Page 436 - Handbook of Modern Telecommunications
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Network Management and Administration                                     3-227

            3.9.1  Objectives of Sensory Monitoring Systems

            According to the TeleManagement Forum (TMF)’s SLA Management Handbook [TELE05], the three main
            sources of service performance information are network measurements, customer interviews, and customer
            complaints (service center calls). While service center calls can and should be tallied as a retrospective
            means for tracking service quality, the only of the three sources that offers the opportunity to proactively
            assure services is network measurement, or more broadly, service delivery infrastructure measurement.
              Sensory networks are defined here as groups of tools and technologies that either actively or passively
            test, sample, and/or measure the current activity in a communications service delivery environment.
            The emphasis here is on monitoring of the live services network, as opposed to test and measurement
            systems, which are used during manufacture, lab test, or initial deployment of such environments.
            Where deployed, sensory networks can play a key role in many operational/functional domains within
            Operational and Business Support Systems (OSS/BSS). Using the Telemanagement Forum’s Telecom
            Applications Map [TELE07] as a guide, sensory networks directly underpin the following service assur-
            ance areas:
              •   Resource status monitoring
              •   Resource performance monitoring/management
              •   (Resource) Correlation and root cause analysis
              •   Service performance management
              •   Service quality monitoring and impact analysis

              Sensory networks can also contribute indirectly to a broad range of other BSS/OSS functional areas
            within the broader categories of service fulfillment and assurance, including:
              •   Resource problem management
              •   Resource planning/optimization
              •   Resource design/assign
              •   Service design/assign
              •   Service problem management
              •   Customer contact management, retention, and loyalty
              •   Customer self-management
              •   Customer QoS/SLA management
              •   Customer service/account problem resolution
              •   Product performance management
              With such broad potential impact, sensory systems hold great promise for improving the operational
            efficiency, cross-functional collaboration, service integrity, and ultimately, customer retention and ser-
            vice revenue growth.


            3.9.2  Challenges of Monitoring
            There are several significant hurdles to be faced when considering, designing, and commissioning a sen-
            sor network strategy. In particular, prudence dictates that sensor networks not be created for each and
            every individual service or delivery technology, and so any approach needs to accommodate as many
            existing and potential services and technologies as possible. As noted above, these networks should be
            able to contribute to a broad range of operational needs and objectives, and hence they should receive
            proper attention as long-term, service-protecting investments that will provide significant returns on
            investment via long-term customer satisfaction (and hence retention) and higher levels of sustained
            adoption of high-value next-generation services.
              Following are some of the more significant technological and domain-specific challenges faced when
            planning a sensory network.
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