This should be one of the top questions of the mature operators that provide corporate services to it’s customers. Customers are demanding more quality, less downtimes while the network capacity has been under pressure of these smart phone facebook traffic, M2M transactions etc. In such circumstances, it is hard to commit on a bit rate, or downtime percentage. Of… Read More: Are you ready for SLA Management? »
Customers will expect you to deliver the quality of service you have committed in the presales phase. Most of the operators, however, fell short on delivering this expectation and service outages occur every time.Most operators who do not trust their current network, do not implement any customer SLA management process. Lacking an end to end… Read More: From SQM to Customer SLA Management »
As the level of maturity increases in the operators, they focus more on improving the quality of services they give. As I explained in my previous posts, SQM (or sometimes call BSM-Business Service Management) is the key to measure the quality of the overall service. In SQM, we model the service and the service is composed of multiple service… Read More: Service Operation Centers »
SLA (Service Level Agreement) is a contract between the service provider and the customer. This contract makes commitments about the service’s quality that is perceived by the customer. There are 2 main types of SLAs: Customer and Operational. Customer SLAs are the ones that are sold to the customers. Operational SLAs are also two types:… Read More: SLA Management »