Alcatel-Lucent managed services blueprint brochure

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Alcatel-Lucent Managed ServicesThe managed services blueprint

Alcatel-Lucent managed services blueprint brochure

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The managed services blueprint is an integrated model defined by Alcatel-Lucent to deliver managed

services to you in a predictable, repeatable and cost-effective way by applying industry standard

frameworks and lessons learned. The managed services blueprint represents an integrated set of

operational services, grouped into service packages and then into meta-packages. These services and

packages define the set of functions and activities required to deliver managed services to you. The

managed services blueprint is aligned with eTOM and ITIL frameworks and standards. It has five major

components; organization, governance, processes, systems/ tools and metrics. Each component has

supporting collateral detailing what the component represents, delivers and how this component is

applied within managed services projects.

Alcatel-Lucent managed services blueprint brochure

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Alcatel-Lucent managed servicesblueprint model

Fully integrated delivery structure providing unmatched performancewith lean 6 sigma level of excellence

Network managementdomains

Organization

Process MetricsSystem/ Tools

Governance

Aligned witheTOM and ITILframeworks

Performance management

Service desk management

Fault management

Inventory management

Field Force management

Job catalog

Professionaldevelopment

Delivery centers

• Exclusiveintellectualproperty

• Resilientandflexibledelivery

• Shortenedtime-to-market

• Efficientleverageofpartners

• Optimizedforcost-efficiency

• Superiorend-usersatisfaction

Service impacting events drop rate by 40% Mean time to restore (hours) down by 50%

Fault rate per subscriber drop rate by 85% Mean time between failure (hours) up by 64%

Alcatel-Lucent managed services blueprint brochure

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Governance Organization and delivery structure

Not only is governance a mandatory ‘service’ to deliver to a

customer within our service suite, but also, how we define

and perform it is critical to the success of any managed

services project. It’s importance is why we have isolated this

as a key component within the managed services blueprint.

Governance provides consistent management principles,

processes and measurements to ensure deliverables and

expectationsbetweenthecustomerandAlcatel-Lucentare

met and/or maintained. Governance is also responsible for

managing change within the contract.

The managed services blueprint is supported by a

comprehensive delivery structure that brings multiple

Alcatel-Lucent teams working together to support your

deployment and operations. Each delivery team provides

unique capabilities that are a necessary component of a

successful deployment and network operations engagement.

Working together as a cohesive organization, these delivery

teams provide a seamless process to efficiently support and

operate customer’s networks.

Managed Services

Cu

stom

ers

Alca

tel-L

uce

nt

Services, Network Elements

Customer Service Desk

Maintenance Services

Customer RegionalLogistics Center

Customer Network Operation Center

Global Service Delivery (GSD)/ Delivery Center (DC) Network monitoring and

surveillance

Incident restoration &

problem resolution

Network change

management

Network access and

security

Network engineering

Network optimization

Network provisioning

Network capacity

management

Preventive maintenance

GSD/DC

Regional Business Center (RBC)/ Customer Assurance Leader (CAL)Customer interface

Overall delivery coordination

Continuous improvement

RBC/CAL

Field Service Operations (FSO)

Field force management

Corrective and preventive

maintenance

Network provisioning

Ehs FSO

Technical assistance centers, technical engineering center (TEC), R&D for all Alcatel-Lucent technologies Incident restoration

Problem resolution

TEC/R&D

Repair and Exchange Service Organization (RESO)

Advanceexchange&repair

Customer inventory management

Global Welcome Center (GWC) Service request management

GWC

RESO

Alcatel-Lucent managed services blueprint brochure

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www.alcatel-lucent.com Alcatel, Lucent, Alcatel-Lucent and the Alcatel-Lucent logo are trademarks ofAlcatel-Lucent. All other trademarks are the property of their respective owners. The information presentedis subject to change without notice. Alcatel-Lucent assumes no responsibility for inaccuracies contained herein.Copyright©2015Alcatel-Lucent.Allrightsreserved.PR1508013462EN

Global service delivery

Including regional and local delivery centres, global service delivery teams are the heart of managed services operations delivery,

providing network surveillance and trouble resolution services to ensure out global service delivery networks continue to function

asexpected.

Repair and exchange services

Repairandexchangeservicesteamsdelivermaintenancesupportservicesaccordingtomaintenancecustomercontractservice

level agreements and warranty obligations and actively provide rapid replacement of damaged network elements or field

replacement components.

Field services

Field service organization teams consist of technician that provide on-site support for repair and replacement of network

elements, providing both preventive and remedial services.

Processes

The managed services blueprint

incorporates and leverages Alcatel-

Lucent standardized processes.

The managed services blueprint

team is involved in assisting in

the design and development of

managed services processes, where

applicable.

This results in common and

standardized processes across

all services i.e. regional business

centers, global service delivery,

repairandexchangeservices

and field services business. The

managed services blueprint also

defines the relationship between

processes and services along with

key process interfaces.

Tools/ Systems

The managed services blueprint

incorporates the tools required to

effectively manage your network.

• Integratedtroubleticketingto

allow flow through problem

escalation, tracking and

resolution

• End-to-endaccountabilityof

service level agreements from

both operational and technical

perspectives

• Correlatedeliverycenter-

triggered problems network

trouble tickets and customer

trouble tickets.

Metrics/ Reporting

Everything we do to support and

deliver a world class managed

service offering needs to be

measurable. The managed services

blueprint aims to support this by

providing standardized metrics for

our managed services projects.