Nokia Networks
Nokia Service
Quality Manager
Focus operations
on what matters
most
Enabling mobile broadband growth
In today’s competitive markets, one challenge is to get
a subscriber to sign up; another is to keep them by
building customer loyalty. The Nokia 2014 Acquisition
and Retention Study reveals that network and service
quality is number one reason that subscribers stay loyal
to their mobile operator. Yet the flip side is the growing
pressure that operators face to be more efficient.
Let’s imagine an operator offers Voice over LTE service
(VoLTE) to its subscribers. It’s vital that the operator
knows whether the service is working well for all
subscribers.
What if voice quality is poor for some subscribers? What
is the exact root-cause of the service degradation? Is
it in LTE radio, Evolved Packet Core (EPC), IP Multimedia
Subsystem (IMS) or backhaul domains? Poor voice call
quality at a key location must be fixed rapidly or the
operator risks frustrating large numbers of influential
subscribers.
By focusing on the following key areas, operators can
provide superior service quality to subscribers:
• How to accurately monitor end-to-end services (e.g.
mobile broadband)?
• How to evolve operations from network to service
monitoring to ensure that key revenue services are
performing well?
• How to proactively detect service quality degradation
to avoid churn and prevent revenue loss?
• How to prioritize service problems for speedy
resolution?
Accurate and real-time service monitoring
Nokia Service Quality Manager 3
Be proactive to pave the way to
superior service quality
Nokia Service Quality Manager (SQM) helps operators to
proactively achieve superior service quality. It provides
a single view of service quality, enabling real-time and
accurate service quality management across telco and IT
networks.
Evolve from network monitoring to service monitoring
The design of SQM reflects real operational practices.
The web-based GUI is innovative and easy to use. With
just one screen and a couple of clicks, operations can
go from problem identification to isolating the cause of
service degradation.
In a nutshell, SQM comprises the following service
monitoring functions:
• One end-to-end view of services that aggregates the
different domains, to monitor service quality based
on Key Quality Indicators (KQIs)
• Proactive monitoring of service quality and detection
of service degradations in real time
• Based on the impact of services, SQM automatically
prioritizes the corrective action
• Drilling down to affected resources in a few clicks (root
cause analysis) with geo-location
• Creating an action for the Network Operations Center
(NOC) to correct the problem
Nokia Service Quality Manager - one end-to-end
view to service quality
E2E Service Quality View
Service
Status
Postpaid
Region
MBB
Messaging
Prepaid
City
Voice
Voice over LTE
Roaming
Hotspots
Drill down
to root
cause
Multi Domains & Technology View
Mobile
Backhaul
eNodeB
Mobile
Backhaul
NodeB/BTS
RNC/BSC
3G/2G
A single view of service quality
4 Nokia Service Quality Manager
DNS
GGSN
(S/P-GW)
SGSN
(MME)
IP/MPLS
Backbone
Internet
Benefit from the off-the-shelf content with embedded
telco expertise
SQM is the core of the Nokia Service Operations Center
(SOC) solution. Working with leading operators such as
Telecom Italy, Nokia Networks has created this global
market blueprint for SOCs that provides best in class
usability GUIs and a real-time Root Cause Analysis
correlation engine.
Based on Nokia telco know-how from hundreds of
customer projects, SQM includes Commercial Off-TheShelf (COTS) end-to-end service models, such as Voice,
Mobile Broadband (3G, LTE), VoLTE and OTT Apps.
Plug-ins and adaptors are available for multivendor
integration for the major vendors with performance
management (PM) aggregation mediator, SNMP, CSV and
XML collectors.
Monitoring VoLTE service quality
Customer case 1
When Telecom Italy wanted to ensure high service
quality as its key differentiator, it turned to Nokia for
help. The project resulted in a completely new Service
Operations Center (SOC) solution, covering the site,
tools, people, processes and specific operational tasks.
SQM plays a key role, providing an end-to-end view of
how services are actually performing. SOC filters more
than 20 million alarms, over 1.5 billion performance
counters and 30,000 managed network elements.
SOC personnel need only focus on tens of relevant
indicators, those with an impact on service quality.
SOC personnel can also identify growing service
degradations that may impact the service, and prioritize
their resolution. Telecom Italia has cut churn and reduced
the number of calls being made to its call center. It has
also improved its efficiency through integrated, end-toend tools and processes. Less time and effort is needed
in troubleshooting, bringing OPEX savings.
