Service Assurance Process

Definition:The "assurance" process embodies a range of OSSs designed to ensure that network .The role of network management OSSs is to provide network operators the critical performance and fault information required to ensure smooth network operation.

NMS[Network Management Systems]:Network management systems work by collecting events from the network, then quickly consolidates analyzes and distributes the relevant data to ensure fast resolution of problems.

Service Management OSS:
Service management OSSs reconciles network performance against service guarantees and/or customer-specific SLAs.


• Quality of Service (QoS) is defined in standard Service Descriptions as well as individually negotiated customer-negotiated SLAs

o Performance – latency (response time), error rates, throughput, dropped calls, blocking

o Service - downtime, order completion time, MTTR, MTBF, notice of failures

o Softer issues — billing articulation/accuracy, customer service, proactive AM

• Reporting

o Standard (predefined) and exception reports, including dashboards

o Performance of a service against an SLA Reports of any developing capacity problems

o Reports of customer usage patterns, etc.

o Performance reviews with the customer

o Responses to performance inquiries from the customer

• Credits to customers (rating)

• Charge-back to suppliers (rating)

• Utilization — network planning, blocking trends, etc.

Service management OSSs monitor network performance, reconciles against customer SLAs, and generates credits and other service-oriented reports for planning and customer care systems.

Service Assurance Today :

Key drivers


• Customer satisfaction – high expectations, low loyalty

• QoS as a competitive differentiator

• Revenue and profitability

• Competitiveness / differentiation

• Enterprise accounts



Key issues

• Network technology evolution

• IP networking

• Advances in end-user devices

• Complex service infrastructure



Goal: customer-centric assurance

• Rapidly identify root cause of customer complaints

• Total view of customer experience through real-time monitoring

• Monitor and report performance on a service or customer (enterprise) basis

• Expand scope to third-party suppliers

Detailed Service Assurance Work Flow:

1) Determine if there is a service problem
2) Determine if there is a network problem
3)Determine if it is related to existing trouble ticket
4)If needed create the new trouble ticket
5)Isolate, repair and fix the ticket
6)Close trouble ticket

Issues :
1)80% Calls are not network related like
     how do I use this?Provisioning Error?Any known Problem?
2)Proactive Reporting.
3)What network outage affect which services?
4)Third Party suppliers?