New generation tool to enable comprehensive SLA management - HP Universal Service Level Agreement Manager

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New generation tool to enable comprehensive SLA management - HP Universal Service Level Agreement Manager
Brochure

New generation
tool to enable
comprehensive
SLA management
HP Universal Service Level Agreement Manager
New generation tool to enable comprehensive SLA management - HP Universal Service Level Agreement Manager
Brochure | HP Universal Service Level Agreement Manager

                                                          HP’s comprehensive approach to Service Level Agreement (SLA)
                                                          management helps service providers (SPs) accelerate the
                                                          development of new operating models by ensuring that the
                                                          business impact of any service delivered to any client is now
                                                          automatically controlled with the appropriate individual SLA.

                                                          Comprehensive SLA management establishes trust and
                                                          higher value relationships
                                                          Sustaining client satisfaction with the quality of the networks, services, and applications is
                                                          turning into a critical objective for SPs. Evidence to demonstrate what SPs have explicitly
                                                          committed or are legally expected to deliver has been a requirement for long time. But rapidly
                                                          growing numbers of more diverse SLAs is now mandating a new generation of tools to enable
                                                          massive number of contracts to cope with new business models.

                                                          Historically, SLA management was addressed as part of the back-end or Customer Account
                                                          Management’s scope and SLAs were calculated and reported upon in batch mode using
                                                          homegrown solutions and significant manual reconciliation tasks. SLA management in telecom,
                                                          like in other verticals, has evolved overtime, driven by different factors such as increased
                                                          dependency of enterprise businesses on communications services, success of mobile services
                                                          in the corporate segment, growing availability of virtualized services, legal and regulatory
                                                          obligations, and the need to reduce the operational spending on SLAs. Extending the reach of
                                                          traditional quality of service management solutions and relying on new and powerful tools in
                                                          the service management space that can provide detailed information about the actual service
                                                          experience up to each individual, new generation of SLA management applications can now
                                                          leverage that information to monitor and report for business impact on each possible individual
                                                          client or provider agreement.

Figure 1.                                                        Complexity
Towards omnipresent SLAs to support a
“certified” market place

                                                                               Customer experience                   Global virtualized
                                                                               management                            market
                                                                               One to many                           Many to many

                                                                                                 2                        4
                                                                        ‘1Ms                                                              ‘100Ms

                                                                        ‘1000s                                                               ‘1Ms
                                                                                             1                        3
                                                                               VIPs / OLAs                           Clouds (computing and
                                                                                                                     storage)
                                                                               One to one
                                                                                                                     One to many

                                                                                                                                             Volumes

2
New generation tool to enable comprehensive SLA management - HP Universal Service Level Agreement Manager
Brochure | HP Universal Service Level Agreement Manager   Service providers are now more and more dependent upon their IT and Value Added Services
                                                          (VAS) departments to satisfy corporate governance objectives, deliver competitive advantage,
                                                          and meet increasing client demand for 24x7 services. Furthermore, when it comes to
                                                          outsourcing IT services, building infrastructure, or application clouds, various organizations or
                                                          entities interested in providing/consuming resources, now available “as a service,” are urgently
                                                          looking at having more comprehensive control on the actual implementation and execution
                                                          of services—embracing the full delivery chain with data centers and access networks. This
                                                          has created new requirements for the operations organizations in terms of automating SLA
                                                          management processes, instantiating SLA contracts, getting near real time visibility on SLAs
                                                          status, proactively detecting and solving SLA affecting issues, reporting on SLA achievements
                                                          and calculating business impact like time or money credits in case of SLA deviation.

                                                          For service providers working to capitalize on relationships with content providers or to develop
                                                          and nurture a community of loyal clients, the concept of insuring through industrialized
                                                          SLA management the service of the third-party application or content is required to establish
                                                          trust in new virtualized market places.

                                                          HP Universal SLA Manager solution
                                                          Solution overview
                                                          HP has leveraged its proven solutions in network and service management systems for SPs
                                                          and IT management for enterprises to build an innovative product for SLA management—the
                                                          HP Universal SLA Manager.

                                                          HP Universal SLA Manager (USLAM) is a solution that automates the management of obligations
                                                          between SPs and clients of supported services. It addresses the operational processes
                                                          associated with defining and managing the SLA compliance to client contracts as well as SLA
                                                          analysis and adjustment. The solution defines, monitors, and reports on high numbers of
                                                          SLAs and a wide range of possible SLA clauses such as time to deliver a service, compliance to
                                                          service performance objectives, or trouble resolution mean time commitments. The HP solution
                                                          provides SLA operations and SLA administration teams with the essential means to define,
                                                          maintain, and improve service quality, through a constant cycle of agreeing, monitoring, and
                                                          reporting upon service level achievements.

