Total Network Solutions

Total Network Solutions (TNS)
A fully integrated network and infrastructure
monitoring and management service

Presenter name | Date (Arial Regular 16pt)

© 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and
TATA are trademarks of Tata Sons Limited in certain countries. www.tatacommunications.com | @tata_comm

Total Network Solutions Value Proposition


Customer benefits

Cost Optimization Process Optimization Business Transformation
Large inspection company Large insurance company Large SI
UC solution on customer provided “Manager of managers NOC” Managed Voice for business delivery
MPLS network and process optimization
Large shipping company
Large marine systems company Large media house
Managed Network Services with
IP telephony solution on Cisco – Third party provider-network managed DC components
interop with customer’s existing management and load balancing
Alcatel Lucent boxes

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TATA are trademarks of Tata Sons Limited in certain countries.

Lifecycle management


Lifecycle management

Plan and design Vendor Evaluation Capacity Management Build Process/ PMO

New Product Introduction New Technology Introduction

Migration Planning

Technical Assistance
Center (L3 NOC) Network Engineering Program Management

Fault Ticket
Management (L2 NOC)
Vendor Management

Services Operation
Center (SOC)
Order Management

Helpdesk
(L1 NOC)
Reporting

Operational
handover Migration

Disconnects
6

Total Network Service portfolio


Portfolio of Services

Network Engineering Service Assurance Service Fulfillment

• RFP preparation • L1 Helpdesk • Migration
• Vendor evaluation • SOC • Access
• Network planning & • L2 NOC Rationalization
design
• L3 NOC • Access Management
• Capacity
• Order Management
management
• Feasibility
• Build PMO
• Provisioning
• Disconnects


Total Network Services Stack


END USER

1 Web interface 2 Proactive alerts (mobile/ email)

CUSTOMER MANAGEMENT
Total Network Services stack

3 Network MIS 4 Security MIS

V A L U E A D D E D S E R V I C E L AY E R

5 Network optimization 6 Capacity management 7 Project management

8 9 Field level support 10 Asset management
Application monitoring

O R C H E S T R AT I O N L AY E R
11 Network monitoring 12 Incident management

13 Fault management 14 Scalable network 15 Helpdesk

16 Network monitoring software 17 Security monitoring software

C O M P O N E N T L AY E R
19 TCL 20 Other SP 22 CPE 23 Security 24 IT

• MPLS/ • Access • Routers • Firewall • LAN
• Network • MPLS • VPN • Desktops
• Access • Switchers
• Network • Encryption
10

It’s about…


Technical expertise on routing, Continuous service improvement
MPLS, QoS, traffic engineering, framework

Tool expertise on Metasolv,
Migration process framework
Cramer, Viznet, Remedy, Opnet

Device expertise on routers, People Process Project management framework
switches, firewall

Problem, change, event, capacity,
Process expertise on incident management framework
network, SD, SA, integration, mig
ration experience of 2 -10 years
700+ Certified on Cisco, Juniper Knowledge management
Tools framework
Vendor expertise on
ALU, Nortel, Cisco, Juniper, amo
ng others

SIA and NIA tools to proactively
monitor and manage deployments

Deployments of Monolith,
Tools include both COTS and
Remedy,Nimsoft, Cacti, Nagios,
Bespoke elements
Rancid, SFDC
12

Total Network Service – Case study I


Service Assurance for a European Customer
Page 1

Objective Challenges
Consolidation of two separate NOCs being • Lack of stable service assurance process; no
operated out of two different locations into a pro-active monitoring
single NOC, followed by running the day-to-day • Lack of well-defined SLAs & standard
operations of the NOC processes resulting in sub-optimal performance
• High cost of operation
• High operational complexity and minimal
control on NOC activity

Project Scope
• Phase 1: Design of consolidated NOC
[Voice, Tx & Data] – 2 Months
• Phase 2: Consolidation of NOC operations
[Voice, Tx & Data] – 1 Month
• Phase 3: Operate NOC onshore – 6 Months
• Phase 4:NOC operation from offshore (India)


Page 2

Vendors & Platforms Tools Size & Duration

• Technologies: EMS: • Team Size: 18
Voice, Data, Transport • Voice: WINFIOL, IEMS, MCP,
Telnet, Jetcraft, CLI manager, • Duration: Ongoing from
• Platforms: Nortel AXD 301 mgmt system, 2010 onwards
(DMS100, CS2K), Erics MAPCI
son • Data: NEWBRIDGE,
(AXE10), Cisco, Juniper COPPERVIEW, NETMAN4K,
TACACS, HARRIS Tester
• Tx: PRESIDE, OMEA,
DEVICE MANAGER, LCT,
Bespoke fiber management
tool
NMS
• Groundwork (Consolidated
alarm management)
Others
• Clarify, Change management
tool, Bespoke OSS, IT ticket
management tool

