Service Impact & Service Management for improving Customer Experience. Paul Fleuren - Vodafone Netherlands

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1 Service Impact & Service Management for improving Customer Experience Paul Fleuren - Vodafone Netherlands April 2016

2 Introducing Vodafone-NL

Key figures Vodafone-NL Oct 1 st Dec 31 th 2015 438,6 M SERVICE REVENUE +0,2% 25,30 REVENUE PER CUSTOMER -0,7% 5.064.

3 Key figures Vodafone-NL Oct 1 st Dec 31 th ,6 M SERVICE REVENUE +0,2% 25,30 REVENUE PER CUSTOMER -0,7% CUSTOMERS -2,2% >95% 4G COVERAGE >150 4G+ cities 8441 TB DATA USAGE +43,3% growth 69,9% SMART PHONE PENETRATION 6,8% growth

4 Introducing Operations

5 Technology Operations Managing internal and external factors and reputation

6 Customers & Services view in Vodafone-NL Technology Node Monitoring & Fault Management in Shared Service Centres

7 Customers & Services view in Vodafone-NL Technology Service Management bridging the gap! Node Monitoring & Fault Management in Shared Service Centres

8 Current Technology Operations in Vodafone-NL All Network Fault Management in Global Danubius NOC 24/7 Front-Office Core, IP 24/7 Front-Office Radio Access Network, Transmission All Back-Offices (Core, RAN, TX, IP, Data, Messaging, NMS, IMS) All Service Management in Vodafone-NL 24/7 Service Management Centre Front-Office Service Management Centre Back-Office ITIL process management Technology Chain Management One Operations No operational split between Network and IT 24/7 Active testing 24/7 Online testing 24/7 Passive Probing Daily 6am Service Status Message 24/7 Incident Communication 24/7 Escalation Management Tooling & Processes Flexible Tooling support Prevention

support Prevention Active Testing: 600+ Voice services scenarios 350+ Data services scenarios 200+ IT services

9 Current Technology Operations in Vodafone-NL 24/7 Active testing 24/7 Online testing 24/7 Passive Probing Daily 6am Service Status Message 24/7 Incident Communication 24/7 Escalation Management Tooling & Processes Flexible Tooling support Prevention Active Testing: 600+ Voice services scenarios 350+ Data services scenarios 200+ IT services scenarios Passive Probing:750+ alarms on C7 transactions Voice and Data services Online Testing: 100+ Digital Services transactions 9

10 Ensuring High Quality Services Operational Excellence Technology Chain Management NL Service Quality Interface to Engineering Availability Global D-NOC Romania E/// Performance Management Performance Management Node Fault Management Global D-NOC Romania Incident Management Service Management Centre NL Corrective & preventative maintenance E/// Field Services

11 Network & IT Stability Detection and Pinpointing Number of Critical (P1) and High (P2) incident last 7 years in Vodafone-NL High incidents Critical incidents Jul/06 Jan/07 Jul/07 Jan/08 Jul/08 Jan/09 Jul/09 Jan/10 Jul/10 Jan/11 Jul/11 Jan/12 Jul/12 Jan/13 Jul/13 0

12 Bridging Service Impact with NetExpert in Vodafone NL

13 Service Management in Vodafone NL Incident Management Real-time view of incidents Service Management Center owns ALL tickets Change Management Impact and risk analysis in Change Advisory Board Real-time impact analysis Communication to customer Information Management Ticket creation & impact analysis Internal & external communication

Service Management in Vodafone NL SMC manages impact of services, more so than faults, 24x7 SMC builds bridges between silos by analyzing network elements of

14 Service Management in Vodafone NL SMC manages impact of services, more so than faults, 24x7 SMC builds bridges between silos by analyzing network elements of heavily impacting services SMC feeds the data into the service modeler from different supplier sources:. Active Testing Passive Probing Customer Affecting Fault Management

indicate the level of severity, highlighting the root cause and providing SMC-operators direct access to all causes

15 Use Case 1 - Reduction of Root Cause Detection Time and Effort 1 The Challenge: Customers expect a quick resolution of issues to ensure impact is kept low Corporate customers expect SLAs to be met The Solution: The tool uses colors to indicate the level of severity, highlighting the root cause and providing SMC-operators direct access to all causes Results Achieved: The time required in the past to assess several different NEM-systems for a root cause has been reduced to almost zero

