1、 ETSI EG 202 009-2 V1.3.1 (2014-12) User Group; Quality of telecom services; Part 2: User related indicators on a service specific basis ETSI GUIDE ETSI ETSI EG 202 009-2 V1.3.1 (2014-12) 2Reference REG/USER-00042-2 Keywords QoS, quality, service, SLA, user ETSI 650 Route des Lucioles F-06921 Sophia
2、 Antipolis Cedex - FRANCE Tel.: +33 4 92 94 42 00 Fax: +33 4 93 65 47 16 Siret N 348 623 562 00017 - NAF 742 C Association but non lucratif enregistre la Sous-Prfecture de Grasse (06) N 7803/88 Important notice The present document can be downloaded from: http:/www.etsi.org The present document may
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6、in any form or by any means, electronic or mechanical, including photocopying and microfilm except as authorized by written permission of ETSI. The content of the PDF version shall not be modified without the written authorization of ETSI. The copyright and the foregoing restriction extend to reprod
7、uction in all media. European Telecommunications Standards Institute 2014. All rights reserved. DECTTM, PLUGTESTSTM, UMTSTMand the ETSI logo are Trade Marks of ETSI registered for the benefit of its Members. 3GPPTM and LTE are Trade Marks of ETSI registered for the benefit of its Members and of the
8、3GPP Organizational Partners. GSM and the GSM logo are Trade Marks registered and owned by the GSM Association. ETSI ETSI EG 202 009-2 V1.3.1 (2014-12) 3Contents Intellectual Property Rights 5g3Foreword . 5g3Modal verbs terminology 5g3Introduction 5g31 Scope 7g32 References 7g32.1 Normative referenc
9、es . 8g32.2 Informative references 8g33 Definitions and abbreviations . 10g33.1 Definitions 10g33.2 Abbreviations . 10g34 QoS methodology implementation . 11g34.1 General principles for the metric and indicator definition 11g34.2 QoS requirements vs service element . 12g34.2.1 Flexibility 12g34.2.2
10、Usability 13g34.2.3 Security . 13g35 QoS metrics and indicators for the service behaviour in the service utilization 13g35.1 Audio broadcast - Audiostreaming . 14g35.2 Directory enquiry services 15g35.3 E-mail . 16g35.4 Fax 18g35.5 Internet services 19g35.6 Multimedia Message Service (MMS). 23g35.7
11、Operator services 25g35.8 Short Message Service (SMS) 26g35.9 Telephony . 28g35.10 Video broadcast - Video streaming 31g35.11 Voice mail 33g35.12 Voice messaging 34g35.13 For further study . 35g36 QoS metrics and indicators for all steps of the customer relationship course other than utilization 36g
12、36.1 Sales . 36g36.1.1 Preliminary information 36g36.1.1.1 Preliminary information needed by the customer for a telephony contract (fixed or mobile) . 38g36.1.1.2 Preliminary information needed by the customer for an ISP contract . 38g36.1.1.3 Preliminary information needed by the customer for a mul
13、ti-services contract (fixed or mobile) 39g36.1.2 Establishment of the contract (Terms and conditions) 39g36.2 Service provisioning . 41g36.3 Service alteration and technical upgrade 44g36.3.1 Service alteration 44g36.3.2 Technical upgrade . 46g36.4 Service support . 47g36.4.1 Documentation 48g36.4.2
14、 Technical support 49g36.4.3 Commercial support 50g36.4.4 Complaint management 52g36.5 Repair services . 54g36.6 Metering/charging/billing . 56g36.7 Network/service management by the customer 59g36.8 Cessation 61g37 Specific service elements . 62g3ETSI ETSI EG 202 009-2 V1.3.1 (2014-12) 47.1 Securit
15、y as a service element 62g37.1.1 Identification service element . 63g37.1.2 Authentication service element . 64g37.1.3 Authorization service element 64g37.1.4 Encryption service element. 65g37.1.5 Non repudiation service element 66g37.1.6 Time stamping service element 67g37.1.7 Digital signature ser
16、vice element 68g37.1.8 Certificate management service element 68g37.2 Flexibility as a service element 69g37.2.1 (Re)configuration service element 70g37.2.2 (Re)provisionning service element . 70g38 Specific aspects of the general public users criteria 71g39 Conclusion 72g3Annex A: Bibliography 73g3
17、History 75g3ETSI ETSI EG 202 009-2 V1.3.1 (2014-12) 5Intellectual Property Rights IPRs essential or potentially essential to the present document may have been declared to ETSI. The information pertaining to these essential IPRs, if any, is publicly available for ETSI members and non-members, and ca
18、n be found in ETSI SR 000 314: “Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to ETSI in respect of ETSI standards“, which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web server (http:/ipr.etsi.org). Pursuant to the ETSI
19、IPR Policy, no investigation, including IPR searches, has been carried out by ETSI. No guarantee can be given as to the existence of other IPRs not referenced in ETSI SR 000 314 (or the updates on the ETSI Web server) which are, or may be, or may become, essential to the present document. Foreword T
