IntroductionCommunication service providers (CSPs) have reached the ceiling in terms of new customer acquisitions. Therefore, acquiring new customers is much difficult than it is for existing customers to churn. Traditional network operation centres (NOC) have been very inefficient in terms of problem finding, handling and resolution. Within this ambit, and driven by the need for fast service, the NOC approach of managing network incidents has changed to the new paradigm of service quality management (SQM) and customer experience management (CEM). This requires mobile network operators to be more service-oriented and customer-oriented by using the service operation centre (SOC) approach.While the traditional approach of mobile network monitoring follows a bottom-up approach, i.e. Starting with the network elements management, network alarming and quality of service (QoS) issues through historical key performance indicators (KPI)
AbstractThe Management of mobile networks has become so complex due to a huge number of devices, technologies and services involved. Network optimization and incidents management in mobile networks determine the level of the quality of service provided by the communication service providers (CSPs). Generally, the down time of a system and the time taken to repair [mean time to repair (MTTR)] has a direct impact on the revenue, especially on the operational expenditure (OPEX). A fast root cause analysis (RCA) mechanism is therefore crucial to improve the efficiency of the operational team within the CSPs. This paper proposes a quadri-dimensional approach (i.e. services, subscribers, handsets and cells) to build a service quality management (SQM) tree in a Big Data platform. This is meant to speed up the root cause analysis and prioritize the elements impacting the performance of the network. Two algorithms have been proposed; the first one, to normalize the performance indicators and the second one to build the SQM tree by aggregating the performance indicators for different dimensions to allow ranking and detection of tree paths with the worst performance. Additionally, the proposed approach will allow CSPs to detect the mobile network dimensions causing network issues in a faster way and protect their revenue while improving the quality of the service delivered. which permits unrestricted use, distribution, and reproduction in any medium, provided you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license, and indicate if changes were made.