itu-t recommendations and other international standards ... - t recommendations on … · why the...

ITU-T Recommendations

and other International

Standards Relevant to

QOS/QOE

Introduction

� ITU-T Rec. E. 800 defines QoS as “collective effect of service

performance which determines the degree of satisfaction of a user

of the service”

� ITU-T Recommendation P.10/G.100, defines Quality of Experience

(QoE) as, “the overall acceptability of an application or service, as

perceived subjectively by the end-user”

� QoE includes complete end-to-end system effects (client, terminal,

network and service infrastructure)

� Overall acceptability may be influenced by user expectations and

context.

Why the need for good QoS/QoE?

� For the development of telecommunications products and services acceptable to the industry and users/consumers

� Making interconnected networks work seamlessly well together (inter-operability)

� Ensure consumers get value for money

� Mobile has become de facto means of communications in Africa

� Signal Availability (QoS/QoE) on mobile networks is essential for economic and social survival in Africa

� Necessary for effective e-communications such as e-government, e-money transfer

� Ensure fulfillment of universal access

� Encourage fair competition-good quality (and not necessarily price) will guarantee customer retention

ITU-T QoS Perspective

ITU-T Recommendation E.800 has four (4) QoS view

points namely:

� Customer's QoS requirements;

� Service Provider's offerings of QoS (or

planned/targeted QoS);

� QoS achieved or delivered;

� Customer Survey ratings of received QoS.

The closer the 4 view points are in a given

service, the better the QoS delivered.

ITU-T Four Views QoS Perspective

Customer Service Provider

Achieved or

delivered QoS

Customer

received QoS

Customer's QoS

requirementsService Provider's

offerings of QoS

QoS Parameters

� Are also called; metrics, indicators, measures, determinants

� Are premised on indicators such as: speed, accuracy,

availability, reliability, security, simplicity, satisfaction

� Characterize the QoS level of the service being offered to the

satisfaction of the user

� Ensure the users of a services are getting QoS levels matching

what they are paying for

� Used in development and implementation of SLA

� Can be classified as; objective-measurements of physical

attributes of a circuit, system, network etc or subjective-

conducting of customer opinion surveys

QoS Targets

� Also called; objectives, benchmarks,

thresholds, minimum standards, reference

values etc

� A potential value (or range of values) to be

achieved to ensure satisfaction with service

delivery

� Used to maintain good QoS levels based on

international, local or benchmarked standards

� Used to improve QoS levels following

consumer complaints

Telecoms Services QoS Targets

Fixed Telephony:

� Service Supply Time

� Fault Report Rate

� Fault Repair Time

� Call Success Rate

� Call Set-up Time

� Response time for operator service (call centers)

� Response time for directory enquiry service

� Billing accuracy

� Billing Complaints Resolution time

� Call Connection Delay

� Ratio of working payphones

Mobile Telephony Service

No significant difference with fixed telephony

parameters:

� Service Supply Time

� Fault Report Rate

� Fault Repair Rate

� Call Center Answer Time

� Billing and Tariff Accuracy

� Completed Calls

� Dropped Calls

� Blocked Calls

� Speech Quality (MOS, PESQ)


Mobile Telephony (contd)

� SMS Message Transmission Success Rate

� Call Set-up Time

� Handover Success Rate

� Geographic Coverage

� Received Signal Strength (RxLv)

� Received Signal Quality (Rx Qual)


Data Networks and Internet QoS parameters-cannot be

isolated from the fixed or mobile telephony parameters

due to convergence of technologies. IP packets are used in

both fixed

and mobile services.

� Bandwidth

� Latency

� BER

� Jitter and Jitter Variations

� Throughput

� Data Transmission Success Rate

� Internet Session Login Success Rate


QoS Measurement Method

� Objective- circuits attributes, networks, signals

� Subjective-through customer satisfaction surveys

� Subjective good- fits the QoS definition but time

consuming

� Therefore a mix of the two methods recommended

Enforcing Compliance

�Regulators monitor, measure and enforce operators’

obligations

�Obligations normally in licenses or regulations

�Enforcements sometimes entails consultations

�Regulator needs techniques to ensure compliance

even after consultation

Enforcing Compliance (Contd)

Some of the enforcement methods are:

� Publication of QoS measurement results

� Reprimands

� Directives

� Imposition of Penalties

� Requiring operators/service providers compensate their customers

� Imposition of embargos to persistent violators (no Gvt Contracts)

� License Revocation-as a last resort

� Encourage Self Regulation-

Enforcing Compliance (Contd)

Service Level Agreements (SLA)

� Signed between service providers or between service providers and their customers

� Define service characteristics, responsibilities and priorities between parties

� May include statements on specific performance, billing, QoS levels etc

� May also include remedies for breach

� Regulator needs to enforce SLA where parties fail to do so

International Standards Developing Organizations (SDOs)

� Besides ITU-T, other international telecommunications

standardization development organizations (SDOs)exist

� ISO, ETSI, IETF, INTUG, TM Forum, etc

� They deal with the general and special telecommunications

quality of service issues.


