commsday summit 2017; cyient

CYIENT © 2017 CONFIDENTIAL4/14/2017

Consolidation of CPE Management

A Case Study


Session Outline

Windstream and Cyient Overview

History and Context

Challenges and Complications

Proposal for a Solution

Implementation / Delivery

Results and Value

2

4/14/2017 CYIENT © 2017 CONFIDENTIAL

Windstream – Result of Many Mergers

3

4/14/2017

Windstream Highlights

Windstream is a nationwide provider of advanced network communications. We are committed to empowering enterprise businesses with the reliable, scalable and secure network that today’s business-critical applications demand.


Robust Nationwide Core Network

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Sample of Expected Network Route Latencies City A City ZRoute Distance

(km)

One-Way Expected

Latency

Chicago Ashburn 1,989 10.124

Chicago St Louis 580 2.978

Chicago Indianapolis 505 2.507

Chicago Dallas 2,253 11.235

Chicago Atlanta 2,210 10.750

Memphis Dallas 1,103 5.233

Dallas Memphis 940 4.819

Dallas Atlanta 2,051 10.600

Knoxville Atlanta 491 2.342

Memphis Atlanta 1,110 5.811

Atlanta Charlotte 448 2.295

Richmond Ashburn 224 1.197

Atlanta Ashburn 1,608 8.189

Cleveland Boston 1,189 5.930

Boston New York 476 2.435

New York Philadelphia 209 1.126* Expected latency for routes available upon request when quoting services.


Windstream Solutions

6

Data and

Network

Solutions

Network

Security

Voice and

Unified

Communication

s

Managed

ServicesCloud

MPLS VPN | Fiber |

Ethernet Fixed

Wireless | Wave

Colocation | Cloud

Connect EoHFC |

Hybrid WAN |

SD-WAN

Managed Network

Security

UCaaS | IP Simple

Virtual PBX

Dynamic IP/SIP

Managed LAN/WAN

Managed Router

Managed WiFi

UCaaS | CCaaS

Cloud Connect

Hosted Exchange

& Collaboration

4/14/2017

“Windstream’s vision is to provide a best-in-class customer experience throughnetwork and people.”

TONY THOMAS, WINDSTREAM CEO

4/14/2017 CYIENT © 2017 CONFIDENTIAL4/14/2017

Windstream Network

Getting the most out of the 6th largest fiber

network in the country

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Provide the

capabilities and the

reliability of

customers expect

Generate strong

financial returns for

investors

by leveraging

existing fiber

NETWORK FIRST

STRATEGY

1 2 3


Five-Point-Plan

9


Cyient Overview

10


Many Solutions

11

Paetec

NetworkNuVox

Network

hWin

Transport

& Voice

KDL

Network

hWin

IP & DSLAM

IBM Netcool

Operations Insight

UGEVNet

ExpertMonolith HP OV

Netcool Probes

June of 2015 - Five Event

Management Solutions

feeding in to Netcool


Challenges

12

Many rulesets for any given device type

Complex systems with unclear relationships

One person supporting each stack

Many networks with overlapping IP space

Alarms rationalization and ensuring alarms were actionable

Incomplete device inventory


Vision

13

Executive Vision

Consolidation of tools, vendors, and cost

Simplification of operational processes

Improved onboarding of new networks

Phase 1

A single software stack for core network elements with a single ruleset for each type of device

Phase 2

A unified stack of software for customer premises equipment covering Fault, Performance, and Configuration while providing automatic ticketing capabilities


Project Overview

14


Project Overview

15

Three Segments

1. “Show me how to fish”

2. “Teach me how to fully fish”

3. “Guide me while I fish”


Delivery Overview

16


Delivery Overview

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Three Segments

1. Intense effort, resources

2. Sustained effort, reduced staffing

3. Transitional staffing, steady state


Solution Overview

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Solution Overview

19


Fault and Availability Monitoring

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Performance Management

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Configuration Management

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- Consolidation for fault management tools for ~80,000 devices and 300,000 unique events per day

- Established a system to track fault, performance and configuration of 150,000 CPE devices

- Deployed active monitoring - automatically ticket for fault issues

- Given the enterprise repair team the ability to inquire into fault, configuration and performance data without navigating separate components

- Complete decommission all legacy FM solutions

- A centralized "single pane of glass" solution

- Automatic backup of CPE configurations on change

- A “best practices” deployment of Netcool NOI with Network Manager

Outcome

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Lessons Learned

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Agile Pros

• Delivered results quickly

• Impediments dealt with routinely

• Key stakeholders involved daily

• Resulted in product the

business was happy with

• Project met goals on time and

on budget

Agile Cons

• More resource intensive for the business than traditional methodology

• Need to ensure the teams consider the big picture


Immediate results:

- Technical solutions for customers are done over a phone call rather than punching in tickets from alarms

- Addition of compliance and configuration management capabilities across the board which helped quickly identity issues such as compromised accounts

- Consistent tools that are used by technicians to provide the world class service

- Increased visibility to relationship of customer devices and core network

Combined efforts have resulted in value to Windstream:

- 84% reduction in MTTR in 18 months for Network Operations

- 70% yearly increase in NPS for Enterprise Repair

Summary of Value

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How we delivered

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designingtomorrowtogetherThree simple words that describe our unique

approach of working with our clients to improve our

client’s business and lives of their clients.


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Questions?


Thank you

Kiran Solipuram

[email protected]

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commsday summit 2017; cyient

Technology