Comprehensive reference to successful service design for the telecommunications industry Telecommunications companies operate in increasingly competitive environments. The companies that survive and excel are those offering the most compelling range of products and services. These services are complex since they touch all aspects of business. Service design and implementation skills are therefore the key for staying on top of the competition. Successful Service Design for Telecommunications provides a comprehensive guide into service design and implementation. The author provides a consistent approach to designing scalable and operable processes that can be used when designing a variety of technologically based services; offering concepts, principles and numerous examples that the readers can easily adapt to their technological environment.
Key features: Defines what telecommunications services are from business, technical and operational perspectives Explains how telecommunications services can be implemented, including implementation strategies for both new service introductions and enhancements to existing services The principles and management processes described can be used on all telecommunications services (fixed, mobile, broadband and wireless) and technology (e.g. IT and Internet) based services Includes references to the current best practices and industry standards and complements the eTom and the OSS/ BSS models proposed by the TeleManagement Forum Features numerous real-life scenarios and examples to support the discussion on the key concepts of service design This book will be of interest to managers, service designers, project managers, IT professionals, operation managers and senior executives who work in the telecommunications sector. University students studying telecommunications, IT and service science courses will also find this text insightful.
Sauming Pang, MFY Ltd, Hong Kong Sauming Pang is Marketing Manager of i-D eyes optical for MFY Ltd. She has of hands-on experience throughout the software and service development life-cycle in the telecommunication industry, having previously worked for Energis Communications Ltd and BT in areas such as Product & Services Development, System Integration and Verification & Testing. A Chartered Engineer (CEng) Sauming Pang is also a member of the Institute of Engineering & Technology (IET), British Computer Society (BSC) and the Hong Kong Institute of Engineers of which she was the Hon. Treasurer (UK Chapter) 2003 - 2005.
Chapter 1. Introduction. 1.1 Who is this book for?. 1.2 Structure of the book and who should read which chapter 1.3 Definitions. Chapter 2. What is Service Design?. 2.1 What is a service?. 2.2 What is the difference between a service and a product?. 2.3 Service vs. network capabilities. 2.4 What are the difference between a service and an application?. 2.5 Intra-domain vs. Inter-domain services. 2.6 What is Service Design and what is the role of a Service Designer?. Chapter 3. Service - a Business Perspective. 3.1 Pre-conditions for service design. 3.2 Business requirements. 3.3 Market or marketing requirements. 3.4 Reporting requirements. 3.5 Security requirements. 3.6 Functional requirements. 3.7 Network planning requirements. 3.8 Non-functional requirements. 3.9 Regulatory, licensing and legislation considerations. 3.10 Financial constraints. 3.11 Physical location and space of network equipment and systems. 3.12 Service description template - a service description that fully defines the service 3.13 The success criteria for a service. Chapter 4. S ervice Design Process. 4.1 What are they key steps to develop new services and service enhancements?. 4.2 How should the process link to business approvals at various Phases of the development? 4.3 Organizational changes and structure required to develop new services. 4.4 Resource requirement for designing services. 4.5 How you can use the service development process for one off customer requests? 4.6 Programme management structure. 4.7 Documentation and control structure for Service Design. Chapter 5. Service Design - What needs to be done. . 5.1 Performing rapid impact analysis. 5.2 Performing feasibilities studies. 5.3 Design and develop. 5.4 Implementation and test 5.5 Service launch and operate. 5.6 Service withdrawal Chapter 6. Service Building Blocks. 6.1 The Building Blocks. 6.2 Conceptual network architecture for fixed and 3G mobile services. 6.3 Interactions between the network and the support systems. 6.4 System functions required for all services. 6.5 Operational support processes for all services. 6.7 Summary. Chapter 7. Network Design and Development 7.1 Network requirements. 7.2 Technical network considerations. 7.3 Service network design. 7.4 Network security. 7.5 Network Inventory. 7.6 Capacity planning, network planning and optimisation. 7.7 Service configuration in network elements. Chapter 8. System Functions and Development Systems requirements and methodology. 8.1 Inter-relationships between the functional areas in the systems domain. 8.2 Customer creation, order management and service termination. 8.3 Customer network provisioning and network termination. 8.4 Customer service provisioning (including moving, additions and changes) 8.5 End users creation and order management 8.6 End user network provisioning. 8.7 End users' service provisioning, service control (esp. in QoS based services) and service termination 8.8 Billing, charging and rating. 8.9 Service accounting, revenue reporting, OLO bill reconciliation and revenue assurance 8.10 Fault management 8.11 Network management (monitoring and collecting events from the network) and service management 8.12 Performance management 8.13 Capacity management, traffic management and network planning. 8.14 Reporting. 8.15 System support and management Chapter 9. Operational Support Processes. 9.1 Sales engagement processes. 9.2 Customer service processes. 9.3 Service and network provisioning. 9.4 Service management processes. 9.5 Network management and maintenance processes. 9.6 Network traffic management, network capacity management and network planning processes 9.7 System support and maintenance process. 9.8 Revenue assurance processes. 9.9 Process mappings to eTOM model Chapter 10. Implementation Strategy. 10.1 What is implementation?. 10.2 What is implementation strategy?. 10.3 Why do we need an implementation strategy?. 10.4 What are the steps and approach to take when defining an implementation strategy? 10.5 Implementation strategy example. Chapter 11. Service Integration and Service Launch. 11.1 Service Integration Model 11.2 Service Integration Strategy. 11.3 Test Environment vs Live Service Environment 11.4 Post Service Launch Reviews. Chapter 12. Service Withdrawal, Migration and Termination. 12.1 Service Withdrawal 12.2 Service Migration. 12.3 Service Termination. 13 Glossary. 14 References. 15 Index.