“More and more Mobile Operators are leveraging on Managed Services to improve Customer Experience, Profitability and Operating Efficiency”
—— Ahmad Zainuddin Zainal Abidin
Huawei Managed Services Solution
With the rapid development of smart devices and the mobile internet, Mobile Operators' requirements for Managed Services have evolved from cost reduction to operational excellence and value creation. In order to satisfy end users' increasing expectations on mobile app performance, Mobile Operators need to focus on improving their QoS by transforming their operations from network centric to service centric. Therefore, when selecting a Managed Services Provider (MSP), Mobile Operators should seek a partner who has the solutions and capability to completely understand their strategy and fully support the necessary Operation and Business Transformation.
Global Market Landscape
By 2013, Huawei had accumulated more than 340 Managed Services contracts globally, including 40+ new contracts in 2013, serving more than 120 Mobile Operators in more than 75 countries worldwide. Huawei is now recognized as one of the leading Managed Services providers and strategic partner for Mobile Operators around the world.
Managed Services Strategy
Managed Services is becoming one of Huawei's Core Business. To continue leading and innovating in the Managed Services industry, Huawei has made continuous investments in R&D especially in Business Platforms, People and Tools.
Ø Business Platforms: Sustained investments in Managed Services Unified Platform (MSUP) and Global Delivery Platform (GNOC, RNOC, SOC, and hosting centers) to strengthen our capabilities in Standardization, Centralization and to realize Service and Experience centric Operation Management.
Ø People: Continuous investment in HR for the stable growth of Huawei Managed Services personnel, which already exceeded 7,500 globally in 2014.
Ø Tools: Innovation in ITSM tools and systems including Inventory Management System, Service Desk Management, Work Force Management, Fault Management, and Performance Management, which help Huawei to achieve Operation Management efficiency and automation, while promoting the realization of global and regional Hubs for Centralized Operation Management.
As network technology evolves into convergence of services, Huawei Managed Services Transformation not only focuses on network but also Service and Business Operations. Our Managed Services solutions cover all network domains including Fixed Network, Mobile Network and IT. By becoming a customer's Strategic Partner, Huawei Managed Services solutions can better fit and align to a customer's Business Objectives so that more Business Values can be delivered to customers and thus enhance their Total Value of Ownership (TVO).
In addition, to strengthen and build stronger foundations and to support our long term Business Growth, Huawei will continue to conduct Risk Control and Management on all existing and new Managed Services projects.
Huawei Managed Services Solution helps mobile carriers to transform from network centric to user and service centric operation. Our solutions include Managed Network Operation, Managed IT Operation, Managed Service Operation, Managed Planning and Engineering and Managed Business Support System (BSS).
Business objectives, operational requirements and metrics are defined with a strong emphasis on joint Business and Strategic Planning with customers globally. Based on these requirements and metrics, an Operation Map, which is basically a high level operation design, is created so that different operation functions are streamlined and integrated with each other. Our Continuous improvement program, executed by the MAI (measure, analysis, improve) team, provides operation improvement and business insight to customers, so they can refine their focus and business plan, hence creating more value for their business.
Huawei + Customer = P.O.W.E.R
• Partner with our customers to create sustainable values by
• Offloading our customers from their daily operation activities, providing them a
• Wide range of BSS Managed Services tailored for our customers to
• Enhance their business performance and enable them to
• Refocus on value creation activities
Huawei BSS Managed Services Operation Offer
Huawei BSS Managed Services Operation manages the 5 key BSS Operation domains listed in the table below. Huawei helps customers to focus more effort on their Core Business which is promoting and selling their Mobile Services brands and service offering while Huawei takes care of the Operation Management of customer BSS solutions. Huawei BSS Managed Services Operation solution is designed to meet customer business needs based on a flexible and proven framework
Ø Service Delivery Management (SDM)
Service Delivery Management services are key supporting functions, which manage the operation processes delivering services from Huawei to customers in a controlled manner agreed by both parties.
Huawei Service Delivery Management services help customers address their current and future needs for Service Delivery. They also help customers identify business related issues to their BSS solution which is being managed via Service Management while providing BSS-related architectural planning including application, infrastructure, information and security management.
