SmartIPX have a business focus on helping Communication Service Providers deliver an excellent customer experience by leveraging our shared services model.

Network surveillance is a broad discipline covering the sourcing of data from a variety of network and systems elements to evaluate performance, thoughput, monitor suspicious activity and a number of other criteria, depending upon the situation and monitoring requirements.

Historically the activity was of a proprietary nature and could be expensive to undertake. Nowadays the opposite is true; much of the software required for network surveillance can be open source or low cost license-based systems that are widely used across IT and Telecommunications alike, such as Nagios or Solarwinds.

Network or element status is the primary purpose of any surveillance activity. The systems deployed to monitor are sentinels for the well-being of the services that run over the network. The sentinels function is to alert the NOC that a status change has occurred.

In many instances the data used is heartbeat information simply relating to the ongoing running of the network or element. The technician in the NOC must determine the nuance of the alarm in context of the service that potentially maybe affected by the status change. This is the 1st step in triage.

If you are a communication service provider anywhere in the world, then SmartIPX are your ideal outsourced operations partner, based in the heart of the UK Internet hub of London Docklands, with a global reach.

We provide a full alarm monitoring and surveillance capability for network elements, on a 24/7 basis, to monitor any network device. The use of alarm monitoring equipment and systems differs depending on each specific scenario:

Option 1

Deploy client OSS software from the customers’ own systems, using it to monitor services, alarms and collect performance data.

Option 2

Deploy generic “off the shelf”management platforms that have the ability to collect MIB’s from Network Elements, such as HP OpenView, Solarwinds, Nagios, ManagedEngine, PRTG etc.

Once an alarm is generated, the shift engineers will acknowledge it, determine its severity, and take the appropriate actions. Our team will first acknowledge the alarm on the system and then assess the type of alarm raised, as we are able to monitor not just problem alerts, but also status changes and performance tracking activity.

If a fault has been raised, the alarm will be logged on the appropriate systems, both and if required, our customer’s. We will then proactively commence with problem resolution.

Problem Resolution means working through tier 1, 2 and 3 (expert level) triage processes. Our team will perform level 1 & 2 triage in-house. When required, our team will call 3rd parties, whether in-house or customer-side, to assist with problem resolution or begin escalation procedures to vendors, suppliers, etc. as appropriate.

Tier 1 and 2 triage are concerned with working out what form an alert takes, whether it is simply something that needs acknowledging or must be acted upon as a potential problem, along with potential resolutions. In the event that something cannot be resolved at tier 1 or 2, the problem will be escalated to tier 3 where expert technicians address the issue.

For more information on triage please see our triage page.

Telecommunications is an attractive target for fraudsters as telecom fraud is a lucrative criminal business. Toll-fraud and phone hacking is a multi-billion dollar industry; in fact, it is more than double that of credit card fraud.

Fraud-Graph

The Communications Fraud Control Association (CFCA) 2013 global fraud report estimated an annual loss of USD$ 46.3 billion, a 15% increase from 2011 report. This equates to an approximate 2.09% of telecom revenues (USD$ 2.214 Trillion) worldwide. Most worryingly, the % value of fraud losses vs revenues increased between 2011 and 2013, meaning that fraud losses grew faster than revenue.

Process Management relates to 2 distinct types of measurement – soft and hard – that combined enable the NOC to achieve high levels of customer satisfaction, referring both to our client (the MVNO, MNO, CSP) and their end-user customers.

Soft Process Measurements

Derived from Key Performance Indicators (KPI) and Service Level Agreement (SLA) as implemented by NOC staff and their suite of Operational Support Systems (OSS). These soft measurements are designed to track continual improvement in the response/support process and manage responses to our customers’ requirements.

Hard Process Measurement

Derived from network data or their contained elements which display failure or alarm status. These types of performance measurement enable NOC’s to fix service related problems quickly using a rapid response process linked to SLA.

Examples of Process Management & Measurement

Soft Measurement

  • % of  Answered inbound NOC calls for the Customer  within 5 rings
  • % of trouble tickets resolved or raised from triage level 1 > 2 within 15 minutes

Hard Measurement

    • Loss of synch – network alarm complete failure of transport layer
    • CPU % = 95% critical event
Process Management Measured Effects
  • Customer satisfaction;
  • Managing NOC staff behaviour to conform to process driven operations;
  • Strategic link to long term customer and business objectives;
  • Continuous development link to performance of team.

Interconnection technology and its protocols are now an intrinsic part of the cloud computing infrastructure driving the adoption of opex driven cost models where pay as you go is the new normal status.

Whilst it is unusual for an interconnect to break once established, due to the nature of hardware reliability and universal supply of electrical supply, the key requirement for interconnect management is ongoing monitoring, especially when voice is concerned, where variance in quality still requires 24*7 ability to respond when handling retail traffic.

Our network surveillance operations are available 24 hours a day, 365 days a year.

As the trusted operations partner for a wide range of communication service providers world-wide, we blend people, expertise and systems to enhance our client’s network operational capabilities.

We are experts in remotely helping to operate and maintain our customers’ infrastructure and network, fine-tuned around their exact requirements.

Talk to us today about your network surveillance requirements and the capabilities of our 24×365 London based team; we know how critical it is to get it right!