The Smart Software Symposium: IBM Tivoli – in Communications Netcool Service Assurance

2. The Smart Software Symposium: IBM Tivoli – in Communications Netcool Service Assurance Joao Perez

3. Agenda • IBM’s Software Group • Tivoli Portfolio • Tivoli in Communications Industry • Service Assurance Overview • Solution Portfolio • Case Studies

4. IBM Software Group • Our Mission: Help clients simplify and optimize the complex business and IT/Operational environments they operate every day to achieve business flexibility • Our middleware: Provides the IT and operations foundation to innovate • Our software: Is a crucial part of a total business solution • Open • Secure • Integrated • Scalable • Resilient • Service oriented Increase your ability to innovate AND execute by leveraging the IBM Software portfolio

5. 45,000 Employees Worldwide • 60 Major* R&D Locations • 25,000 Developers IBM Software Group Major* R&D Locations • 4,000 Developers • 16,000 Developers Dublin Cork London Hursley Canada China Beijing, Shanghai Boeblingen Paris Krakow United States Yamato Haifa Taiwan Rome Cairo • 5,000 Developers India Bangalore Pune Hyderabad Gurgaon Singapore Malaysia Brazil Gold Coast Sydney Canberra Perth * 165 Additional Smaller R&D Locations

6. IBM Service ManagementEnabling innovation through integrated visibility, control and automation Visibility Control Automation See My Business Manage & Secure My Investments Build Agility Into My Operations Improve service quality & customer retention Maximize return on assets & reduce risk Streamline processes & accelerate growth

7. “Tivoli Netcool software has made an immediate and positive impact on SmarTone-Vodafone’s GPRS network. The solution not only integrated easily with our systems and improved the level of service we provide, but has also provided the technological platform to assist us in continuing to succeed in Hong Kong’s telecommunications market.” Mr. KK Luk - Assistant General Manager Engineering and Operations SmarTone-Vodafone “Tivoli Netcool has enabled Swisscom Mobile to triple its business without increasing headcount.”–Mr. Rene Luyten, Project Manager, Swisscom Mobile Global PresenceTivoli Netcool - Managing World’s Leading Service Provider Networks • 1,000+ Service Provider Customers • 150+ Countries AMERICAS EMEA • Belgacom • British Telecom • Cable & Wireless • Cablecom • France Telecom • KPN • O2 • Swisscom • T-Mobile • Telecom Italia • Telefonica • Telekom Austria • Telenor • TeliaSonera • Telkom South Africa • Virgin Media • Vodafone • AT&T • BCE (Bell Canada) • Cablevision • Comcast • Cox Comm • Earthlink • Sprint Nextel • Suncom • Telus • Time Warner Cable • Verio • Verizon • Qwest ASIA PACIFIC • China Netcom • China Telecom • Hong Kong CSL • KDDI • NTT • SmarTone • Softbank Telecom • Telstra • Telecom New Zealand

8. World-Class Partnerships and Alliances PLUS… • Over 280 expert channel partners take our solutions to market worldwide • A robust technology alliance program that increases Tivoli’s broad reach

9. #1 Service Assurance #1 Event Management #1 Performance Management Global Leader in Service Assurance #1 OSS VENDOR & #1 in SERVICE MANAGEMENT Heavy Reading’s annual survey of leading SPs worldwide “UNDISPUTED LEADER in IP fault and event management,” perOSS Observer LEADER in Event Correlation & Analysis LEADER in Performance Monitoring and Management

10. Challenge for Telcos: To manage the complexity of multi-channel access to enhance user experience Convenience My Television Continuity of Experience My Computer My Mobile Phone My Friends My Interests/Favorites My Family My Work My Blogs My Colleagues My Likes/Dislikes My Play My Money My Customers My Lifestyle My Kids My Landline My PDA My Broadband Service Assurance strategy and systems are key factors to manage and enhance the customer experience Source: IBV Analysis

11. Service Assurance Trends – Challenges – Actions Trends Challenges Actions • Focus on customer and quality • Launch innovative new services • Replace legacy OSS/BSS • Embrace new frameworks such as SDP, IMS and SOA • Drive convergence of Fixed/ Mobile and Telco/IT/Media • Lack of consolidated view at device, network, service and customer layers • Large numbers of disparate Service Assurance systems • Difficulty prioritizing based on customer/revenue impact • Inability to perform intelligent root cause analysis • Infrastructure complexity inhibits use of new frameworks • Most comprehensive Service Assurance Portfolio to:- Reduce operational costs- Accelerate time to market- Improve service quality- Enhance the customer experience Service Quality, SLA and Customer Experience Management Fault/Event Management Performance Management Discovery & OSS Network Mediation Applications Management

