Design & Integrate the optimal network solution

• Short time to market and low risk for new solution

• Proven optimum Deployment Methodology & Partner

ecosystem ensuring Speed-to-market to meet end user

demand (40-50% time reduction).

PROVIDE QUALITY THROUGH ALL

LIFECYCLE PHASES

Application of Statistical Process Control

• Operations Science Improvement Cycle (PDCA)

• Root Cause Analyses

• Process Performance Measures are defined and agreed and

are in place

• Continual Performance Improvement is adopted and

applied

• Capturing of Lessons Learnt within Project.

ESTABLISH E2E GOVERNANCE; CONTROL

AND VISIBILITY ACROSS LIFECYCLE PHASES

Governance Model and Reporting

• Defined Governance structure with required reports for

steering and decision making at all levels.

• Full transparent an co shared governance model allowing

visibility and control integrated through build, operate

and transfer phases.

ESTABLISH OPERATIONAL MATURITY

QUICKLY WITH RISK REDUCTION

ALU Delivery Model Blueprint

• Establishing competence, processes and OSS quickly to allow

robust mature operations in a timely manner and ready for the

option of transfer back with no risk and no surprises.

SPEED

QUALITY MATURITY

GOVERNANCE

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Alcatel-Lucent Managed Services Value Proposition - TRANSFORMATION

PROVIDE NEW SERVICES QUICKLY- TIME

TO MARKET

Advanced Integration Methodology (AIM)

• Design & Integrate the optimal network solution

• Short time to market and low risk for new solution

• Proven optimum Deployment Methodology & Partner

ecosystem ensuring Speed-to-market to meet end user

demand (40-50% time reduction).

PROVIDE QUALITY THROUGH ALL

LIFECYCLE PHASES

Application of Statistical Process Control

• Operations Science Improvement Cycle (PDCA)

• Root Cause Analyses

• Process Performance Measures are defined and agreed

and are in place

• Continual Performance Improvement is adopted and

applied

• Capturing of Lessons Learnt within Project

SPEED

QUALITY

REMOVING LEGACY OPERATING COST

WITHOUT RISKING BUSINESS, SERVICE, AND

NETWORK OPERATION

TCO Management and Reduction

• Removing unnecessary effort and associated cost through

smart delivery model transformation.

• Optimising legacy Opex running costs through network

transformation.

• Managing the risk of transformation through mature

program management practice.

RECOGNISING ADDITIONAL REVENUE

THROUGH HIGHER AVAILABILITY AND SPEED

ALU Delivery Model Enabling Revenue Generation

• Increased network availability allowing more billable call and

data records.

• Faster provisioning times allowing revenue generation

earlier.

• Proactive identification of capturing high capacity usage

scenarios, in turn capturing additional revenue.

OPEX

CONTROL

REVENUE

GENERATION

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SCOPE

• End to end Incident and Problem

resolution using a world class, global

delivery capability with expertise

competence on a wide variety of

multivendor products and solutions.

• Highly optimized, industrialized

delivery process ensuring best in class

response performance. Support for

warranty, managed services,

maintenance as well as presales, trial,

new product introduction and

deployments.

KEY DELIVERY ROLES

• Remote technical support for various Alcatel-Lucent and non-ALU products

and solutions including troubleshooting and diagnosing problems, restoring

service, providing problem resolution, and escalating to product developers

for product defect resolution.

• Serve as escalation point for Network Operations engineers for product

support

• Anticipate current and future technical infrastructure and assures timely

readiness and serviceability for new technologies.

• Seek to continuously improve delivery performance toward our customers

in full compliance with our committed SLAs

• Delivery of highly specialized, vertically integrated L2, L3 and L4 support

for selected extended life products.

GLOBAL FACTS

• 1700+ operations and technical

experts

• ~250,000 assistance requests

resolved, annually

• ~ 3000 Alcatel-Lucent &

Multivendor products

• 80+ Managed Services customers

• ~100 MS engagements

KEY KPIs

• Restore – 95% Target

• Resolve – 95% Target

• Customer Satisfaction Survey = 8.6/10

Alcatel-Lucent Global Service Delivery (GSD)

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SCOPE

Provides a variety of field services

including but not limited to

equipment installation, test and turn

up, commissioning, first level

corrective maintenance, preventive

maintenance and equipment de-

commissioning and dismantling.