                                                          Once integrated with billing, client care, and other traditional management platforms, the HP
                                                          Universal SLA Manager solution:
                                                          • Automates creation, administration, and reporting for high numbers of SLAs as contractual
                                                            obligations
                                                          • Manages legal risk and change through a standardized, automated, and controlled
                                                            SLA lifecycle
                                                          • Supports Service Improvement Plan process with SLA history related data and reports
                                                          • Manages financial risks through real time monitoring and proactive penalty calculation

                                                                                                                                                              3
New generation tool to enable comprehensive SLA management - HP Universal Service Level Agreement Manager
Brochure | HP Universal Service Level Agreement Manager   HP Universal SLA Manager is certified by the TeleManagement Forum (TMF) for Frameworx
                                                          conformance to the full life cycle (Level 3) processes of the Customer QoS/SLA Management
                                                          (Level 2) core process in eTOM 8.0, and utilizing SID 9.0 for its meta model. Furthermore,
                                                          HP USLAM combines these SLA management best practices and standards with Service Level
                                                          Management capabilities as defined in IT Infrastructure Library v3 (ITIL v3), the most widely
                                                          accepted approach to IT service management worldwide. By providing a way to industrialize the
                                                          production and management of SLAs, the HP Universal SLA Manager brings down the cost of
                                                          each individual SLA, allowing service providers to start concretely thinking about extending SLA
                                                          offerings for their multiple activities to a much broader audience.

                                                          With complete and managed SLAs, a service provider retains the role of trusted supplier of
                                                          applications or contents, where the subscriber views the service offering as one exhibiting
                                                          “carrier” quality even though it comes from third parties, and is being delivered by that SP.

                                                          Solution features
                                                          The HP Universal SLA Manager solution is available as a comprehensive, open, and highly
                                                          scalable platform that is designed to standardize and automate the operations of very large
                                                          number of SLAs (several millions), drastically reducing the need for costly and error prone
                                                          manual intervention.

                                                          With one single platform for all types of enterprises, suppliers, or internal SLAs, the
                                                          HP Universal SLA Manager offers one comprehensive environment to closely track penalties
                                                          due and penalties to be collected so that you can take actions and align resources and
                                                          investments accordingly.

                                                          The key features of HP Universal SLA Manager include:
                                                          Open service and SLA repository, with SLA lifecycle management, bring standardized SLA
                                                          templates that are built in advance, with user defined and generic service models and service
                                                          metrics. Thanks to these features, the solution enables mass upload and synchronization
                                                          of SLAs. Designed to be integrated into the existing OSS/BSS/IT environment, the solution
                                                          provides open interfaces for automated, safe, and efficient data load and synchronization.

                                                          This feature offers:
                                                          • Inventory data synchronization with services, service offerings, and SLA import/export
                                                          • Rule based SLA creation
                                                          • SLA lifecycle with automated scheduling
                                                          • Holiday schedules, service hours, or contractual exclusions/exceptions
                                                          • User roles (including validation)
                                                          • Audit logs
                                                          • Audit reporting

Figure 2.
The HP Universal SLA Manager factory map
                                                          CRM and billing integration
                                                                                        Data load and workflow

                                                                                                                 Management                       Clients and                              Reporting and
                                                                                                                 dashboard                        suppliers portal                         analysis

                                                                                                                 Templates,
                                                                                                                                   Calculation

                                                                                                                                                   Calculation

                                                                                                                                                                 Calculation

                                                                                                                                                                                  Calculation

                                                                                                                                                                                                   Calculation

                                                                                                                                                                                                                 Calculation

                                                                                                                 services and
                                                                                                                                   engine

                                                                                                                                                   engine

                                                                                                                                                                 engine

                                                                                                                                                                                  engine

                                                                                                                                                                                                   engine

                                                                                                                                                                                                                 engine

                                                                                                                 SLAs
                                                                                                                 repository

                                                                                                                                                                                                                 SLA lifecycle

                                                                                                                                                                                                Access control and auditing

                                                                                                                                                 Contractual KPIs
                                                                                                                                                    Client
                                                                                                                                                 management
                                                                                                                        Products                                               Suppliers
                                                                                                                                                  Assurance
                                                                                                                        Products                 Third-party                   Clients
                                                                                                                                                 management

4
Brochure | HP Universal Service Level Agreement Manager   High volume SLA compliance calculation and reporting— the telecom scale calculation engines
                                                          compute real time SLA compliance status enabling close surveillance of all types of client
                                                          or provider SLAs. A client portal provides end-user access to predefined and automatically
                                                          scheduled reports against contractual agreements as well as on-demand analytics reports.