12. “Tivoli Netcool has enabled Swisscom Mobile to triple its business without increasing headcount.”–Mr. Rene Luyten, Project Manager, Swisscom Mobile Tivoli Netcool Portfolio Business & Service Quality Management Consolidated Operations Management Domain Specific ManagementNetwork Availability and Performance Management Application and Systems Management • Portfolio and OSS integration with automation • Standards compliance and open architecture • Solutions for converging IT and network ops • 360° root cause analysis with prioritization

13. Performance Application Network Storage Transaction Security System Mainframe Broadest Coverage DOMAIN-SPECIFIC MANAGEMENT: Tivoli Netcool enables intelligent management of specific infrastructures. Spanning any domain, such as networks, systems, applications, security, storage, VoIP, wireless etc. Benefits • Collect alarms, performance and status, across Operations and IT • Broadest Coverage – Layers 1-7 • Robust Dependency Views • Auto-Discovery of devices, connectivity and dependencies

14. Industry’s Fastest, Most Scalable Solution Cross-Domain Correlation, Topology & Analytics CONSOLIDATED OPERATIONS MANAGEMENT: Tivoli Netcool’s powerful “manager-of-managers” platform delivers end-to-end visibility and control of complex infrastructures- as a single integrated view. Benefits • Improve Mean Time to Repair • Highly Scalable: 100+ million events per day • Proactively manage capacity and performance of services • Single-pane-of-glass across silo’s, department, technologies • Thousands of supported devices…support for any environment • Leverages investments in existing domain tools and integrates with other OSS/BSS solutions

15. Visualize Business & Service Quality SERVICE MODELING & IMPACT MANAGEMENT: Through advanced service-level modeling and correlation, Netcool helps organizations monitor the availability, performance and quality of core services, applications, and business processes. Business & Service Quality Management Benefits • Improve Service Quality • Diagnose Service Problems: Pinpoint which service affecting events will impact service availability and quality • Monitor Service Quality: Calculate Key Quality Indicators (KQIs) • Track and manage service quality performance resolution • Create service trouble ticket report • Link service to customers, infrastructure & SLAs

16. BT Global Services Improve Availability, Performance and Provisioning Business Challenge To meet customer SLAs, BT Global Services needed to ensure the highest level of availability, performance and quality of its user provisioning service while keeping costs down “Tivoli Netcool is helping us move to a new business model, one in which we can manage enterprise-to-enterprise applications, guaranteeing availability and performance and charging for usage rather than a set fee. At the same time, it helps us contain operational costs. Without Tivoli Netcool, we would have had to deploy more servers for increased redundancy and would have needed more IT engineers to monitor component parameters.” — Peter Hascher Head, Development BT Global Services Business Benefits • Achieved 100% availability of critical service with only 5 engineers assigned to oversee environment • Met SLA requirements for service performance and quality • Avoided an impending outage by alerting staff to performance degradation • Contained costs by eliminating the need to add staff or new servers to meet availability goals • Enabled implementation of ITIL best practices to optimize efficiency Solution • IBM Tivoli Netcool

17. Cablecom Meet Service Guarantees & Enhance Customer Care Business Challenge Deliver multiple value-added services over existing Internet Protocol (IP) infrastructure while simultaneously managing the complexity of the infrastructure “With Tivoli Netcool software and trouble-ticketing integration, we aim to automatically correlate the network alarm to the service impacted within just 10 seconds, enabling Cablecom to meet service guarantees and enhance its customer care and service.” — Christian Kampfer Head of Network Operations Cablecom On Demand Business Benefits • Helps reduce time to correlate a network alarm to the service impacted from 50 minutes to just 10 seconds • Enables staff to resolve service-affecting alarms before they impact customers • Reduces number of event alarms • Optimizes resources for efficient headcount Solution • IBM Tivoli Netcool

18. TelstraClear Limited Integrated Approach to Service Management Business challenge • TelstraClear Limited, one of New Zealand’s largest full-service telecommunications companies, is finding that an integrated approach to service management is helping its staff easily manage the increased complexity and improve quality of service. The wanted to gain end-to-end visibility of its infrastructure to strengthen service quality and facilitate new product rollouts, including triple-play services for residential customers Solution TelstraClear selected IBM Tivoli Netcool software (formerly Micromuse Netcool) for its proven strength as an off-the-shelf fault management solution that could deploy rapidly, handle large volumes of event data and integrate quickly with third-party operational support systems. Benefits • Reduced operational expenses • Enabled rollout of new services months earlier than previously possible • Cut mean time to repair • Improved overall performance against KPIs and SLAs “We were able to deploy Tivoli Netcool software quickly and immediately consolidate information from many devices and elements. This enabled us to realize a return on investment in just weeks.” — Dilshan Perera Principal Systems Architect TelstraClear Limited

