Service Management for Managed Enterprise and SD-WAN Services
The customer is one of the largest broadcasting and cable companies in the world, providing residential and commercial services in 40 US states. On the commercial side, the carrier provides a suite of managed and professional services for mid-market enterprise customers.
The customer wanted to launch and expand a new software-defined wide area networking (SD-WAN) service for its enterprise customers. It needed the tools to get near real-time visibility to ensure maximum service availability and quality for the new SD-WAN service. A new service assurance solution was necessary to achieve these goals. It needed to be a completely new OSS solution, integrated with the customer’s Inventory, Ticketing and digital services portal, one that could connect with a variety of CPEs, and with SD-WAN controllers. The solution also needed to ensure high levels of horizontal and vertical scalability, to support continuous growth
The customer deployed TEOCO’s Helix Service Assurance solution to meet the growing demand of its enterprise customers for a more agile, flexible and dynamic network that they can control. The project was delivered in two major phases. Phase one delivered the customer with near-real time visibility of Managed Enterprise services, where each CPE (100,000 as a starting point) reported its own data sources of FM & PM data. Phase two provided near-real time visibility of mass-market SD-WAN services, where a Versa Controller is the source of FM & PM data of CPEs.
The implemented solution ensures the high levels of horizontal and vertical scalability needed to support continuous growth. It helps the carrier properly visualize and assure its SD-WAN services from end-to-end, enhancing customer satisfaction and driving business continuity, while ensuring the CSP delivers services according to committed service level objectives and SLAs.
By deploying TEOCO’s Helix Service Assurance solution, the carrier now has access to a highly effective, proactive service management tool that provides improved response times and resolution processes, industry-leading automation, and integration into a full closed-loop resolution process. The service provider also gained value for its enterprise customers by being able to provide tools for self-monitoring. Enterprises can now access key service details without contacting the CSP, reducing support costs and providing a better customer experience. Key data can also be made available to the CSP’s internal users, helping them to better serve their clients by proactively addressing service issues.
“Today, enterprises want agile, flexible and dynamic networks they can control in ways that best suit their business requirements. CSPs are well-positioned to deliver the SD-WAN services that can address these requirements, but increased agility brings certain level of complexity which they must overcome to ensure that they meet their customers’ needs without compromising service quality.” said Shachar Ebel, CTO of TEOCO. “We are proud to work with this tier-1 North American carrier to deliver a fully integrated, analytics-driven, service focused solution to support its enterprise SD-WAN customers.”