ITIL in Telecom part 2
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The document discusses several telecommunication services including broadband internet, VOIP, IPTV, SMS gateway, and BlackBerry services. It provides details on the service portfolio, pipeline, demand management, financial management, design, supplier management, service level agreements, and continuity plans for each service. Key information included are the services offered, target customers, value propositions, pricing structures, components, and organizational responsibilities for managing the services.
![Security Management Browser Based Login and user authentication. Captcha [ to avoid automated use ] Enterprise Gateway Devices to be registered before commencement or any operation.](https://image.slidesharecdn.com/telecom-090305085456-phpapp02/85/ITIL-in-Telecom-part-2-35-320.jpg)
ITIL in Telecom part 2
- 1. -bridging the divides Rohit Raisinghani Shaswati Mukherjee Shreeji Doshi Utkarsh Verma Vijay Shukla
- 2. Service Portfolio Service Current Status Type Cost & pricing Dependencies Broadband Internet 6,00,00,000 High speed internet Catalogue Consumer/Enterprise Telephone Connections VOIP Catalogue Consumer High Speed Internet IPTV Pipeline Consumer High speed internet SMS Gateway 32,50,000 Consumer Internet connectivity Push/Pull Catalogue Consumer Enterprise Internet Connectivity Push/Pull Catalogue Enterprise Blackberry 1,00,00,0000 Cellular Connectivity Catalogue Consumer/Enterprise
- 3. Service Catalogue High Speed Internet VOIP IPTV Consumer Push Enterprise Push Pull Auto Bill Info Outstanding Bill Unbilled Usage Payment Confirmation Pull
- 4. High Speed Internet VOIP IPTV Client End User/Enterprise End User End User Components CPE CPE CPE & CAS Relationship with other services Telephone Connections High Speed Internet High Speed Internet Planned Start NA NA Q2 2008 Next Planned Change NA NA NA Planned Completion NA NA Q4 2009
- 5. Consumer Push Enterprise Push Pull Pull Client End Consumers Enterprise Components Server / Client browser Server/Enterprise server Relationship with other services BILL Alerts NA Planned Start NA NA Next Planned Change NA NA Planned Completion NA NA
- 6. Auto Bill Info Outstanding Bill Unbilled Usage Payment Confirmation Client End Consumer End Consumer End Consumer End Consumer Components Server/Database Server/Database Server/Database Server/Database Relationship with other services SMS gateway server SMS gateway server SMS gateway server SMS gateway server Planned Start NA NA NA NA Next Planned Change NA NA NA NA Planned Completion NA NA NA NA
- 7. Client Corporate customer Corporate customer Corporate customer Corporate customer Components Device & Server Device & Server Device & Server Device & Server Planned Start NA NA NA NA Next Planned Change NA NA NA NA Planned Completion NA NA NA NA
- 10. Service Objective Provide high speed Internet connectivity (up to 8 Mbps) for both end users and business customers. Also to provide additional services like VoIP and IPTV.
- 11. Target Customers Customers with existing connections Enterprise customers for high end requirements and also for back up Internet connection End-user customers with specific requirements
- 12. Value Additional facilities VOIP and IP TV Tie up with HCL for providing computers with the connection. For IPTV service, CAS box is provided along with the package.
- 13. Demand Management The demand estimate is as follows 60% of existing connections would opt for the DSL service 30 % increase in the number of connections For meeting the above demand requirements:- specialized packages for end-users and enterprise users. for high usage for capacity requirements for specific application requirements for duration specific business needs segregation of resource allocation according to location, customer base, requirement.
- 15. Service Design
- 16. Measurement Design Progress---increase customer accounts, emphasis on corporate clients Effectiveness-- Timeline of connection establishment, Better plans for Business customers. Efficiency- Bandwidth checking facility, account checking facility.
- 17. Sourcing options Deployment team (Outsourced) Tie-up with Network companies for components(routers, modems, splitters) Security team (in sourced)
- 18. SLA
- 19. OLA Underpinning Contract The OLA would consist of agreement between the IT Security team and Customer Service Team These contracts would be signed between Multi Sourced vendors and the company.
- 20. Capacity management The current infrastructure has been designed to support ADSL2, & in case there is a requirement for increase in capacity the infrastructure can be expanded to support ADSL2+ Site reviews and updates Business customer requirement analysis
- 21. Supplier management There would be tenders invited for implementation and support of backbone infrastructure & for providing the CPE. Tenders would also be invited for installation of Conditional Access System(CAS) for IP TV The vendors would be selected on the basis of cost and their adherence of the underpinning contract(UC).
