Telecommunications

In the telecommunications sector, the competitive battleground is the management of the telecoms service and the management of the customer. Trends in network design including network convergence, requirements for QoS and service level agreements, and open service architectures are impacting the service management systems and processes. On the customer side, the focus is on retaining valuable clients than acquiring new ones. Excellent service management over the customer lifecycle is central to this approach.

Within the telecommunications sector, SLA metrics typically focus on organizational structure, users, time of operation, cost and critical uptime periods;

• Service availability
• Service provisioning (time and accuracy)
• Content delivery time
• Content accuracy
• Billing performance (production, accuracy)
• Problem resolution (customer tickets)
• Customer satisfaction rates

• Service useage by customer