ITU-T E 801-1996 Framework for Service Quality Agreement - Series E Telephone Network and ISDN Quality of Service Network Management and Traffic Engineering - Quality of Telecommun.pdf

1、STD-ITU-T RECMN E-801-ENGL LY7b E 48b257L b25377 ZLU W I NT E R NAT I O N AL TEL ECO M M U N I CAT I ON U N I ON ITU-T TELECOMMUNICATION STAN DARD IZATION SECTOR OF ITU E.801 (1 0196) SERIES E: TELEPHONE NETWORK AND ISDN Quality of service, network management and traffic engineering - Quality of tel

2、ecommunication services: concepts, models, objectives and dependability planning - Terms and definitions related to the quality of telecommunication services Framework for service quality agreement ITU-T Recommendation E.801 (Previously CCITT Recommendation) STD-ITU-T RECMN E-BOL.-ENGL lY7h M Li8b25

3、7L Ob25378 057 ITU-T E-SERIES RECOMMENDATIONS TELEPHONE NETWORK AND ISDN OPERATION, NUMBERING, ROUTING AND MOBILE SERVICES INTERNATIONAL OPERATION E. 1 OO-E. 229 OPERATIONAL PROVISIONS RELATING TO CHARGING AND ACCOUNTING IN E.230-E.299 THE INTERNATIONAL TELEPHONE SERVICE UTILIZATION OF THE INTERNATI

4、ONAL TELEPHONE NETWORK FOR NON- E. 300-E.329 TELEPHONY APPLICATIONS ISDN PROVISIONS CONCERNING USERS E.330-E.399 QUALIN OF SERVICE, NETWORK MANAGEMENT AND TRAFFIC ENGINEERING NETWORK MANAGEMENT E.400-E.489 International service statistics E.400-E.409 International network management E.410-E.419 Chec

5、king the quality of the international telephone service E.420-E.489 TRAFFIC ENGINEERING E.490-E.799 E.490-E.505 E. 506-E. 509 E.510-E.519 Measurement and recording of traffic Forecasting of traffic Determination of the number of circuits in manual operation Determination of the number of circuits in

6、 automatic and semi-automatic operation E.520-ES39 Grade of service E. 540-E. 599 Definitions E.600-E.699 ISDN traffic engineering E.700-E.749 Mobile network traffic engineering E.750-E.799 QUALITY OF TELECOMMUNICATION SERVICES: CONCEPTS, MODELS, OBJECTIVES AND DEPENDABILITY PLANNING E.800-E.899 Ter

7、ms and definitions related to the quality of telecommunication services E.800-E.809 Models for telecommunication services Objectives for quality of service and related concepts of telecommunication E.8 1 O-E. 844 E.845-E.859 services Use of quality of service objectives for planning of telecommunica

8、tion networks Field data collection and evaluation on the performance of equipment, networks and services E.860-E.879 E.880-E.899 For further details, please refer to ITU-T List of Recommendations STD-ITU-T RECMN E-BOL-ENGL L77b = i8b257 Ob25377 T73 = ITU-T RECOMMENDATION E301 FRAMEWORK FOR SERVICE

9、QUALITY AGREEMENT Summary The Service Quality Agreement (SQA) is a bi or multilateral agreement between interconnecting ROAs, network providers and/or service providers to initiate a formalized programme to monitor, measure and set targets that are intended to satis the end user and other customers.

10、 When appropriate, mutually agreed action plans will be developed to improve a target that is below the expected level of performance. This Recommendation outlines a framework for a service quality agreement that networklservice providers can mutually use to provide an agreed level of network and se

11、rvice performance. The SQA shall provide an agreed understanding between ROAs for measurements and targets that satisfy the end user. Source ITU-T Recommendation E.801 was prepared by ITU-T Study Group 2 (1993-1996) and was approved under the WTSC Resolution No. 1 procedure on the 8th of October 199

12、6. FOREWORD ITU (International Telecommunication Union) is the United Nations Specialized Agency in the field of telecommunications. The ITU Telecommunication Standardization Sector (ITU-T) is a permanent organ of the ITU. The ITU-T is responsible for studying technical, operating and tariff questio

13、ns and issuing Recommendations on them with a view to standardizing telecommunications on a worldwide basis. The World Telecommunication Standardization Conference (WTSC), which meets every four years, establishes the topics for study by the ITU-T Study Groups which, in their turn, produce Recommend

14、ations on these topics. The approval of Recommendations by the Members of the ITU-T is covered by the procedure laid down in WTSC Resolution No. 1 (Helsinki, March 1-12, 1993). In some areas of information technology which fall within ITU-Ts purview, the necessary standards are prepared on a collabo

15、rative basis with IS0 and IEC. NOTE In this Recommendation, the expression “Administration” is used for conciseness to indicate both a telecommunication administration and a recognized operating agency. O ITU 1997 All rights reserved. No part of this publication may be reproduced or utilized in any

16、form or by any means, electronic or mechanical, including photocopying and microfilm, without permission in writing from the ITU. ii Recommendation E.801 (10/96) STD-ITU-T RECMN E-BOL-ENGL 1177b LiBb2591 Ob25381 b4L 1 I 1 CONTENTS 1 Introduction 2 Purpose . 3 Framework 3.1 Typical list of contents .