ü Service Strategy：Defines what unique value can be delivered to customers. It consists of processes that require Huawei to think and plan apart from daily operation and from a strategic point of view.
Managed Operation Processes:
• Service Strategy
• Demand Management
ü Service Design： Designs new or changes services before they are introduced into a live environment. A holistic approach to all aspects of design is adopted. When changing or amending any of the individual elements of design, all other aspects are considered. Managed Operation Processes:
• Service Catalog Management
• Service Level Management
• Availability Management
• Capacity Management
• Service Continuity Management
• IT Security Management
ü Service Transition：Manages and coordinates the processes, systems and functions to package, build, test and deploy a release into production and establish the service specified in the customer and stakeholder requirements. Service Transition also defines change and configuration management processes to control any changes to and ensure a safe IT environment. Managed Operation Processes:
• Change Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Transition Planning and Support
• Knowledge Management
ü Service Operation：Coordinates and carries out the activities and processes required to deliver and manage services at agreed levels to business users and customers. Service Operation is also responsible for the ongoing management of the technology that is used to deliver and support services. Managed Operation Processes:
• Incident Management
• Problem Management
• Event Management
• Service Request Management
• Access Management
ü Continual Service Improvement： Provides a selected group of processes that ensure the operation team conducts constant improvement activities to increase operation efficiency and effectiveness. Managed Operation Processes:
• Continual Service Improvement
Ø Service Desk (SD)
Service Desk provides a single point of contact (SPOC) for incident management, event monitoring, standard service request, feedback and inquiry. It also manages the service level reports and customer survey. A typical Service Desk manages Incidents, Problems, Customer Complaints and Service Requests, and also handles communication with the Customers/Users.
ü SPoC of BOS, AMS and IMS: Service Desk is the single point of contact between Huawei and users as well as customers on a day-to-day basis to meet service requests and communication needs of both Users (actual user of the service) and Huawei personnel.
ü Call Handling: Service Desk manages all first line Service Delivery Management Call Handling (acknowledgement, coordination, progress update and closure) such as Incident Management, Problem Management, Service Request Management, Change Management, Release Management, etc.
Service Desk also processes some common services that are not explicitly categorized as Service Delivery Management processes, including Feedback Collection, Complaint Handling, and Inquiries.
ü First Line Resolution：Performs first line troubleshooting and incident resolution based on Known Error Database.
ü System&Event Monitoring：Uses tools/scripts to monitor system status and performance in respective environments, keeping track of system resources (i.e. Application component status, concurrent users, and concurrent tasks).
ü Performance Monitoring Reporting：Provides comprehensive statistics and reports, including daily, weekly, and monthly reports, for SLM to analyze the current and historical performance of in-scope solutions, deployed in the production environment.
ü Batch Run Management：Ensures the execution of the configured Batch Runs.
Ø Business Operation Services (BOS)
Business Operation Services (BOS) provides business operation to handle Product & Marketing Management Support, Customer Management Support, Billing and Revenue Management Support, as well as Resource Management Support associated with the BSS systems.
ü Product & Marketing Management Support: Implements the major sales and marketing operation activities including Campaign Fulfilment, Sales Fulfilment, Channel&Commission Fulfilment, and Product&Voucher Fulfilment.
ü Customer Management Support: Assures customers' life cycle on the network is captured and visible for processing and analysis. It includes services to handle and provide:
• Up-to-date customer information on the support systems
• Technical problem fulfilment and bill dispute analysis and resolution
• Associated problems related to internal systems
• Proactive customer care and customer insight
• Customer orders and fulfilment assurance needs that meet service levels.
ü Billing and Revenue Management Support: Manages bill adjustment within the BSS system, including batch operation, bill run operation, interconnect&partner settlement and related reports.
ü Resource Management Support: Plans, manages and assures resource availability and readiness for fulfilment of services and maintains data quality and integrity. It includes managing inventory and mapping relationships between services and the logical/physical resources.
Ø Application Management Services (AMS)
Huawei offers a full range of Application Management Services (AMS), from design to testing, from development to BSS Application operations, maintenance and support. Huawei operates and maintains the BSS systems on a day-to-day basis as well as providing support to customers' internal users.
