Service Quality Management (SQM)
Imagine the experience: dropped calls with an important customer this morning on your way to work, upload of company emails crashing and the download of your most valuable app taking forever. And, the next morning: on your bill you find each and every usage (attempt) being charged for. When you call Customer Care they tell you that they have not received an outage report from network operations and to please pay what was invoiced. Are you furious or simply considering the move to another provider?
Service Quality Management provides your organization with the answers: How is any particular service experienced by the user? SQM is the way to model and design a service truly end-to-end toward the purpose of understanding the user's experience consuming the service.
As of the rise of an all-IP world, SQM cannot remain segregated between the telecom and IT worlds but must be able to monitor services irrespective of any network topology (e.g. 2G, 3G, LTE, WiMax, etc.) or the IT and Internet cloud. Only then can a CSP model their services truly end-to-end and benefit fully from the IP convergence.
Key to the effective monitoring of any service is the integration of a broad diversity of raw data available to the Communication Service Provider (CSP)
- Performance data from EMS or network level performance management systems (PM)
- Systems log files (e.g. from your SMSC, MMSC or IT infrastructure)
- Customer usage data such as from Chargeable Data Records (CDRs) or any other event/session data record (xDRs)
- Network Level Fault Management systems
- Passive probes for monitoring SS7 link data (e.g. from NexusNETVIEW) or user session data from Deep Packet Inspection (e.g. from NexusSPA)
- Blackberry Enterprise Server (e.g. via SNMP and log files)
- IT server log files and application agent data sourced from the IT cloud
- Active/intrusive service testers (e.g. from NexusVERIFIER)
Of course, all this raw data sources are available today to CSPs and stemming from many different vendors and technologies; data integration must be seamless and fully automated.
Truly "Integrated SQM" must enrich all the resource-based data with critical information stemming from
- Customer Relationship Management (CRM) systems
- Billing systems
- Product and Service Catalogue systems
- IT and Network Inventory systems
- Service Delivery Platforms (SDP)
- Content Management Systems (CMS)
Features and Benefits of NexusMETER SQM module
- Powerful, highly scalable data flow integration layer
- Rich pool of pre-defined integration Plugins for abstracting the complexity of multi-vendor, multi-technology data
- Service Modeling capability for mapping seemingly disjointed data into end-to-end service quality indicators (KQIs and CEIs)
- Metric Designer for standard and customer indicator design on-the fly
- SLA module for Operational and Service Level Agreement and featuring SLA lifecycle management
- User friendly, web-based interface supporting drag-and-drop modeling, real-time analytics and dynamic reporting
- Flexible real-time alarming capabilities for proactive threshold monitoring
