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.