Telco CSOC Grade Core and CPE Network Performance Monitoring Solution Enhancement.
Context:
Our client is a prominent national telecommunications company established in the Asia Pacific region in 1984. Initially focused on fixed-line, radio, and television broadcasting services, the company has since grown to become a leader in broadband, data, fixed-line, mobile, pay television, and network services. This telecommunications giant is a significant government-linked entity within the country, boasting a workforce of over 28,000 employees.
Challenges Faced:
The existing Network Monitoring System (NMS) employed within the Customer Service Operation Center (CSOC) is outdated and no longer aligns with operational requirements. This system, responsible for overseeing enterprise dataline services and various customer-premise equipment (CPE), is struggling to accommodate the current operational demands. Upgrading and maintaining the existing system has proven to be prohibitively expensive. To address these limitations and modernize their network management capabilities, our client is seeking a cost-effective solution that aligns with modern standards (known as NPMD, or network performance monitoring and diagnostics). This solution should enhance operational efficiency over a three-year interim period without excessive spending, while concurrently paving the way for broader group monitoring capabilities.
Initial State:
Before collaborating with E-SPIN, the client’s existing NMS was encountering severe overloading issues. The system was incapable of handling the heavy load, leading to delays in providing timely monitoring updates and alerts. This deficiency resulted in customer dissatisfaction, with the system often being down for more than 30 minutes. The enterprise customers were particularly frustrated due to the sluggishness of alert notifications. Consequently, the operational division initiated a project to modernize the NMS in response to pressure for quicker and more responsive monitoring. However, they were disinclined to stick with the same brand due to exorbitant upgrade fees and associated professional services costs that exceeded the budget for the upcoming three years. Thus, finding alternative solutions capable of meeting operational needs for the next three years became a pressing concern.
Proposed Solution:
The proposed solution involves implementing an expanded NMS capable of handling both the present and future network load. This entails incorporating two unrestricted NMS instances to distribute the load effectively and ensure timely responses to operational alerts and performance updates for the 10,000 monitored network devices. This innovative approach successfully addresses the shortcomings of the previous single poller system, which struggled to manage the high volume of polling activities. By doing so, it proactively mitigates operational issues, transforming the system from passive and reactive to timely and alert-driven.
Moreover, this new system significantly enhances responsiveness, delivering proactive alerts and performance updates well in advance of customer support case submissions.
Solution Framework:
In addition to the E-SPIN system solution platforms, we provide comprehensive solution consulting, network and system integration, software customization, implementation, training, and round-the-clock technical support and maintenance outsourcing services as a unified solution package. This holistic approach empowers the client to concentrate on datacenter network management operations and core business functions, while delegating non-core technical and support aspects of network monitoring to E-SPIN. This strategic decision avoids the need to recruit, train, and retain costly in-house specialists.
Benefits of the Solution:
The implementation of this solution delivers immediate resolutions to pressing operational requirements, all while circumventing the expensive upgrades and maintenance of the legacy NMS system. This not only leads to operational savings but also ensures that the project remains within budget for both system capital and operating expenditures (Capex and Opex).
Furthermore, customer satisfaction receives an immediate boost due to the proactive NMS alerts and performance updates now in place. This operational shift enables a proactive approach to handling disruptions in end customer-subscribed dataline services, reducing the need for reactive firefighting.
The solution seamlessly transitions the client to a future-proof architecture that aligns with the corporate direction, providing long-term cost savings.
Value-Added Services (VAS) from E-SPIN:
The Telco grade Customer Service Operation Center (CSOC) core system encompasses an industry-wide, comprehensive end-to-end network monitoring system. Our services span system supply, provisioning, setup, migration, training, and maintenance support throughout the project duration.
In Closing:
We believe that the case study of the Telco CSOC grade core and CPE network performance monitoring solution can offer valuable insights to those seeking context-specific solutions. If you’re exploring options for your project requirements, we encourage you to reach out to E-SPIN. Let us engage in a discussion session to explore how we can replicate this project’s success for your unique circumstances.