- 22. IT security User would be required to log on using a unique user id and password to log on to account. The authenticating servers would be monitored and maintained under purview of internal IT staff Use of CHAP for authentication
- 23. IT service continuity management Two landing stations in Mumbai and Chennai for carrying Internet traffic for the data to be routed through either the Pacific or Atlantic For business customers traffic can be routed through a backup satellite communication
- 24. SMS Gateway CommTech Inc.
- 25. SMS Gateway provides businesses with a high quality interface to send and receive SMS messages. With SMS Gateway mobile messaging can be integrated through an API (Application Programming Interface) into the enterprise’s back-end infrastructure. This service enables enterprises to improve internal processes via SMS, by integrating mobile messaging into enterprise software and server systems using secure and reliable SMS infrastructure Types: Push – Enables the Businesses and users to send information as SMS to employees or affiliates. Push/Pull – Allows authorized employees and affiliates to query and gather desired information in 2 way communication mode.
- 26. Services Enabled by Enterprise SMS Gateway Office communications can be enhanced using SMS by integrating the Enterprise SMS Gateway into the company’s server infrastructure, such as Microsoft Exchange. SMS services can be integrated into scheduling and travel systems, also in sales software (Amadeus, Sabre, Galileo) and HR systems (Peoplesoft, Sage). Integration of SMS into server and data centers, for IT / production control to inform staff on problems, updates or failures. Integration into CRM systems (SIEBEL, SAP, Peoplesoft, etc.)
- 27. Industry Sectors Using this Solution Airlines, hotels and travel agencies Large corporations, consulting and service companies Emergency and health services Educational and government institutions Automobile and logistic companies Retail and service companies, production units IT services and telecoms
- 28. Value Proposition You are free to design, develop and deploy your own applications and its not service provider dependent. You can decide your own keywords for SMS applications. Quick to deploy, easy to use, ready productive setup. 100% customer transparency with no lock-in period.
- 29. Highlights Guaranteed delivery within 15 seconds Countrywide coverage SMS used into mission-critical applications, such as logistics and operations, as well as corporate communications.
- 30. Benefits Enterprises take advantage of a higher quality of SMS sending which is suitable for mission-critical messaging. SMS helps in reducing telecommunications costs, as well as enhancing efficiency in operational activities, such as logistics. Scattered field-force can access and update centralised information database. Online access and updation of information. Anytime and anywhere access to useful information from mobile phones. No investments in high-end handsets and operational training etc. Inherent CDMA security plus application security through firewall. Application can check unauthorised access to sensitive private information. Operational and deployable across the industry verticals.
- 31. How it Works Browser based sms
- 33. Service Design Scope SMS Gateway serves as an interworking and relaying function of the message transfer between the External Short Messaging Entities (ESME's) and the Short Message Service Centers (SMSCs). Capacity Management multi threaded software architecture can support hundreds of messages per second depending upon the content personalization and user preferences. Availability Management high availability layer with redundancy and isolated fault zones can provide the needed availability for the platform. The software layer also supports minimum downtime software upgrade strategies.
- 34. Demand management Browser based SMS No more than 3 SMS allowed within 5 minutes. Character limit of 120 characters per SMS Enterprise gateway Can send up to 1500 SMS per minute. Provision for sending up to 3000 SMS per minute.
- 35. Security Management Browser Based Login and user authentication. Captcha [ to avoid automated use ] Enterprise Gateway Devices to be registered before commencement or any operation.
- 36. SLA
- 37. Tariff Details – Push Messaging Head Proposed Price One time fees: Setup charges for configuration of SMS Gateway Special Number request subject availability (Optional) Rs. 5000/- As Applicable Recurring fees per month: Plan Charges Choice for port on SMS Gateway : 1. Non Returnable SMS Code 2. Returnable Code for 4-Digit dedicated port on gateway or 10 Digit dedicated routable port on Gateway Rs. 750/- Nil Rs. 250/- Usage Fees : SMS Usage Charges Nil for the first 1,000 messages per month
- 38. Additional SMS messages sent from SMS Centre will be charged as per the slabs below Sr. Min Range Max Range Rate/Message (paise) 1 1,001 5000 75 2 5,001 50,000 60 3 50,001 or more 45
- 39. Tariff Details – Push/Pull Messaging Head Proposed Price One time fees : Setup charges for configuration of SMS Gateway Special Number request subject availibility (Optional) Rs. 10,000/- As Applicable Recurring fees per month: Plan Charges Choice for port on SMS Gateway: 1. For shared port on gateway 2. For 4-Digit dedicated port on 3. For 10-Digit dedicated routable port on Gateway Rs. 1,000/- Rs. 100/- Rs. 150/- Rs. 250/- Recurring fees per month: Plan Charges Choice for port on SMS Gateway: 1. For shared port on gateway 2. For 4-Digit dedicated port on Tata Indicom gateway 3. For 10-Digit dedicated routable port on Tata Indicom Gateway Rs. 1,000/- Rs. 100/- Rs. 150/- Rs. 250/- Usage Fees : Pull SMS Usage Charges Pull SMS Usage Charges Nil Nil for the first 1,000 messages per month
