Driving Operational Best Practices

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Driving Operational Best Practices

• Richard Bondi
• Openwave System Inc

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Overview

• Overview

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Openwave Systems Company Summary

• Openwave is the leading independent provider of
  open software products and services for the
  wireless, wireline, broadband and device
  communications industries world-wide
• Wireless Industry
• More than 70 mobile customers
• Openwave Mobile Access Gateway accounts for
  approximately 44 of global total footprint
• Delivered over One Trillion mobile data
  transactions to customers and counting
• Wireline Broadband Providers
• 1.5 billion messages managed each day worldwide
• 150 million mailboxes for Email, mobile Email,
  business messaging, voicemail, video mail, photo
  messaging and MMS
• Device Manufactures
• 51 handset manufacturers have licensed the
  Openwave Mobile Browser
• Openwave's client software has shipped in
  approximately 900 million handsets to date

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• How do you drive Operational Excellence across a
  Complex Multi-Vendor Service Delivery Platform?
• How do you Quantify the Return On Investment?
• Challenges
• Customers Consider Supporting Technology
  Components to be part of Overall Product Quality
  or Service Delivery
• Customers want Operational Best Practices against
  End-User Service Availability / Delivery
• Equate the Return on Investment to Operational
  Proficiency

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Build Operational Best Practice Workshop

• Overview

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• Understanding the Service Delivery Architecture

Identify the Complexities of the Service Delivery
Architecture
Identify Dependent and Co Pendent Service
Delivery Systems

• Identify System Demarcation Points
• Availability Validation
• Notifications
• Escalation

Co Pendent Systems
Dependent Systems
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• Understanding the Service Delivery Architecture

• Complex Systems are comprised of Intersecting
  Technology Layers
• Operational Best Practices Require that
  Technology Layer Components be Managed to the
  Task Level
• Task Level Ownership and Accountability Builds
  Site Maturity and Sustained Service Availability

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• Understanding the Service Delivery Architecture

Map Technology Components Across The
Infrastructure
High Availability
Storage Systems
Databases
Capture All Tools / Utilities 3rd Party Products
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• Process Maturity and Service Outage Exposure

Shortcomings In Any Infrastructure
Component Can Effect Service Availability
Service Availability Equation is used to
calculate Outage Exposure D R E Where D
Detection - the length of time before the problem
is detected R Reaction - the sum of the
following sub components N Notification - the
length of time it takes before someone capable of
resolving the issue is notified T Transit -
the length of time that it takes before someone
capable of resolving the issue is in a position
(i.e., connect) to address the issue Re
Rectification, or the length of time needed to
resolve / rectify the situation E Exposure -
the length of time of the outage
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• Define Your Key Performance Indicators (KPI)

• Define Key Performance Indicators by Technology
  Layer
• Identify Common or System Wide KPIs
• Group KPIs to Reflect the Service Delivery
  Architecture

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• Create Customer Information Worksheets

Provide Templates to Workshop Customers to
Capture the Current State
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• Group KPIs to Facilitate Customized Workshops

Build Component Level KPI Sets to Customize
Workshop Material by Customer
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• Capture Key Customer Data Points

• Capture Key Operational Information Across the
  Customer Environment
• Referred to as - The Homework Assignment
• The Customer Provides Current State Operational
  Information Against Best Practice Performance
  Criteria
• The Data is Used During the On-Site Workshop and
  Validates
• What and /or Who is Responsible for Each
  Performance Indicator
• The On-Site Workshop Facilitates Open In-depth
  Discussion
• Around the Recommended KPIs and Site Operations

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• Perform A Gap Analysis

• After Each On-Site Session, Review the KPIs
  Discussed in the Workshop and Validate any Gaps.
• Assess the Impact to Environment

Identify Recommendations Suggestions Guidance
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• Summarize KPI Performance by Technology Component

Categorize the Performance Indicators Weight them
in relation to their significance in maintaining
Site Integrity and Service Availability
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Summarize KPI Performance by Technology Component

• Outline KPI Performance Categories into Summary
  Tables
• Each summary table outlines performance and
  automation information for the particular
  component within the environment
• Each Table provides rating between 1.0 and 4.0.
• Where 1.0 is a low or a poor rating and 4.0 is
  highest rating
• Summarize Performance by Overall, Service, and
  Capacity

Overall KPI Performance Criteria
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Summarize KPI Performance by Technology Component
Service and Capacity Criteria
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• KPI Performance Summary Tables

KPI Performance by Technology Category
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Building an ROI Model

• Overview

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• Quantifying the Return on Investment

Compliance to Vendor Supplied Best Practices
Improves Operational Efficiencies and Site
Maturity
These Efficiencies Reduce or Minimize the Number
of Man Hours Required to Maintain Desired Service
Levels
Establish a Model to Equate Man Hours To Service
Activities or Tasks
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• ROI Ratio Model

Best Practice Rating Identifies Opportunity
for Improvement

• vv

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Wrap-Up and Summary

• Overview

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• Wrap-Up - Summary

Measurable Return On Investment
Task Ownership
ROI
Maturity Level
Task Ownership
Site Maturity
Operational Proficiency
Staff Proficiency
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Questions

• Overview

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• Questions and Answers