20、his ETSI Guide (EG) has been produced by ETSI User Group (USER). It includes, among other contributions, excerpts of the final report of Bannock Consultings project for the European Commissions DG Information Society. The present document is part 2 of a multi-part deliverable covering the quality of
21、 telecom services, as identified below: Part 1: “Methodology for identification of indicators relevant to the Users“; Part 2: “User related indicators on a service specific basis“; Part 3: “Template for Service Level Agreements (SLA)“. Modal verbs terminology In the present document “shall“, “shall
22、not“, “should“, “should not“, “may“, “may not“, “need“, “need not“, “will“, “will not“, “can“ and “cannot“ are to be interpreted as described in clause 3.2 of the ETSI Drafting Rules (Verbal forms for the expression of provisions). “must“ and “must not“ are NOT allowed in ETSI deliverables except wh
23、en used in direct citation. Introduction Quality of Service can be evaluated from different perspectives and therefore using different measurement methods: a) a first level of QoS is related to the reliability of the equipment and can be measured accurately via technical means; b) a second level is
24、related to the service provisioning and is closely linked to the kind of use of the service. Therefore appropriate criteria have to be defined according to this kind of use between the customer and the supplier; the service delivery QoS depends on the network as well as on the server behaviours; c)
25、the last one is intended to measure the subjective satisfaction of the customer and there is often no other means than a survey to get it (MOS value for media quality and OR for other services). In the two first categories, technical means can be used to perform the measurements and in such cases, s
26、tandards are often useful to achieve a common approach; such standards are given as references where appropriate. They include a precise definition of the relating metric and indicators and how to measure them. Unfortunately, they are not always providing enough indications on the size and how to se
27、lect the samples to be measured. ETSI EG 202 009-1 i.11 can help on these aspects but additional study may be needed to reach the right accuracy. In the last category, the present document aims to give guidance on how to carry out the measurements including the subjective ones. ETSI ETSI EG 202 009-
28、2 V1.3.1 (2014-12) 6Measurements of every interesting indicator all the time might be very expensive and can even jeopardize the network and service performances. It can be more appropriate to get some of them via a poll on a limited number of users and for a limited period of time. In addition, a t
29、hird party may be needed to carry out these measurements to make them more reliable and avoid any criticism from one of the involved parties. ETSI ETSI EG 202 009-2 V1.3.1 (2014-12) 71 Scope In the current competitive world, Quality of Service (QoS) is becoming, jointly with cost, a key parameter in
30、 selling and buying telecommunications services. At the same time, technology and liberalization trends are raising new types of concerns unknown with the Plain Old Telephony Services (POTS) using switched connections provided by a single monopoly supplier. Nowadays, there are several standards desc
31、ribing QoS measurements but the question of which indicators are the most interesting to be monitored from the users point of view and which values they should meet is still open. The present document proposes a reference model to evaluate the Quality of Service from the users point of view, definin
32、g the following concepts: a) the appropriate indicators for a QoS assessment from the user point of view, i.e. KQI and SLO (see ETSI EG 202 009-1 i.11, clause 4.3); b) the methods to acquire the indicator values (KQI) needed to assess the quality of service. The main principles for these definitions
33、 are: To define the services according to the applications performed by the user and not by the technical solution: for example, voice over IP is one of the many technical solutions to communicate between subscribers of the world-wide telephone network; ATM, frame Relay, IP are some of the many tech
34、nical solutions to ensure a data transmission service between a terminal and a server or between networks. The quality criteria are the same, only the Service Level achieved can be different. To define the quality criteria with respect of usage and not technique. In speech quality, users are more in