In addition, Huawei can also perform Life Cycle Management as part of BSS Application Enhancement Services for customer's BSS applications. Customers are able to delegate management responsibilities for the life cycle of their BSS applications on a partial or total basis. This will allow them better Resource Management while freeing up their resources, keep pace with technology and industry developments, and meet business demands, challenges and expectations.
ü BSS Application Maintenance Support: In order to ensure the continuous performance of BSS applications, Huawei implements cost-effective, comprehensive BSS application maintenance solutions which provide day-to-day application monitoring, health check, troubleshooting, etc. The benefits of this solution include reduced application maintenance costs, predictable service levels, and reduced risk of lost business continuity.
ü BSS Application Enhancement: BSS application enhancement provides new business functions through implementing and deploying new business requirements in the BSS application production environment.
Ø Infrastructure Management Services (IMS)
Huawei provides Infrastructure Management Services (IMS) where Huawei manages the Infrastructure Operation Service Management of the BSS solution infrastructure. We help customers to address the design, configuration, integration and operation needs for OS/server, database, storage backup and restore, network, and disaster recovery.
Our Infrastructure Management Services offers proactive and preventative identification of potential issues to eliminate potential service breakdown of the IT infrastructure of customer's BSS applications. Huawei also ensures timely notification to key stakeholders of issues related to the IT infrastructure of customer's BSS applications for escalation and action decision to minimize the duration of the service downtime.
Regardless of physical or virtual, onsite or remote, we deliver the performance, agility and reliability as per customer requirements and expectations.
ü OS/Server Management: Provides high performance and reliable platform management, including physical or virtual platforms, to host BSS business and system applications and ensure unified QoS across different servers, OSs, and middleware platforms.
ü Database Management: Provides services to install, configure, administer, and maintain commercial database applications which are part of the BSS solution to ensure optimal performance, security and functionality of managed databases.
ü Storage Backup and Restore Management: Provides robust and cost efficient data storage and protection to ensure the availability of critical business information and system data.
ü Network Management: Provides fully managed LAN/WAN access connectivity to deliver the network functionality, capacity and reliability that meet ever changing business requirements of the BSS solution, meanwhile controlling network operation costs and managing sophisticated technologies.
ü Disaster Recovery: Develops a standard recovery procedure for BSS operation to follow if disasters occur. The objective is either to maintain BSS operation functions at an interim minimal survival level and/or re-establish full scale BSS operations at a state of normal operation level if possible.
Governance is an accountability framework and management model that helps to facilitate proper information sharing and define what must be done by each party. The aims of a proper governance model include:
• Provide strategic direction to the services provided
• Review and monitor operational goals and objectives
• Maintain control of all changes to services
• Manage prioritization of services
• Manage prioritization of projects
• Resolve escalated disputes and issues
• Provide general oversight
The accountability framework is typically made up of well defined roles and responsibilities reflecting decision rights among the participants in the S&M processes. In a Managed Services environment, clarity and communication of decision rights are important. If left unaddressed, assumptions from either party might be made leading to conflict and mismatched expectations.
Decision rights, once defined, are executed through a management model and the results will be monitored and reviewed through periodic reporting. The management model provides a framework through which decision rights are executed and reporting can occur. In addition, an effective reporting framework is vital to ensure the visibility of the S&M performance, to enable a feedback route for continuous review and alignment of services with preset targets, and to ensure the result satisfies customers' expectations.
ü Organization Management: Directs designs, evaluates, and improves organizational structure, collaboration, capabilities, and productivity.
ü Communication Management: Designs and conducts a set of formal meetings as the official communication channels to communicate information, obtain agreements, and solve any dispute.
ü Expectation and Relationship Management: Identifies, implements, and verifies stakeholder expectations, enhances customer relationships to reduce communication costs, and increases service effectiveness.
Managed Services Objective
Leverage: Bring synergy and new capability through our global operation management experience
In Trusted Hands: Ensure availability and performance of customer's BSS application and infrastructure are being managed by people who know them inside out
Stay Ahead of Market: Share innovations, insights and technology with customers.