(Contd.)

� ITU-T organizes its work in study groups subdivided into working parties .

� SG12 is the lead SG in the performance, QoSand QoE.

� One of its affiliates is SG12 RG-AFR

� Most of the ITU-T Recommendations dealing with QoS exist in the E, G, I, M, Q, P, X and Y series.


(Contd.)

ITU-T gathers together

� Governments,

� National telecommunication administrations.

� Recognized operating agencies.

� Manufacturers.

� Service providers.

� Scientific and industrial organizations

� Consumer protection groups


(Contd.)

� In addition, Quality of Services Development Group

(QSDG) is involved in QoS/QoE.

� Its main aim is to improve the quality of international

telecommunication services.

� Its activities were transferred from SG2 to SG12

during the WTSA08 in Johannesburg, South Africa

in 2008.

� Held its last meeting in Maputo, Mozambique

List of ITU-T QoS-related Recommendations and other

international QoS standards

No. Organization Standard Content

1 ITU-T ITU-T Rec. G.109 Definition of

categories of speech

transmission quality

2 ITU-T Rec. G.1010 End-user multimedia

QoS categories

3 ITU-T Rec. G.1000 Communications

quality of service: A

framework and

definitions


international QoS standards (Contd.)

4 ITU-T Rec. E.800 Terms and

definitions related

to QoS/NP

including

dependability

5 ITU-T Rec. I. 350 General aspects of

quality of service

and network

performance in

digital networks

including ISDN

6 ITU-T Rec. X.641 Information

Technology-QoS

Framework



7 ITU-T Rec. G.107 E- Model. A

computational

model for use in

transmission

planning

8 ITU-T Rec. G.1000 Communications

quality of service.

A framework and

Definition

9 ITU-T Rec. E.801 Framework for

service quality

agreement



10 ITU-T Rec. E 802 Framework and

methodology for

the determination

and application of

QoS parameters

11 ITU-T Rec. E.860 Framework of

service level

agreement

12 ITU-T Rec. P.

10/G.100

Vocabulary for

performance and

quality of service-

Definition of QoE



13 ITU-T Rec. P. 800 Methods for

subjective

determination of

transmission

quality

14 ITU-T Rec. P. 862 Perceptual evaluation

of speech quality

(PESQ). An

objective method

for end-to-end

speech quality

15 ITU-T Rec. Y.1540 IP packet transfer and

availability



16 ITU-T Rec. Y. 1541 Network

performance

objectives for IP-

based services

17 ITU-T Rec. Y. 1542 Framework for

achieving end-to-

end IP

Performance

Objectives

18 ITU-T Rec. X.140 QoS parameters for

public data

networks



19 ISO EN ISO 9000:2000 Quality management

systems.

Fundamentals and

vocabulary

20 EN ISO 9001:2000 Quality management

systems.

Requirements

21 EN ISO 9004:2000 Quality management

systems. Guidelines

for performance

improvements



22 ETSI EG 202 086 Objectives and principles for

"traditional quality"

telephone service

23 EG 201 377-1 Part 1: Introduction to objective

comparison measurement

methods for one-way speech

quality across networks

24 EG 201 377-3 Part 3: Non-intrusive objective

measurement methods

applicable to networks and

links with classes of services

List of ITU-T QoS-related Recommendations and

other international QoS standards (Contd.)

25 EG 201 474 Speech transmission quality across

multiple interconnected networks

26 EG 201 769 QoS parameters of voice telephony

required under ONP Voice

Telephony Directive 98/10/EC

27 EG 202 009-1 Part 1: Methodology for

identification of parameters relevant

to the Users

List of ITU-T QoS-related Recommendations and other international

QoS standards (Contd.)

28 EG 202 009-2 Part 2: User related

parameters on a

service specific

basis

29 EG 202 009-3 Part 3: Template for

Service Level

Agreements

(SLA)

30 EG 202 057-1 User-related QoS

parameter

definitions and

measurements

Part 1: General



31 EG 202 057-2 User-related QoS parameter

definitions and measurements

Part 2: Voice telephony, Group

3 fax and modem data

services

32 EG 202 057-3 User related QoS parameter


Part 3: QoS parameters

specific to public land mobile

networks (PLMN)

33 EG 202 057-4 User related QoS parameter


Part 4: Internet Access

List of ITU-T QoS-related Recommendations and

other international QoS standards (Contd.)

34 IETF RFC 1633, QoS in intserv

35 RFC 2475 QoS in diffserv

36 RFC 3031 MPLS

37 RSVP 2205-2209 RSVP

Thank you

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