35、terested in intelligibility than in bandwidth, distortion, signal to noise ratio or lost packets. Quality criteria should be defined as SLO (KQI), then translated into technical criteria (KPI). This means that providers may use different performance indicators to quantify and monitor the quality, de
36、pending on the technology used to match a particular SLO. Therefore, the present document does not intend to describe measurement techniques since several ETSI TCs are dealing with such techniques and have the appropriate technical knowledge to develop standards in this area. ETSI EG 202 009-1 i.11
37、gives guidance in identifying the indicators relevant from the user requirement point of view. If these metrics and indicators are used in a Service Level Agreements (SLA), it is crucial to define, at least for the most important ones, the agreed quality targets. If the aim is a comparison of the re
38、spective providers performances, then quality targets can be provided as guidance for the general public to assess if the QoS of the results achieved is satisfactory or not. The preferred values and the means to aggregate them are provided in a separate document ETSI EG 202 934 i.17. The present doc
39、ument intends to define user related service specific KQI as far as possible using formal standards while ETSI EG 202 009-3 i.12 proposes a template for a SLA dealing with all service aspects, including penalties, escalation procedures, areas of responsibility, etc. where these metrics and indicator
40、s can be used. The purpose of the present document is to use the methodology described in ETSI EG 202 009-1 i.11 to define, for each QoS criterion, the relevant metrics and indicators (KQI) for a choice of services and for each step of the customer relationship course. Hence each customer can have a
41、 comprehensive information on the features of the service he intends to buy according to the various providers. This will enable him to select the best suited to his needs. 2 References References are either specific (identified by date of publication and/or edition number or version number) or non-
42、specific. For specific references, only the cited version applies. For non-specific references, the latest version of the reference document (including any amendments) applies. Referenced documents which are not found to be publicly available in the expected location might be found at http:/docbox.e
43、tsi.org/Reference. NOTE: While any hyperlinks included in this clause were valid at the time of publication ETSI cannot guarantee their long term validity. ETSI ETSI EG 202 009-2 V1.3.1 (2014-12) 82.1 Normative references The following referenced documents are necessary for the application of the pr
44、esent document. Not applicable. 2.2 Informative references The following referenced documents are not necessary for the application of the present document but they assist the user with regard to a particular subject area. i.1 Recommendation ITU-T G.1010: “End-user multimedia QoS categories“. i.2 Re
45、commendation ITU-T P.800: “Methods for subjective determination of transmission quality“. i.3 Recommendation ITU-T P.800.1: “Mean Opinion Score (MOS) terminology“. i.4 Recommendation ITU-T P.862: “Perceptual evaluation of speech quality (PESQ), an objective method for end-to-end speech quality asses
46、sment of narrowband telephone networks and speech codecs“. i.5 Recommendation ITU-T P.862.1: “Mapping function for transforming P.862 raw result scores to MOS-LQO“. i.6 Recommendation ITU-T P.862.2: “Wideband extension to Recommendation P.862 for the assessment of wideband telephone networks and spe
47、ech codecs“. i.7 Recommendation ITU-T P.862.3: “Application guide for objective quality measurement based on Recommendations P.862, P.862.1 and P.862.2“. i.8 Recommendation ITU-T P.863: “Perceptual objective listening quality assessment“. i.9 Recommendation ITU-T T.22: “Standardized test charts for
48、document facsimile transmissions“. i.10 ETSI EG 201 769: “Speech Processing, Transmission and Quality Aspects (STQ); QoS parameter definitions and measurements; Parameters for voice telephony service required under the ONP Voice Telephony Directive 98/10/EC“. i.11 ETSI EG 202 009-1: “User Group; Qua
49、lity of telecom services; Part 1: Methodology for identification of parameters relevant to the Users“. i.12 ETSI EG 202 009-3: “User Group; Quality of telecom services; Part 3: Template for Service Level Agreements (SLA)“. i.13 ETSI EG 202 057-2: “Speech and multimedia Transmission Quality (STQ); User related QoS parameter definitions and measurements; Part 2: Voice telephony, Group 3 fax, modem data services and SMS“. i.14 ETSI EG 202 057-3: “Speech Processing, Transmission and Quality Aspects (STQ); User related QoS parameter