Our Field Forces support traditional

field activities as well as Managed

Services.

KEY DELIVERY ROLES

• Onsite L1 technical support (corrective, preventive maintenance)

• Onsite HW and SW deployment activities (Installation &

Commissioning, Integration, HW down-/upgrades, Provisioning)

• Utilize Alcatel-Lucent developed Field Dispatch Manager (FDM)

tool to improve dispatching function and enable consistent

collection of data to be used for tracking of results and for

statistical process control

GLOBAL FACTS

• ~ 3,000 Field Agents (Alcatel-

Lucent and Contractors)

• ~100 countries supported

• ~300K work orders for field

interventions are handled

annually

KEY KPIs

• On Time Arrival

• On Time Restoration

• “Right First Time” by reducing repeated site visits

• Completion of Preventive Maintenance schedule

Alcatel-Lucent Field Services Organization (FSO)

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Alcatel-Lucent Repair and Exchange Services (RESO)

SCOPE

• Provides repair and exchange

options to meet your operational

requirements. Our spares

management process, combined

with our extensive infrastructure,

allow us to meet the most

demanding requirements.

• We deliver spares when and where

they are needed.

KEY DELIVERY ROLES

GLOBAL FACTS

• ~ 1 million customer Repairs and

Exchange transactions annually

• Delivering service to over 190

countries

• 3900 customer contracts

representing over 37K individual

parts

KEY KPIs

• On Time Delivery – 95% Target

• Customer Satisfaction Survey = 8.6/10

• Repair Service plus 24x7x365 same day 4 hour and next day delivery

options

• Fast and reliable spare part delivery, fully synchronized with local field

maintenance support via Global Welcome Center

• Global management of spare part inventory throughout robust hub and

local warehouse locations meeting required SLAs

• Comprehensive forward and reverse repair logistics processes

• Spare Parts planning and repair pipeline management

• Single monthly performance metric report for all services

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Restore Customer

regular service

operations as soon

as possible

Incident Restoration

Prevent

breakdown &

failures of

Customer

operations

Preventive Maintenance

Welcome, Record

& Route Customer

service requests

Service Request Management

Provide repair and

advance exchange

service to the

Customer

Advance Exchange &

Repair

Prepare &

Execute

intervention with

minimum service

disruption

Network Change Management

Schedule and

execute

successful

on site

interventions

Field Force Management

Identify, analyze

and deliver

product fixes to

Customer

Problem Resolution

CUSTOMER

COCKPIT for dynamic performance measurement

CARES

ITSM

eSpares

RAP

FDM Netcool

Alcatel-Lucent Processes Powered By Standard Tools Suite

• Standardized Delivery Processes Across Projects

• Standardized processes with metrics to measure performance for

incident / problem / change management

http://kpi.web.alcatel-lucent.com/cockpit/



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Trend Analysis •Service Validation and Testing

•Turn Information into Action

Business Value •Effectively Measure Service Delivery

Customer Value •Measure Operational Service Availability

•Reporting Access Through Portal

Service

Improvement

• Identify Opportunities for Efficiencies

•Recognize Service Level Achievements and

Impact to Customer Satisfaction/Value

Notifications and

Reporting

•Automate notifications to operations team and

customers for all ticket creations, updates, and

closes

•Automate notifications associated with shift

changes

•Automatic SLA monitoring and notification

associated with impending SLA breaches

Alcatel-Lucent Standard Operational Performance Reporting

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Strong Governance a key factor for

