Processing the relationship between the customer’s experience and the network’s performance in Telco Managed Services

Processing the relationship between the customer’s experience and the network’s performance is at the heart of good governance. Governance takes place where the appropriate roles, process and technology are in place to capture all the elements that impact the relationship. The impacts include how experience impacts on the network, how the network impacts on experience and how it all impacts on the relationship.


Providing sensible and actionable information on impacts is central to operator requirements in Managed Services contracts. Whether you are a senior executive or an operational manager information is critical to making judgements about performance. Historically the focus for these judgements has been on the performance of specific elements in a network (because network elements could be easily linked to experiences like voice and text) This has all changed now – the landscape has become more complex. The interdependence between updating one’s status on facebook and the performance of a GGSN is vital. We live in a world where mobility is key. The network is the engine that enables all this mobility – however it is the users that consume the network capacity and generate the revenue.

Strong technology governance enablers ensure that the relationship between the customers experience and the networks performance is clearly visible at the appropriate level to the appropriate people. As network technology increases and customer experience technology improves then so too does the importance of linking them together. The success with which this is done will be a key competitive advantage for the first movers…