Nextel Brazil Obtaining Competitive Advantages

Presentation at BMC Engage 2015.

Transcript

1. © Copyright 9/14/2015 BMC Software, Inc 1 Michel Fernandes, Nextel Brazil OSS Project Manager 09/11/2015 Obtaining Competitive Advantages through Advanced Services and Automation Management
2. © Copyright 9/14/2015 BMC Software, Inc 2 Icaro Technologies Luiz Grasso Account Manager
3. © Copyright 9/14/2015 BMC Software, Inc 3 Agenda 1. Nextel Brazil Who we are and key challenges to Network Operations 2. Automations for Efficiency & Standardization Software Based Network Operations Center 3. Benefits Major gains including customer perspective 4. Next Steps Move forward using Big Data Analytics insights
4. © Copyright 9/14/2015 BMC Software, Inc 4 Nextel Brazil Who we are and key challenges to Network Operations
5. © Copyright 9/14/2015 BMC Software, Inc 5 Brief Background Iden Network Launched PTT Corporate Customers 3G Network Launched Corporate & Individual Customers HPPTT 4G Network Launched Complementary Roaming PRIP App 2011 1997 2012 2013 2014 2015 Voice Centric Data Centric Colaboration/User Centric
6. © Copyright 9/14/2015 BMC Software, Inc 6 Insourced Operations Outsourced Operations Short History Established Iden Network Launched PTT Corporate Customers 3G Network Launched Corporate & Individual Customers HPPTT 4G Network Launched Complementary Roaming PRIP App 2011 1997 2012 2013 2014 2015
7. © Copyright 9/14/2015 BMC Software, Inc 7 Fast Paced Growth • Over than 2,1 MM 3G customers (record sales in 2014,2015) • ARPU continuous increase (+50% in 2014) • Best 3G network awarded by Anatel (regulatory) • 2nd Liquid additions in major cities (São Paulo and Rio de Janeiro)1 • 3rd Liquid additions in Brazil1 1According to Teleco Consultancy (www.teleco.com.br)
8. © Copyright 9/14/2015 BMC Software, Inc 8 Automations for Efficiency & Standardization Software Based Network Operations Center
9. © Copyright 9/14/2015 BMC Software, Inc 9 Automation is no longer an option Network Size & Complexity Resources Resource Gap
10. © Copyright 9/14/2015 BMC Software, Inc 10 Replacement of manual activities Use of tested procedures by the specialists and manufacturers Less human intervention for trivial and medium complex events Increase network size & complexity keeping the same head count Release specialists from repetitive tasks to refined activities Network Changes scheduled & automated Operational high costs and competitive market force carriers do more with less Keep fast-paced growth of network technology & value added services (VAS) Flexibility to integration on industries standards (SOA, Rest) Fast customization & deployment Standardization & Efficiency Cost Saving Time-to-Market Automation is no longer an option
11. © Copyright 9/14/2015 BMC Software, Inc 11 Advanced Support Network Operations Center Field Ops Move from Standard OSS Ecosystem… Registry & Follow-Up Manual Dispatch Network Elements Alarms & Informative Events Recovering & Diagnosis 100% Manual Routines Workforce Management Fault Management Remedy Service Management Centralization & Correlation
12. © Copyright 9/14/2015 BMC Software, Inc 12 Software Base Network Operations Center Advanced Support Field Ops Network Elements … to First Class OSS Ecosystem Fault Management Centralization & Correlation BAO Orchestration Recovering & Diagnosis Remedy Service Management Registry & Follow-Up Workforce Management Automatic Dispatch Analytics Alarms & Informative Events Maturity 90% Automatic Routines + Certification
13. © Copyright 9/14/2015 BMC Software, Inc 13 Remedy ITSM Centralized Access SLA & Audit Trail Full life cycle of a new product or service, starting with a request for information and project (Service Request), deployment (Change) and production monitoring (Incident/Problem). Integrated Departments & ITIL Compliance Marketing Quality of Service Engineering Deployment Production Planning Regulatory Information/Project Operational & Executive Dashboards C I P I NOC & Field
14. © Copyright 9/14/2015 BMC Software, Inc 14 Due to network deviations on traffic sometimes is required to balance the number of Radio Base Station (RBS) for each Controller (RNC). Network Changes: Rehoming Ops RBS RNC A RNC B RBS RBS RBS Rehoming