the success of any Managed

Services Project

• Supports senior executives

• Provides consistent management

principles, processes and

measurements to ensure

deliverables and expectations

between the Customer and

Alcatel-Lucent are met

• Handles contractual change

management

• promotes productive behavior and

helps to enable trust

• Serves proactively and not just as

an escalation or review body

Governance

EXECUTIVE REVIEW

Corporate strategic direction

Executive level oversight

EXECUTIVE COUNCIL

Corporate strategic direction

Executive level oversight

STEERING COMMITTEE

Implementation direction

Business Needs

SLA’s, Alignment

OPERATIONAL COMMITTEES

Day to day delivery and operations

Resourced Management

Performance Management

Execution of Agreements

DIR

ECTIO

N

OVERSIG

NT

PLAN

NIN

G

EXECU

TIO

N

REPO

RTIN

G &

RECO

MM

EN

DATIO

N

• Managed Services

Regional Leadership

• GPM & CCM

• CAL & SOM

• GPM & CCM

• CAL

• SOM

• ALU Operational Leaders

• ALU team members and

SMEs as required

• Performance Management

Representatives

YEARLY/HALF YEARLY

QUARTERLY

MONTHLY

WEEKLY

• CEO & CTO • Managed Services

Business Head

• Customer

Executive and

Leadership Team

• CTO, Network

Directors

• Customer Network

& Business

Directors

• Customer Vendor

Manager

• Customer Vendor

Leaders (PM)

• Customer

Operational Leaders

• Customer team

members

Customer Alcatel-Lucent OPERATIONAL

TACTICAL

STRATEGIC MS Delivery Governance Framework

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~100 MS

engagements

globally

Scale

• 1,700+ Operations & Technical Experts

• Managing 300K Network Elements

serving 100 million+ subscribers

• Managing 170,000 technical

work orders and 1 million

Repair Transactions annually

• Over 400 local repair and logistics

partners globally

• Speaking 19 languages and supporting

900,000 customer requests each year.

Experience

• 24x7 support from Four Delivery

Centers and 17 Local Delivery Centers

• Highly skilled engineers

knowledgeable in 50+ different

technologies

• Industry leader in integrated IP+

wireline + wireless + Security

operations

• Managing 3K+ multi-vendor parts

of 35+ OEMs.

Quality

• ITIL, PMP and 6-sigma specialists

employing over a dozen Best-In-

Industry tools to ensure

personalized and high quality

service delivery

• Employs best practices as defined in

ISO/IEC15288, INCOSE, CMMI & PMI

standards

• Exceeding 95% of all contracts SLAs

and resolving over 80% of ticket on

first Delivery Center contact.

• ISO27K Security Compliance Centers

20+ years of

managed services

experience

Customer

satisfaction scores

consistently above

target

Alcatel-Lucent Managed Services Competence Summary

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Created and documented

templates and processes to

industrialize training and job

execution for provisioning &

acceptance

Backlog problem solved

within 4 months enabling

billing of 4,559 circuits

IP

Extensively applied Alcatel-

Lucent’s MS Blueprint to

increase efficiency and

mitigate risks on turnkey

Transformation program

Decreased TCO by 20%

(off-shoring, processes

optimization, maintenance

& operations synergies,

legacy phase-out)

IP

OPTICS

FIXED

Operations transformation

with redesign of all

processes using Lean Six

Sigma best practices and

cross-training programs

Average Fault Duration

decrease : 3.09 hrs in

2013 to 2.32 hr in

2014 YTD

IP

OPTICS

FIXED

24/7 Service Desk & NOC

Surveillance with completely

redesigned processes and

metrics and optimized field

services delivery footprint

Customer complaints

reduced by 64%

Improved provisioning

capabilities

WIRELESS

2G

Special Operations

Readiness Plan for the 2014

Holy season incl. change

management process and

software upgrade

No Optics and Wireless

networks outages

during Hadj and

Ramadan periods

OPTICS

WIRELESS

Common processes and

reporting for all geographies

in multi-vendor environment

Consolidated management

for operations & integration

Cost per site per

month decreased

by 45%

WIRELESS

2G

A Powerful Managed Services Solution for Customer Success

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For More Information on Alcatel-Lucent Managed Services

Visit the

MS

Internet

website

Visit the

MS

LinkedIn

Showcase

Page

Email us at

MS

Solutions

Team

http://www.alcatel-lucent.com/services/managed-services

http://www.alcatel-lucent.com/services/managed-services

https://www.alcatel-lucent.com/services/managed-services

https://www.linkedin.com/company/alcatel-lucent-managed-services




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alcatel-lucent managed services delivery model

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