                                                          This feature provides:
                                                          • Unique architecture to cope with real time and high volumes
                                                          • Configurable data acquisition framework for multiple data sources integration (including
                                                            counters, tickets, and downtime types)
                                                          • Automatic support for late data arrival
                                                          • On-demand recalculation
                                                          • Data resynchronization
                                                          • Service hours, planned maintenance
                                                          • SLA breach analysis (events drill down)
                                                          • Action executors framework for customizable, automated actions, and notifications

                                                          Open and flexible architecture—based on industry standards, HP USLAM has flexible and
                                                          distributed architecture that enables easy and secure extension to accommodate new sets of
                                                          SLAs for enhanced or new services.

                                                          Thanks to open APIs, the HP USLAM platform seamlessly integrates with existing or new
                                                          management system components to collect data and trigger appropriate actions because of
                                                          SLA status or value changes.

                                                          Solution benefits
                                                          • The cross-company Standard Service Level Repository with standard rules and templates:
                                                            --Reduces number of non-compliant, non-standard contracts
                                                            --Manages increased contract volume and complexity with same staff
                                                            --Manages service level definitions in one place with enterprise specific SLA calculation and
                                                              business impact calculation rules
                                                            --Enables better auditable process
                                                          • The ability to capture, store, and maintain successive approved versions of SLA contracts:
                                                            --Lowers risks and costs associated with traditional, paper-based SLA management
                                                            --Improves time to value for new or renewed SLAs
                                                            --Enables better auditable process
                                                            --Improves SLA accessibility and visibility across the organizations

Figure 3.
Discover, monitor, analyze, and report on SLAs
with HP Universal SLA Manager

                                                                                                                                                            5
Brochure | HP Universal Service Level Agreement Manager   • The continuous calculation of real time SLA status, SLAs compliance, and business
                                                            impact values:
                                                            --Provides accurate SLA calculation from multiple application and business systems
                                                            --Reduces cost for efficient calculation of high volume of commercial and operational SLAs
                                                            --Enables proactive corrective actions to avoid estimated business impact like remedy costs or
                                                              service level credits
                                                            --Reduces client arguments with support of manual SLA adjustment and automatic calculation
                                                              of contractual exceptions
                                                          • The SLA status change notification and automated action triggering allow to:
                                                            --Communicate accurate information in real time to the appropriate organizations
                                                            --Automate escalations based on SLA values and properties
                                                            --Integrate smoothly into existing operational data flows
                                                            --Have users self-subscribing to alerts and notifications
                                                          • Committed and validated SLAs reports, with secure access, allow to:
                                                            --Provide consistent and improved communication process with end-clients
                                                            --Save time and effort, reduce errors in client reporting
                                                            --Provide contract parties and management with SLAs business data and dashboards with
                                                              current and historical service level performance
                                                            --Support customizable analytical reports on service level performances for service, clients,
                                                              contracts, service offerings, and more
                                                            --Automate massive production and communication of contractual reports

                                                          Client use case examples

                                                                                                                     Example 2
                                                                      Example 1

                                                            Wireline communications service provider
                                                            Business challenges and objectives
                                                            • Demonstrate compliance to fair competition regulations
                                                            • Increase market offering and enterprise client loyalty with service
                                                               guarantees for small and
                                                               medium business (SMB) clients
                                                            • Extend SLM market reach with support of millions of SLA clauses

                                                            How we help with HP USLAM solution to provide:
                                                            • High scale calculation engine
                                                            • Mass end-user reporting with automated publisher
                                                            • Integration with complex existing OSS environment
                                                            • Automatic creation of SLAs on service activation

                                                            Benefits
                                                            • Proactive monitoring capability thanks to real time status
                                                            • End-user detailed contractual reports
                                                            • Automated notification on incidents

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Brochure | HP Universal Service Level Agreement Manager
                                                          Solution neighborhood
                                                          HP Operations Support System (OSS) solutions help communication service providers solve
                                                          business problems related to managing their clients’ experience and the operations of network
                                                          and services through optimizations targeting organizations, processes, and software tools.
                                                          HP OSS solutions are built on our over 20 years of experience deploying OSS solutions at
                                                          several hundreds of leading operators worldwide. Uniquely, we offer true one-stop shopping
                                                          for a complete, integrated OSS Assurance and Fulfillment Solution, from end-to-end business
                                                          transformation governance, to solution design, software, hardware, and integration through
                                                          delivery and ongoing support.