- 40. Additional SMS messages sent from SMS Centre will be charged as per the slabs below : Organizational Expenditure for SMS gateway. Sr. Min Range Max Range Rate/Message (paise) 1 1,001 5,000 75 2 5,001 50,000 60 3 50,001 or more 45 Head Cost Infrastructure Cost 25,00,000 Operation cost 7,50,000 per annum
- 41. Phone Bill Alerts SMS Notifications
- 42. Service Objective To provide upto date bill information to the consumers. Organization View Provide SMS Services with features and functions that meet End- User needs More Customer Saving - Marketing Cost - Support Cost Earning
- 43. Customer View Extra Access with ease Comfort Time Options
- 44. Organization View Provide SMS Services with features and functions that meet End- User needs More Customer Saving - Marketing Cost - Support Cost Earning
- 45. Target Audience Prepaid Customer Post Paid Customer
- 46. Pre Paid Customer Prepaid - Value added services - Balance Enquiry - Balance Alert - Recharge Alert - Service Alert - Validity Alert
- 47. Post Paid Customer Post Paid - Monthly Bill Alert - Reminder For Bill - Bill Enquiry - Acknowledgement - Service Alert
- 48. Charging VAS is charged(i.e. News, Astrology, etc) 3 Rs. Per Service Balance and Bill alert service is free of charge.
- 49. Service Setup Subscriber Subscriber Billing Centre/Applicationservice center Maintenance and supervising Database Web service Mobile switching center Mobile switching center Mobile switching center SMS Gateway Caller ring back tone server Background music server Cellular network/SMS gateway bridge Base station subsystem Base station subsystem
- 50. Service Setup Requirement Space for Server Setup Specific technical Support team Servers Server Connectivity Database Software & Hardware Back Up Plan SMS gateway
- 51. Specification of Requirements Hardware - PC - Server - Switches - Router - UPS - Data Disks
- 52. Cont…. Software - Database Software - Server OS - Application Software - Backup Software
- 53. Risk Reducing Server Downtime Database failure Congestion Power Failure Update
- 54. Recovery Plan Technical Support team Backup Capacity monitor Regular Update & Testing
- 55. Business Continuity Plan Adding New Services on Time Providing Reliable service Capacity Augmentation Providing Service without Interruption
- 56. BlackBerry Service Service Strategy And Service Design
- 57. Service Strategy BlackBerry solutions are designed to increase the efficiency of business by providing wireless access to phone, email, browser, calendar, contacts, task lists and business applications – all of this on a single device. Target Audience: Designed for business use and targeted to corporate customers. “ with a BlackBerry you do not have to be confined to your desk. You can seamlessly and conveniently access corporate information, respond to mails, upload information anytime anywhere.”
- 58. SN Benefit Gain Means for You 1 Increased productivity (minutes per day) 57 minutes per day Get more during working hours 2 Personal time recovered (minutes per day) 43 minutes per day Achieve balance between personal and professional life 3 Increased efficiency of subordinates post BlackBerry due to enhanced workflow 38% Enhanced productivity of team Lesser time to go to market 4 Saving in turn around time for response 78 minutes per week Provide faster response times for your customers and partners
- 59. Service Portfolio Management Service Catalog- Email Voice Wireless Internet Organizer Solutions Messaging Instant Messaging
- 60. Service Portfolio Management Service Pipeline- Bluetooth ERP Application Value Added Service: mWallet, iHelp, Number Masking
- 61. Demand Management & Financial Management - Charging
- 62. Service Design Sector Nature of Application Financial Services SFA (New Account Creation), Insurance Claim & Policy logging, Workflow Approval Media In field data collection Manufacturing Services Access Production Data Logistics Fleet Management, Location Based Services Service Industry Production and Inventory data update
- 63. Service Catalog Management Service catalog is reviewed and updated periodically upon modification / addition of any service. Dependencies between services are recorded in detail. Services are designed according to the customer’s need.
- 64. Service Level Management Operation Level Agreement: With Networking team Underpinning Contract: With BlackBerry supplier. Service Level Agreement:
- 65. Supplier Management BlackBerry Device BlackBerry Enterprise Server
- 66. Capacity Management Performance monitoring Workload monitoring Application sizing Resource forecasting Demand forecasting
- 67. Availability Management Agreement statistics Availability – agreed service times, response times, etc. Number of incidents raised, response times, resolution times. Costing Details – charges for the service, and any penalties should service levels not be met.
- 68. IT Service Continuity management Backup Plan Regular testing of network
- 69. Information Security management Penetration Testing Vulnerability Assessment Security key management
- 70. THANK YOU