17、 3.2 Description of contents by item 3.2.1 Introduction . 3.2.2 Scope . 3.2.4 Legal status 3.2.5 Measurements and targets . 3.2.6 Review process 3.2.7 Signatories . 3.2.8 Annex description . 4 Example of SQA between ROAs . Annex A - Framework schematic for SQA development . 3.2.3 Confidentiality . A

18、nnex B . Example of services and measurements B.1 Services . B.2 Measurements . B.2.1 B.2.2 Objective (technical and/or network) Subjective (customer survey measurements) Annex C . Example of measurement page Appendix I - Example of Service Quality Agreement (SQA) between ROAs . I . 1 Introduction 1

19、.2 Scope 1.3 Confidentiality 1.4 Measurements and targets 1.5 Management review process 1.6 Signatories Annex 1.A - Contact point(s) . Annex 1.B - List of measures Annex 1.C . Summary of typical measurements . Recommendation E.801 (10196) Page 1 1 1 1 2 2 2 2 2 2 2 2 3 3 3 4 4 6 7 7 7 8 8 9 10 11 .

20、111 STD-ITU-T RECMN E-BOL-ENGL L77b m Li8b2572 0b25362 588 m Recommendation E.801 FRAMEWORK FOR SERVICE QUALITY AGREEMENT (Geneva, 1996) This Recommendation focuses on developing a Service Quality Agreement (SQA) between Recognized Operating Agencies (ROAs), network providers and/or service provider

21、s. 1 Introduction In the current telecommunications environment, the networkhervice providers face increasing competitive pressure and customer driven requirements for reliable trouble free communications. A method to satis these requirements is for ROAs (Recognized Operating Agencies) to have joint

22、 service quality agreements. ROAs are strongly encouraged to develop SQAs with diverse ROAs so that service quality can be improved worldwide. 2 Purpose The SQA is a bi or multilateral agreement between interconnecting ROAs, network providers and/or service providers to initiate a formalized program

23、me to monitor, measure and set targets that are intended to satis the end user and other customers. When appropriate, mutually agreed action plans will be developed to improve a target that is below the expected level of performance. This Recommendation outlines a framework for a service quality agr

24、eement that networkkenice providers can mutually use to provide an agreed level of network and service performance. The SQA shall provide an agreed understanding between ROAs for measurements and targets that satis the end user. This framework (Annex A) can be used for any switched or dedicated serv

25、ice and incorporate any relevant ITU-T Recommendations. An optimum SQA would include customer surveys and relevant network measurements that can correlate to the customer surveys. But it is not necessary for the networkhervice providers to utilize customer survey results to have a satisfactory SQA.

26、A SQA that is solely based on technical network measurements can provide an acceptable service quality management process. 3 Framework The format and contents can, of course, be mutually developed by the networkhervice providers, but an outline example is shown below: 3.1 Typical list of contents -

27、Introduction. - Scope. - Confidentiality. - Legal status. - Measurements and targets. - Management review process. Recommendation E.801 (10/96) 1 - STD-ITU-T RECMN E-BOL-ENGL 177b E LiBb2571 b25383 LiLLI m - Signatories. - Annex description: a) Contact point(s); b) List of measures; c) List of terms

28、 and definitions. 3.2 Description of contents by item 3.2.1 Introduction It describes the purpose of the service quality agreement, namely: a) b) c) to assist the networldservice providers to exchange appropriate service quality and network performance data to a mutually agreed understanding; to pro

29、vide the base information of measurements and targets to prioritize and develop joint action plans for quality improvement initiatives; to define performance levels provided to each party within the scope of the agreement. 3.2.2 Scope a) b) A broad outline of the services covered within the SQA. A s

30、tatement on the types of measurements supporting the objective andor subjective criteria and parameters that are within the capabilities of each contributor. 3.2.3 Confidentiality A statement of confidentiality that details the treatment of the agreement and the sharing of information between the co

31、ncerned parties. 3.2.4 Legal status A statement of commitment to improve service quality within mutually agreed targets and treatment of failure to meet an agreed target whether or not contractual conditions are chosen to apply. 3.2.5 Measurements and targets A list of services, measurements and tar

32、gets agreed upon by the parties (refer to Annex B). NOTE - An example of a measurement page is shown in Annex C. 3.2.6 Review process a) b) A statement on the transfer of information, i.e. frequency and format. It may also include bilateral meetings on an annual or semi-annual basis. A statement on

33、the fiequency of review of the SQA contents; this is to keep it up to date as new services or measurement techniques are developed. This will also allow review to take place as the end user/customer expectations change and the SQA can be updated to these new levels of performance. 3.2.7 Signatories