Use Case 2 Clarification on Overall Impact 2 The Challenge: Understanding the service degradation for end customers The Solution: Using the knowledge about the relationship(s) of elements, we modeled

16 Use Case 2 Clarification on Overall Impact 2 The Challenge: Understanding the service degradation for end customers The Solution: Using the knowledge about the relationship(s) of elements, we modeled dependencies and automated the assessment of the Service Degradation / Impact Results Achieved: Today the SMC receives overview on most impacted customers, products, areas. This reduced the assessment efforts of the overall impact to less than one minute for almost all cases

Use Case 3 Enhanced Prioritization of Tasks 3 The Challenge: Ensuring we can focus on higher financial service degradation impacts first The Solution: Automating the assessment of the impact by

17 Use Case 3 Enhanced Prioritization of Tasks 3 The Challenge: Ensuring we can focus on higher financial service degradation impacts first The Solution: Automating the assessment of the impact by having the knowledge of relationship(s) between elements, the most critical issues (most costly for provider) are identified Results Achieved: This information allows service engineers to focus on the right priorities resolving and communicating business impacting incidents first

18 Use Case 4 Reduction of Dispatch Time The Challenge: The SMC needs to dispatch tasks to technical resolution teams with all necessary information The Solution: The impacted customers, products, services and elements are automatically added to the Trouble Ticket along with the root cause description Propagate Updates made in Remedy Remedy Status and Details of Impacted MO(s) 4 Results Achieved: No typos anymore. Data in Trouble Ticket system is consistent Service Modeler

Use Case 5 Improving Communication 5 The Challenge: Everybody wants to have appropriate information at hand in 60 sec The Solution: The Trouble Ticket system is provided with the list of impacted

19 Use Case 5 Improving Communication 5 The Challenge: Everybody wants to have appropriate information at hand in 60 sec The Solution: The Trouble Ticket system is provided with the list of impacted customers. Within the Trouble Ticket system all communication details to the audience is preloaded Results Achieved: Uniform way of communicating to corporate customers / subscribers. Message is sent to impacted customers only We are ready to communicate in minutes

Lesson: How to Make End-to-End Service Assurance Work & Break Down Team Silos 2 3 Avoid Passive Members: Engage User Groups: Key Users Stakeholders Supporters Create

20 Lesson: How to Make End-to-End Service Assurance Work & Break Down Team Silos 2 3 Avoid Passive Members: Engage User Groups: Key Users Stakeholders Supporters Create Role Descriptions Share Responsibility No Added Value Waste of Time 1 Choose Active Members: Create Ambassadors Look for Drivers Encourage Discussions Drive Improvements

21 Tested Services WCB Femto Vodafone Office Voice Faxination CS Data Wireless Office IVR Voice DNS Bundle Query MMS MVNO ISR SMS CGA Inbound Roaming WTV OneNet 1.2 CSFB Corporate Net over IP Fixed-Mobile subsitution Tarief op Reis Data Interconnect T-Mobile Lost Call Service Virtual national Roaming VM Message Stores Vast op Mobiel Interconnect KPN OneNet 1.5 Voice Mail CBBS

22 Active Testing in Vodafone-NL Active tests a day Active tests per hour 7000 Active tests a minute Network Specific MSC, SGSN, MGW, BSC, RNC, MME, SMS- Router. Just Tooling? From Nice to Have to 24/7 Need

23 Real time view

24 Visit Service Management Centre

25 Live view on Vodafone-NL Operations Global Danubius-NOC RO Bucharesti 25 Service Management Centre NL Maastricht

26 Live view on Vodafone-NL Operations 26

27 Live view on Vodafone-NL Operations NetExpert GUI

28 Live view on Vodafone-NL Operations

29 Questions

30 Backup

Service Management and need for Service Monitoring Movement in the operational business: In the past, focus was on element and network management Services became more complicated: (re)-using all kind

31 Service Management and need for Service Monitoring Movement in the operational business: In the past, focus was on element and network management Services became more complicated: (re)-using all kind of nodes in many services Outsourcing parts of Network Buy-in of Managed Services With SMC: pro-active incident handling With SMC: no finger pointing between vendors To be as close as possible to the customer experience 1. Thinking-shift from element/network focus to service/customer focus 2. Local thin skin around outsourced activities

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