alcatel-lucent managed services delivery model
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1
COPYRIGHT © 2015 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
Alcatel-Lucent Managed Services Delivery Model
June, 2015
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COPYRIGHT © 2015 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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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COPYRIGHT © 2015 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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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COPYRIGHT © 2015 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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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COPYRIGHT © 2015 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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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COPYRIGHT © 2015 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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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COPYRIGHT © 2015 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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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COPYRIGHT © 2015 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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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COPYRIGHT © 2015 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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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COPYRIGHT © 2015 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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
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COPYRIGHT © 2015 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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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COPYRIGHT © 2015 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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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COPYRIGHT © 2015 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
~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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COPYRIGHT © 2015 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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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COPYRIGHT © 2015 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
For More Information on Alcatel-Lucent Managed Services
Visit the
MS
Internet
website
Visit the
MS
Showcase
Page
Email us at
MS
Solutions
Team
16
COPYRIGHT © 2015 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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