                                                          In addition to the HP Universal SLA Manager, the HP OSS solution portfolio includes:
                                                          OSS Assurance Solutions
                                                          The integrated HP OSS Assurance Solutions provide visibility of the client experience and
                                                          its relation to the health of the telecom, IT, and IP network and services, and automatically
                                                          trigger incident and problem management processes to handle any client, service, or
                                                          network issues.

                                                          OSS Fulfillment Solutions
                                                          The integrated HP OSS Fulfillment Solutions address multi-service and multi-technology
                                                          fulfillment processes for both high-volume and tailored business services. The solutions
                                                          help CSPs streamline and automate their entire service order to delivery cycle by preparing
                                                          their infrastructure to take orders, decomposing and fulfilling the orders, and maintaining an
                                                          inventory of the resources required to deliver those orders.

                                                          The HP advantage
                                                          As the trusted partner for OSS projects, HP has the unique combination of many years of
                                                          consulting experience gained from small to very large and complex OSS transformation
                                                          projects worldwide, industry-leading solutions, mature deployment methodologies, and highly
                                                          experienced delivery teams.

                                                          HP is an active member of the TMF, helping drive the development and adoption of TMF
                                                          Frameworx standards. HP is equally active with ITIL and is the only technology vendor to author
                                                          one of the five ITIL v3 core books. In addition, HP has authored the ITIL glossary and has built
                                                          the overarching process maps for the new library. Combining this rich experience, HP brings the
                                                          best of both to our consulting and product development. An active participation in TMF and ITIL,
                                                          as well as other standard bodies closely aligns HP solutions with where the industry is going, so
                                                          investments made today continue to pay off long into the future.

                                                          The HP OSS solution is:
                                                          • Built on more than 20 years of deep and broad OSS experience
                                                          • Successful in more than 400 client deployments worldwide
                                                          • Backed by a portfolio of more than 300 field-proven best practices

                                                          Further, the HP OSS solution:
                                                          • Gives clients access to 10,000 HP Services personnel available in more than 170 countries
                                                          • Enables fast deployment with minimal disruption to existing operations, together with
                                                            HP global delivery and integration teams
                                                          • Gives clients the peace of mind that comes with local experts based near them, who speak
                                                            their language
                                                          • Brings HP Enterprise Services with a complete capability to manage and operate OSS
                                                          • Overall, HP can offer a variety of financing and operating approaches for OSS, depending on
                                                            the individual needs of a client

                                                                                                                                                           7
Brochure | HP Universal Service Level Agreement Manager

                                                                HP Services
                                                                HP Solution Lifecycle Services offers a complete services portfolio for communication
                                                                services providers to include:
                                                                Consulting: HP Solution Consulting Services helps define business transformation and
                                                                translates strategies into actionable solutions.
                                                                Implementation: HP Solution Implementation Services offers a low-risk project lifecycle
                                                                across design, development, customization, and network and system integration.
                                                                Management: HP Solutions Management Services increases the operational efficiency
                                                                of your existing solutions, including reactive, proactive, operational, and enhancement
                                                                management services.
                                                                Outsourcing: HP Services offers a variety of sourcing options—including IT and
                                                                infrastructure outsourcing, application management, and business process
                                                                outsourcing—designed to improve business agility while reducing your
                                                                operational expenses.

                                                                Global citizenship at HP
                                                                At HP, global citizenship is our commitment to hold ourselves to high standards of
                                                                integrity, contribution, and accountability in balancing our business goals with our
                                                                impact on society and the planet. To learn more, visit hp.com/hpinfo/globalcitizenship,
                                                                and for information about HP environmental programs, go to hp.com/environment.

                                                                For more information
                                                                Bring innovation to your OSS to gain client insight and improved user
                                                                experience. To learn more, visit hp.com/go/oss.

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© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for
HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as
constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.
4AA4-3990ENW, January 2013
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