15

Page 3

KPIs & SLAs Key Achievement & Results

• Number of tickets received and resolved • >90% of the tickets resolved by NOC without
escalation to technical operations
• Number of tickets proactively raised and
resolved based on severity • Advanced and consolidated NOC with reduced
MTTR
• Number of tickets escalated to technical
• Stable service assurance process based on
operations for L3 support
eTOM standards: Use of proven methodologies
/frameworks like BPM, SIPOC, FMEA, RACI to
• Number of tickets solved in SLA without design and develop the NOC processes
escalation to technical operations
• Reduction of faults from 700-800/ month to
• Tickets raised <15mins of the occurrence of 100/ month through preventing re-occurrence
the alarm by designing effective, corrective and
preventive action to ensure redundancy in all
• 3rd party follow-ups as per agreed time lines elements

• Identification of singular failure points and
plugging the same

16

Total Network Service – Case study II


Case Study - Large ITES Company
Page 1

From Steps To

• Complex Voice and Data • Mapping existing • Meet existing standard of
Network deployment/ processes management
• Global Security Standards • Planning Sheet • Framework for Service
• In-house management Improvement
• Rebadging of key
• Expertise retention a resources • Optimization from day one
problem • Transition • Resource independence
• Service Improvement • Risk Mitigation
reached peak
• Tool deployed but not
optimized

• Bringing cost efficiencies
• Optimization – Service SLAs, Process
• Expertise guaranteed over lifecycle

18 18

Case Study - Large ITES Company
Page 2

Sales Engineer (SE) Technical Design Team
Technical Owner

3rd line technical support
LLD
Customer Requirements Migration
Solution Proposals
SDD
High Level Design
Feasibility

Before Contract
Through out Lifecycle
negotiations start Service Delivery complete

Design lifecycle

Contract Signature
Technical Ownership passes to Tech Design Team
Solution Design Document (SDD) – Technical Deliverables

19

Project Organisation

Project Manager
Head of Service
Delivery
Help Desk Service Manager
Account Manager

Technical
Ordering & Planning & Installation &
Design
Provisioning coordination support
Engineer
Solution Architect

Customer facing team
• The Project Manager is in charge of the overall project delivery as per the contract terms
• The Technical Design Engineer drive the detailed design of the solution
• The Service Manager support customer with operational needs
Support teams
• Ordering & Provisioning team in charge of purchase orders and resources allocation
• Planning & coordination team in charge of the onsite delivery organisation
• Installation support team in charge of remote configuration and acceptance tests
• Helpdesk which support post migration service assurance

20

Project Management
Page 4

Initiation Design & Execution Controling & Closure
Planning monitoring
ASD Project Management
Project Planning
Inputs

Project Stage Risk, Issue & Organisation
Project Charter
Gate Document Assumption Log Process
Assets
Delivery Lead
Service

Update Project
Stage Gate
No Yes Stage Gate
Approved?
Document
Manager
Project

To Execution,
From Initiation
Develop Planning Yes Monitoring &
Hold Customer Arrange Stage
Stage Controlling
Kick Off Meeting Gate Review
Documentation
Manager
Quality

Complete
Documentation Audit OK?
Audit
Manager
Change

No
Technical

Authority
Design

Perform Due
Diligence

Outputs

Project
Customer Kick Off
Meeting Minutes
Risk, Issue &
Assumption Log
Management Plan ASD Tracker
Technical
Documentation
Project Stage
Gate Document
Documents
21

Transformational Framework
Page 5
Steady State
Learning Phase (continual Improvement)

• Service Efficiency Improvements
• Proactive process improvement
• Information Gathering • KEDB process improvement
• LLD • Process automation for productivity
Productivity

• Reactive ticketing Analysis improvement
• KEDB process set-up • Collaboration & Problem solving with
• RCA for frequent occurring vendors/ Partners
faults
• SLA Adherence Tracking Reduction in Events , Tracking for tickets in SLA
• Standardization, specialization, and
methods improvements
• Resource efficiency improvement
• Technology Driven automation
• Shared experience effects
Deployment of • Process reengineering
Experienced
Domain & Learning Curve
Process Experts
Time

23

Typical NOC delivery model
Customer Help Desk Page 6

• Change • Notify incident •Resolution confirmation
• Information • Status updates • RFO
• Incident •Troubleshooting • Planned Work
• Site check, site access request • Service reports
• Escalation
• Incident reports
• RCA
TCL Operations Reporting
Customer
Continuous Service Improvements

Management Team

Change Mgmt. Service
Manager

Liaison with OEMs & SPs Event mgmt. Customer Eng &
Escalation Ops Team
Capacity
Proactive Incident Problem MACD Mgmt.
Monitoring Mgmt. Mgmt.

MACD,
Proactive
Network
Network
Config Changes
Monitoring OEMs / SPs

Customer WAN Network

24

Typical Service Management Activities
KPI’s to be defined Page 7

Incident Problem
Monitoring SLA Management
management Management

• Single point of • Restore services • Detection and • SLA measurement
contact for • Manage logging including and reporting
business unplanned pro-active • Service
• Monitor outages monitoring improvement
incidents and • Identification, • Categorisation and
service requests logging and prioritisation
• Provide the first categorisation • Create known
time fixes at • Prioritization error database
point of • Progression
contact, where • Investigation and
diagnosis through final
possible closure
• Record changes • Technical and
hierarchical • Root cause
• Handle escalation Analysis
Complaints
• Recovery and
• Provide Status resolution activity
updates
• Incident closure

25

Total Network Solutions

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