19. SmarTone-Vodafone End-to-End Visibility and Real-time Monitoring of the Mobile Infrastructure Business challenge • With the rapid rise in mobile subscribers in Hong Kong, SmarTone-Vodafone needed to increase operational efficiency and ensure competitive pricing while continuing to deliver high quality service. Solution IBM Tivoli Netcool allows SmarTone-Vodafone to monitor business and consumer services across its mobile infrastructure to proactively deliver a high-level of quality voice and data services to customers. The ability to manage its network in real time and anticipate problems is a key differentiator for SmarTone-Vodafone, as it aims to reduce the level of customer churn providing consistently reliable services Benefits • Improved customer service for increased customer retention • Reduced number of events per day—from 20,000 to 4,000 — reducing the amount of time it takes to manage the network by 80% • Helps staff understand the impact of a service degradation and prioritize time and resources to address critical problems first • Enables staff to determine which services require additional resources, or alternatively, identify where unnecessary investment is occurring “Tivoli Netcool software has made an immediate and positive impact on SmarTone-Vodafone’s GPRS network. The solution not only integrated easily with our systems and improved the level of service we provide, but has also provided the technological platform to assist us in continuing to succeed in Hong Kong’s telecommunications market.” — Mr. KK LukAssistant General Manager Engineering and Operations SmarTone-Vodafone

20. SwissCom Mobile 2G and 3G Wireless and Business Service Management Business challenge Swisscom Mobile recognized the need for a centralized, flexible, efficient and reliable service assurance system for monitoring existing and future wireless networks. They needed to integrate a telecom’s fault, performance and service status across an increasingly complex network infrastructure to help operational staff improve service delivery. Solution A common alarm management platform that provides a service-oriented overview of both second and third generation (2G and 3G) infrastructures Benefits • Tripled growth of services and infrastructure without a corresponding rise in headcount • Reduced volume of network alarms • Enabled rapid fault detection and resolution Key Components • consolidated operations management and fault correlation • Increased scalability and flexibility • Advanced service views of the IT infrastructure “Tivoli Netcool has enabled Swisscom Mobile to triple its business without increasing headcount.” –Mr. Rene Luyten, Project Manager, Swisscom Mobile

21. T-Mobile Austria End-to-end visibility of the wireless network Business challenge T-Mobile Austria sought operational efficiencies by incorporating several regional Service Operation Centers into a single center based in Bonn, Germany. T-Mobile needed a central management tool with the flexibility to integrate with a diverse number of third-party applications and devices, and with the scalability to consolidate hundreds of thousands of events in real time. Solution T-Mobile Austria uses Tivoli Netcool software as an end-to-end management solution with the scalability to consolidate and visualize a vast and complex network environment. Benefits • Reduced average number of events by a factor of 100 • Improved SLA adherence • Maximized operational efficiency • Increased customer retention “Tivoli Netcool service monitors manage our Internet services, our mobile radio networks, and most importantly, provide round-the-clock management of our host and server devices. This ensures that important applications will never fail without being noticed.” –Dr. Sabine Ringhofer, Senior Manager, Network Operations, T-Mobile Austria

22. Problem Management (TT) Service Desk Change Management Tivoli Netcool Service Assurance Portfolio Service Assurance Network Operations Executive Team Partners & IBM Additional IBM Telco Products Enterprise Sales IT Data Sources Customer Care Other Business Service Management Consolidated Operations Service Quality, SLA and Customer Experience Management Fulfillment IT Automation, Security & Storage Management Fault/Event Management Performance Management Application Management Inventory Discovery & OSS Network Mediation Billing OSS/BSS Data Legacy Systems Network & Operational Data

23. Service Assurance from IBM • Comprehensive portfolio • # 1 in Service Assurance with FM, PM, SQM, CEM, SLA offerings • Integrated solutions • Within Service Assurance portfolio, across Tivoli IT assets, with partners in OSS • Proven in the market • Over 1000 customers and growing – across Tier 1, 2 and 3 service providers • Open and standards-based • Integrate with other 3rd party software and comply with TMF standards • Technology coverage • Multi-technology/vendor spanning wireless, wireline & IP • Industry expertise and partnerships • Deep network knowledge; alliances with major NEPs