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06/08/09
• Filosofando sobre Qualidade de Serviços (QoS)
----- Original Message -----
From: José de Ribamar Smolka Ramos
To: wirelessbr@yahoogrupos.com.br
Sent: Thursday, August 06, 2009 10:44 AM
Subject: [wireless.br] Filosofando sobre Qualidade de Serviços (QoS)
Pessoal,
Parece que o assunto QoS está, como se dizia antigamente, "na berlinda". Com
repetidas falhas na prestação dos serviços, atendimento ao assinante que, na
melhor das hipóteses, pode ser classificado de ruim, e descumprimento de
contratos e regulamentos, a Telefonica e a BrOi tem sido retratadas aqui nos
nossos fora (plural latino correto para forum) como estando no fim da picada,
merecendo intervenção ou até mesmo retomada da concessão pelo poder público.
Neste momento gostaria de lembrar a todos que QoS, no sentido amplo do termo,
depende não somente da rede em si, mas do funcionamento harmônico e integrado de
todo um conjunto de processos de negócio, e seus respectivos sistemas de
suporte: operations support systems (OSS) e business support systems
(BSS).
É muito legal ficarmos aqui discutindo o futuro das redes e serviços de telecom,
mas a verdade é que tem muito dever de casa das redes e serviços de hoje que
ainda está por fazer. Sobre isto eu vi hoje um
artigo do Richard Mishra da Amdocs (que incorporou a Cramer), publicado no
blog Telco 2.0 e que reproduzo abaixo, que vem bem ao caso.
Além do mais, ele me lembra das coisas que estivemos falando sobre o novo marco
regulatório para o novo ambiente de redes e serviços.
Boa leitura!!
[ ]'s
J. R. Smolka
---------------------------------------------------------------
Fonte: Telco 2.0
In
All the Excitement, Do Not Forget the Basics
There is always something to be really excited about in the information and
communications industry; Next Generation Networks, Media Services, Service
Delivery Platforms, IMS, Service Orientated Architectures, Software as a Service,
Virtualization, there is so much to look forward to. The public face of our
industry has always focused on service and service delivery, and now we want to
take this further and focus on the whole customer experience.
This is great, but it's only half the picture. If we throw into the mix a deep
and global economic recession, then `may you live in interesting times' starts
to look like the curse it's claimed to be. So who is looking after the dull old
fashioned business that pays most of our salaries? Where is the discussion about
managed, optimized investment? Is the shareholder and the service provider
getting good value from what we have in the ground today?
Here at Amdocs, `Interesting times' is not a curse. We see it as an opportunity
to remind the industry that we cannot get away from good old fashioned telco
values; close and accurate management of our assets and services.
What do we mean by `close and accurate management'?
An inventory of the resource assets and services, held with sufficient accuracy
to plan the resource growth and automate fulfillment.
Process integration to ensure speedy execution of business processes and, even
more importantly, to ensure that the inventory is kept accurate and up-to-date
A lifecycle process that directly couples the Service Provider products to the
resources deployed and continually feeds back metrics from service management to
ensure the product specification matches the customer experience.
We call this the `Full Service Provider Lifecycle'. It couples all the major
product, resource and service management operations into a single lifecycle. It
aligns the business to the customer experience of service while ensuring value
to both customer and Service Provider. Resource investment is directly coupled
to the experience it delivers, not driven by the urge to deploy the latest `must
have' gadget.
Yes, Customer Experience is important, and yes, the next iteration of services
will be delivered from data centers to consumer electronics. They will be
delivered using resources that understand the need to differentiate and groom
for service performance. Operating a full lifecycle will help to achieve this,
but more is required.
Data centers, servers and applications will need to me managed with the same
attention to detail that is traditional for networks in the communications
service provider.
Customer Experience Management will need to emerge as an engineering and IT
discipline, with its own metrics, business processes and management tools.
Specialist management systems will emerge from a flurry of innovation. They will
be essential in delivering and quality assuring the next generation service, in
the data center, the data network and the consumer appliance. Traditional
management systems will need to integrate and interoperate with them.
Different Service Providers will have to learn to work together to deliver these
services, not at arm's length, as is the way today, but as closely coupled as
the systems within the Service Provider. Content, communications, access and
media transport providers, wired and wireless, will have to work together to
deliver a single service to a single consumer. Quality will have to be managed,
not in each provider, but across all the participants, including the customer.
There is a final, critical enabler for all of this. We are faced with the
proposition that we must have process integration, which means full system
integration for existing and new management systems. We must rapidly integrate
and evaluate from an increasing population of new resource performance, service
quality and customer experience systems and we have to integrate management
systems between participating Service Providers.
Do we really expect all of these interfaces and all of these integrations to be
customized for every service provider and between every pair of SPs that need to
interoperate? The prospect makes no business sense. Without standard interfaces,
none of this will happen. We need to stop thinking of telco standards as an
afterthought for dull people. Standards helped create the telecoms and IT
hardware industries. Now, standardization needs to bring these two together. It
is the critical enabler for innovation in the next phase of communications
services.
Whatever Telco 2.0 turns out to be, we can be sure that the Service Providers
who implement it are the ones who can excel in today's economic and competitive
climate. They will be the ones who are running a tight ship right now; operating
integrated processes and integrated systems with standardized interfaces.
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