“We have already achieved outstanding
results. Some examples: 75% reduction
in escalations of customer claims
from major faults due to segmenting
and dealing proactively with highvalue customers; Increased network
availability by 20% in individual
cells due to improved knowledge of
customer usage.”
Simone D’Innocenzo
Service Operation Center manager
of Telecom Italy
Nokia Service Quality Manager 5
Customer case 2
Touch Lebanon selected Nokia to help raise the efficiency
of its network operations and reduce maintenance
costs. Most importantly, it wanted to improve the
quality of voice, text messaging and other data services
for subscribers. Touch Lebanon uses SQM in its new
centralized service operations center and enjoys a single
view of service quality. The operator can proactively
detect service quality degradations and respond to
capacity demands. With SQM, it can prioritize tasks
based on service impact. By quickly identifying and
resolving root causes, touch Lebanon can gain significant
operational and business benefits.
Customer case 3
An Asian operator had high-quality demands for
hotspots, but lacked a service quality view across its
network domains and technologies. It also suffered high
OPEX. The operator introduced a Managed Services SOC
with an integrated view of mobile broadband, HSDPA/
“We selected Nokia Networks for this
important milestone implementation to
increase the efficiency of our network
operations, reduce maintenance
costs - and most importantly, improve
the quality of voice, text messaging and
other data services for our subscribers.”
Wael Ayoub,
COO of touch Lebanon
HSUPA, radio, core and MPLS services. It can now quickly
drill down to root causes on one screen and create
trouble tickets. With this solution, fault identification
time has been cut by 70%. Next on the list for the
operator is to include service models for OTT services,
such as Skype and News.
How operators benefit
With SQM, operators can realize significant
operational and business benefits. They
can ensure superior quality for customers
with lower OPEX.
5% increase in service usage
• Overall network quality increases,
leading to enhanced service experience
and thus increased service use.
20% faster alarm handling
• Network availability increases, leading to
fewer critical alarms.
• Second Line/NOC has clear priorities
over which service-affecting alarms
need to be fixed, thus smoothing
the workload and saving operations
resources in peak hours.
6 Nokia Service Quality Manager
50% reduction in number of servicerelated complaints and 50% faster
service restoration
• Operations can quickly and accurately
find the cause of the problem, with root
cause analysis.
• Trouble tickets created with root
causes for affected services. This
avoids bouncing between network
domain teams in Second Line/Network
Operations Center (NOC).
20% reduction in site visits
• Immediate prioritization of corrective
actions based on service impacts,
avoiding unnecessary site visits or
rescheduling non-urgent site visits.
Market recognition and awards
“Nokia is a market
leader in Service
Management, worldwide
market shares in service
assurance 2013”
Patrick Kelly,
Analysys Mason,
May 2014
“The service assurance domain is known for overcomplex and under-used tools. Nokia’s focused
service assurance offer is practical and highly
usable, based on best practice processes, network
insights and service models that help operators
bridge the increasingly critical gap between
customers, their services and network operations”.
Caroline Chappel,
Heavy Reading, May 2013
Aegis Graham Bell Awards
25 October 2013
New Delhi, India
Service Operations and Management
wins award in “Innovation in Managed
Services 2013”
Global Telecoms Business Innovation
Award 2013: Touch Lebanon
Centralized Network and Service
Operations Center
Demonstrating industry-leading
innovation to help operators improve
service quality and simplify operational
processes across the organization.
Nokia Service Quality Manager 7
Nokia Solutions and Networks Oy
P.O. Box 1
FI-02022
Finland
Visiting address:
Karaportti 3
ESPOO
Finland
Product code C401-011886-B-201504-1-EN
© Nokia Solutions and Networks 2015
About Nokia
Nokia invests in technologies important in a world where billions of devices are connected. We are focused on three businesses: network infrastructure software,
hardware and services, which we offer through Nokia Networks; location intelligence, which we provide through HERE; and advanced technology development and
licensing, which we pursue through Nokia Technologies. Each of these businesses is a leader in its respective field.
Nokia Networks is the world’s specialist in mobile broadband. From the first ever call on GSM, to the first call on LTE, we operate at the forefront of each generation of
mobile technology. Our global experts invent the new capabilities our customers need in their networks. We provide the world’s most efficient mobile networks, the
intelligence to maximize the value of those networks, and the services to make it all work seamlessly. www.networks.nokia.com
Nokia is a registered trademark of Nokia Corporation. Other product and company names mentioned herein may be trademarks or trade names of their
respective owners.
networks.nokia.com