15. © Copyright 9/14/2015 BMC Software, Inc 15 Due to network deviations on traffic sometimes is required to balance the number of Radio Base Station (RBS) for each Controller (RNC). Network Changes: Rehoming Ops RNC A RBS RBS RBS RBS RNC B
16. © Copyright 9/14/2015 BMC Software, Inc 16 Automation of Rehoming configuration aiming cost reduction, full audit trail, fast configuration & rollback procedures. Less Human Intervention: More Efficiency & Control Configuration Management BAO Orchestration Remedy ITSM Change Request Fault Management
17. © Copyright 9/14/2015 BMC Software, Inc 17 Set of procedures and diagnosis conducted by specialists in order to check key parameters in network equipment to avoid future failures, running every day. Network Health Check Actions Incident Problem Specific Procedure Network Equipment Management
18. © Copyright 9/14/2015 BMC Software, Inc 18 Remedy ITSM BAO Orchestration BAO Orchestrator has the key role of identify all procedures required, execute each task, and the end, open or update incidents or problems. Automated Network Health Check Actions Incident Problem Specific Procedure Network Equipment Management
19. © Copyright 9/14/2015 BMC Software, Inc 19 Remedy ITSM BAO Orchestration BAO Orchestrator has a key role to understand which alarms can be recovered, diagnosed or even dispatch based on first combat procedures. Full Automation: Event Analysis & Recovery/Dispatch Procedures Library Alarm Event MML Interactions Incident WFM Dispatch Recover Successfully Full Diagnosis C C
20. © Copyright 9/14/2015 BMC Software, Inc 20 Benefits Major gains including customer perspective
21. © Copyright 9/14/2015 BMC Software, Inc 21 The system structure of Remedy ITSM and BAO Orchestrator allowed the first deployment less than 3 months. Fast Deployment & Integration Remedy ITSM Deployment 2.9 Months Remedy ITSM & WFM Integration 1 Month Remedy ITSM & Fault Management (FM) Integration 1 Month BAO Orchestrator Deployment 1 Month BAO Orchestrator & FM & ITSM Integration 1 Month
22. © Copyright 9/14/2015 BMC Software, Inc 22 Automatic Actions as New Standard 0 200 400 600 800 1000 1200 Using interface flexibility enabled to work in 2 phase automation strategies: • Open & Certificate event alarms which does not require recover & diagnosis procedure • Open, Recover, Diagnose & Certificate event alarms with intelligent procedures associated. ~ 6 Months BAO Deploy M A
23. © Copyright 9/14/2015 BMC Software, Inc 23 3% 97% After Certification Repetitive Non-Repetitive Avoiding Repetitive Incidents 29% 71% Before Certification Repetitive Non-Repetitive Certifications tests before resolution avoid new incidents to be opened and saves significant time in chain operation activities.
24. © Copyright 9/14/2015 BMC Software, Inc 24 Cost Saving with Automation Orchestration With automated activities for Rehoming Operations, in addition to quality gains (e.g. regarding to audit, fast rollback feature, scheduling), there was gain direct by the elimination of direct costs incurred by third parties responsible for execution. $ 400K / year Cost Saving < 2 years Payback
25. © Copyright 9/14/2015 BMC Software, Inc 25 Next Steps Move forward using Big Data Analytics insights
26. © Copyright 9/14/2015 BMC Software, Inc 26 Integrated Operations Analytics Process Orchestration Automatic & Semi-Automatic Actions Service Management Incidents/Problems/Change Requests Predictive & prescriptive insights based on historical and recent data for specific action plans Deep level of automation: library for diagnosis & recovery procedures for MTTR reduction Replacement of manual activities to automatic & semi-automatic processes Establish a reliable platform ready for flexible integrations & customizations
27. © Copyright 9/14/2015 BMC Software, Inc 27 Prescriptive actions before alarm events Based on different data sources, such performance KPIs, CDR (Call Detail Records) and all historical available data, machine learning algorithms will identify events before they occur giving to operation a proper time to anticipate possible crisis and ensure user experience. BAO Orchestrator has a key role in that path since each action to check, diagnose or even recover will be conduct by its decision flows.
28. © Copyright 9/14/2015 BMC Software, Inc 28 Thank You. Michel Fernandes +55.11.94713-7305 michel.fernandes@nextel.com.br nextel.com.br