Keeping a real-time eye on service quality

New methodology to assure end-user service quality in managed-services partnerships, tailored to operator and end-user service-specific needs
Ericsson Managed End-user Service Assurance (MESA) offers in-depth understanding of service quality across the network and IT environment
First demonstration to take place at Mobile World Congress 2012 in Barcelona
In a world of increasingly complex end-user services paired with rising consumer expectations, it is critical for operators to understand how their services work and perform in real time if they are to create a trusted brand. Ericsson (NASDAQ: ERIC) is now launching an evolved managed-services offering that allows operators to monitor key service performance and proactively deal with any problems that may arise across the entire network and IT environment.

Complex and constantly evolving multi-vendor networks and services are placing considerable demands on service management, so operators must determine how to become more competitive in terms of service-quality and end-user experience.Ericsson's Managed End-user Service Assurance (MESA) methodology provides the operator with end-to-end visibility and control across the service-delivery chain, from the entire range of systems and applications, in real time.

Valter D'Avino, Vice President and Head of Managed Services at Ericsson, says the MESA methodology starts with the operator and Ericsson working together to identify the services that are most important and distinctive to the operator's brand.

D'Avino says Ericsson experts then analyze the operator environment, identify key data sources and related relevant information, and develop MESA dashboards specific to operator needs. These dashboards provide a real-time view of service quality and performance across the network and IT environment and enable proactive actions. As a methodology rather than an individual tool, MESA can then be adapted to the changing needs of the operator as their business evolves over time.

"MESA is a way to evolve the managed-services partnership from merely meeting technical requirements to instead aligning the two parties' business objectives, providing clarity and transparency with regards to overall business performance. It addresses one of the main challenges facing operators - controlling and monitoring the end-user experience - by proactively safeguarding user service quality. This enhances the user experience and consumer satisfaction, and reinforces that critical link between service quality and the operator's brand," D'Avino says.

MESA is available as part of an Ericsson Managed Services offering that includes both the network and the IT environment, and will be demonstrated for the first time at Mobile World Congress 2012 in Barcelona. It builds on Ericsson's strong momentum in managed services and the increased demand for end-to-end network and IT capabilities. Ericsson now manages IT platforms on behalf of operators that serve about 400 million subscribers worldwide.

About Ericsson Managed Services:

Globally, Ericsson has signed more than 300 managed services contracts in more than 100 countries. Ericsson manages networks on behalf of operators that serve more than 900 million subscribers worldwide. By teaming up with Ericsson, operators can strengthen their competitive edge through improved network availability and capacity, while reducing their operating costs. This, in turn, increases market growth for mobile services, which helps improve the quality of services and the end-user experience.