34、The appropriate level of management fiom each party should sign the agreement to ensure the proper resources can be made available and the necessary actions can take place. 2 Recommendation E.801 (10/96) STD-ITU-T RECMN El8OL-ENGL L9lb 9 Lib259L Ob25384 350 m 3.2.8 Annex description Annexes to the S

35、QA that allow modifications to the agreement without disturbing the main body of the document, (namely 3.2.1 to 3.2.7 above). Annexes would typically include contact points, service descriptions, measurement details and supporting technologies. Annex A to Appendix I - Contact point(s) Contact point(

36、s) who has the authority for administering the SQA andor information exchange. Annex B to Appendix I - Supporting services and measures Description of the service and measurements namely: - service type; - title of measurement; - target value (see Note); - - - presentation of information; - conditio

37、ns and issues. definition of measure and/or service; basis of measurement (see Note); NOTE - This could be different for each party. Annex C to Appendix I - Terms and definitions A list of terms and definitions used within the agreement, including a statement of origin, e.g. Recommendations E.800, E

38、.600, etc. 4 Example of SQA between ROAS Appendix I illustrates a typical SQA. This appendix is not an integral part of Recommendation E.801 and is only meant as a guide for the reader. Recommendation E.801 (10/96) 3 STD-ITU-T RECMN E*BOL-ENGL L77b M LiBb257L Ob25385 277 D Annex A Framework schemati

39、c for SQA development Overall service level requirements Customer parameters Network QOS parameters I 1 c I I Interoperator QOS parameters I 1 Service Quality Agreement (SQA) TO20543085 FIGURE A.lE.801 Annex B Example of services and measurements B.l Services Any switched or dedicated service that i

40、s mutually agreeable for inclusion by either party. It can be switched traffic, multimedia (ISDN) or any leaseddedicated service. B.2 Measurements B.2.1 Objective (technical and/or network) The measurements should be applicable to the service and any current or proposed ITU-T Recommendations can be

41、used. It may be of interest to the parties to use measurements not covered by current ITU-T Recommendations when these may be better suited to measure the service. Some typical examples of measurements that can be included: - service provision; - service restoration; - - availability of interconnect

42、ion(s); fault occurrence rate (customer reported andor network detected); 4 Recommendation E.801 (10196) STD*ITU-T RECMN E-801-ENGL I99b D qBb2591 Ob2538b I23 W - - - traffic performance; - facsimile performance. customer trouble reports (complaints and/or faults); end-to-end testing (either non-int

43、rusive or test calls); B.2.2 Subjective (customer survey measurements) In order to evaluate service quality from a customers perspective, customer satisfaction measurements (surveys) are an effective methodology. The results can be obtained through interviews with customers or via statistical analys

44、is of customer reported data. Consideration should be given to both incident driven and non-incident (i.e. stock survey) sampling techniques. Annex C Example of measurement page Service: International Direct Dialled (IDD) switched network measure N (Nm N). Title of measurement: Answer Seizure Ratio

45、(ASR). Measurement statement - Purpose: To measure how effectively each network delivers calls. To measure the percentage of calls which seize an international circuit and are answered at the distant end (subscriber, answering machine, fax machine, etc.). Calls which are not answered result from net

46、work faults (signalling protocol, switching anomalies, no reply or subscriber busy, etc.). Target figure: 1995 I Total day: ROA 1 to ROA 2 ROA 2 to ROA 1 Busy/Peak period: ROA 1 to ROA 2 ROA 2 to ROA 1 65.8% 73.2% 69.3% 75.8% Definitions Answer seizure ratio = Answer calls x 100 Calls seizing intern

47、ational circuit ROA 1 100% Sample - 52 weekdyear Total day = 24 hours; Monday to Friday Busy/Peak period = 1400 to 1559 GMT; Monday to Friday ROA 2 100% Sample - First week of every month 24 hours; Sunday to Saturday 1600 to 1700 GMT; Sunday to Saturday - Total day Busy/Peak period = Recommendation

48、E.801 (10/96) 5 STD*ITU-T RECMN E-BOL-ENGL L99b = 98b257L Ob25387 ObT Means of measurement: ROA 1: Call Disposition System (CDS) collecting call completion data via CDR from international exchanges for every incoming and outgoing call. Includes non-completion resu1 ts. International exchange traffic

49、 records, call detail records. ROA 2: Presentation of information - - Quarterly (formal reporting process). - Tabular andor graphical. Monthly outputs and year to date (information exchange). Conditions and issues The above information will be supplemented by both parties to include dialled digits and non- completion data to focus attention upon completion performance and reasons for non-completion into certain areas. 6 Recommendation E.801 (10/96) STD*ITU-T RECMN E*BOL-ENGL L77b W ri8b257L Ob25388 TTb Appendix I Example of Service Quality Agreement (SQA) between ROAS CON