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Service operations centre (SOC) is a key enabler for operators aspiring to differentiate based on customer experience. A successful SOC implementation can help operators to reduce churn and improve operational efficiency. This report analyses the key market drivers for investments in the SOC, the increasing relevance of the SOC, and provides an overview of the key implementation strategies.

Table Of Contents

The Service operations centre: enabling differentiation based on superior customer experience
Table of contents

About this report
EXECUTIVE SUMMARY
Executive summary
NOC tools and processes focus on network resources, creating a service ‘blind spot' that lacks service, customer and business context
The SOC helps operators to transform from a network-centric to a customer-centric organisation, but it is not a complete CEM solution
Recommendations
THE NEED FOR THE SOC
Key drivers for investments in service operations centre
Customers' need for service personalisation and control is changing the way operators approach service conception, assurance and operations
The increasing complexity in networks and services requires an evolution in the approach to operations
Service boundaries are stretching beyond telecoms networks as operators embark on cloud services and other digital service strategies
THREE STRATEGIES FOR IMPLEMENTING A SOC
Operators should consider three basic strategies for implementing a SOC
SQM is the foundation of a SOC, and fit-for-purpose bolt-on applications can expand the target use cases
Advances in big data and innovative analytics technologies enable operators to empower SOC with near-real-time actionable insight
Operational processes and workflows in the SOC should focus on orchestrating triage between multiple departments
SOC initiatives will be services-led because of nascent understanding of principles and immaturity of COTS software
An integrated service management strategy covering telecoms and IT is needed to succeed in business, cloud and M2M segments
THE INCREASING RELEVANCE OF THE SOC
Business objective-led service operations must be the ultimate aim, and the guiding principle for implementation and evolution of SOC
The SOC is an important intermediate step and an enabler in the operator's journey towards becoming a customer-focused organisation
The SOC will enable operators to focus on strategic demands while addressing internal operational and organisational challenges
Investments in the SOC will drive growth in the service management segment at a CAGR of 12.1% between 2014 and 2018
APPENDIX
Case studies
Hewlett-Packard enables Vodafone India to implement ‘Super NOC'
Telekom Serbia partners with IBM for NOC transformation and SOC implementation
Nokia Networks enables Telecoms Italia's NOC-SOC transformation, improving customer experience and reducing network opex
PCCW-HKT implements a SOC capability in its NOC for enhanced fault demarcation and intelligent customer care
Zain Kuwait implements Nokia Networks' CEM-on-Demand solution in order to retain high-ARPU customers
VENDOR SOLUTIONS
Vendor solutions - 1
Vendor solutions - 2
Vendor solutions - 3
ABOUT THE AUTHOR AND ANALYSYS MASON

List of figures

Figure 1: Evolution from network operations centre to customer experience centre
Figure 2: Traditional network-focused operational approach
Figure 3: Service operations-based operational approach
Figure 4: Mobile handset unit sales by type, and smartphones' share of unit sales, worldwide, 2011-2018
Figure 5: Penetration of social networking and communications apps (excluding email)
Figure 6: Representation of the complex network and service ecosystem
Figure 7: Expanding service boundaries with the emergence of new business models
Figure 8: Reference architecture for SQM implementation
Figure 9: Typical use case scenarios enabled by the use of big data analytics with SQM
Figure 10: The SOC as an intermediary among different departments
Figure 11: Typical operator spending on SOC implementation, split by products and product-related services for service management
Figure 12: Service lifecycle configuration management
Figure 13: Service operations centre maturity model
Figure 14: Evolution from network operations centre to customer experience centre
Figure 15: Internal pressures and strategic demands met by service operations centre
Figure 16: Service management revenue, worldwide, 2013-2018
Figure 17: Vodafone India super NOC
Figure 18: Telekom Serbia's desired OSS architecture for NOC-SOC transformation
Figure 19: Nokia Networks CEM on Demand solution
Figure 20a-c: Vendor snapshots

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