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Cable Operators Up-the-Anti
values exceed these limits, indicating Using interactive online reporting, how best to allocate resources
a problem or potential problem. customers can investigate and justify costs and performance-
performance problems, make related upgrades or reallocations.
The performance management proactive decisions on capacity
system can simplify troubleshooting adjustments, verify SLAs, ensure Seamless Integration
by correlating information about appropriate class-of-service policies, with OSS Systems
individual resource elements and their confirm business application
configurations, the end-to-end service usage and maintain efficient use of Cable operators need a system which
(from the service producer through the subscribed resources. Customer- can be integrated with other critical
different interconnected elements to end facing reports demonstrate that MSOs provisioning and assurance systems
user), and usage metrics. By presenting are consistently providing high-quality within their OSS infrastructure. Such
these three elements together, using service, which helps prevent churn integration provides the performance
dashboards, graphs, maps and out- and boosts cross-selling. Product management system with necessary
of-the box reports, the performance managers at cable companies can also information that is not available directly
management system enables service use the reports to create differentiated from the network elements, such as
support staff to map service health easily service offers specifically inventory and configuration information.
to that of the enabling infrastructure targeted to SMB customers. This near real-time data informs the
and determine why a problem is performance management system,
occurring or may happen shortly. Internal Capacity for example, when a new customer
Planning and related equipment are added to
Flexible Reporting for the network, allowing the system to
SLA Supported Services As they add services and SMB monitor the new customer and use the
customers, cable MSOs must information for capacity planning.
Business customers expect SLAs and accurately plan capacity for all
detailed adherence reporting. A robust aspects of their end-to-end network Such integration can also make
reporting engine enables cable operators to prevent performance problems performance information available to
to analyse network performance or oversubscription. Capacity other OSS systems, such as customer
information efficiently and effectively. An planning is also critical for identifying care. Thus, should a customer call with
interactive portal makes SLA compliance underutilised resources that can questions about system performance,
reports available to customers. be reallocated to contribute better the customer support agent will have
to overall service delivery. the historical information necessary to
Because many commercial customers answer the question at their fingertips.
negotiate customised service levels Automated capacity planning
and reports, a bespoke, user-friendly capabilities allow MSOs to collect As cable MSOs move into the SMB
reporting system must be made real time data for the entire end-to- market, they can enhance the
available, allowing the modification end service, to determine current competitiveness of their offerings by
of report appearance and analysis. utilisation levels, as well as perform providing superior quality of service and
historical analysis to determine customer experience. A performance
The reporting solution should provide trends that anticipate future resource management solution that monitors
secure, scalable multi-tenant reporting, requirements. Relevant reports the end-to-end service, enables
report templates for each MSO should be automatically created out- management by exception, as well
offering and associate customer with of-the box and the solution should as providing SLA reporting, capacity
particular offerings. It should also also be fully customisable (without planning and integration with OSS
enable integration with the operator’s the need for coding), so operators systems. Cable MSOs can therefore
MSOs BSS/OSS system to combine can map the system’s capacity deliver the quality of service their SMB
descriptions of the customer’s SLA planning capabilities to their own customers expect, as well as meeting
with actual performance data. This business model. Through capacity and documenting adherence to SLAs.
creates service-centric views and planning, cable operators can predict
manages data against SLA thresholds future levels of utilisation in various Amir Mahmood is a Senior Product
by customer or by service. parts of the network to determine Marketing Manager at InfoVista

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