1、 I n t e r n a t i o n a l T e l e c o m m u n i c a t i o n U n i o n ITU-T Series E TELECOMMUNICATION STANDARDIZATION SECTOR OF ITU Supplement 10 (01/2016) SERIES E: OVERALL NETWORK OPERATION, TELEPHONE SERVICE, SERVICE OPERATION AND HUMAN FACTORS ITU-T E.800 series QoS/QoE framework for the trans
2、ition from network oriented to service oriented operations ITU-T E-series Recommendations Supplement 10 ITU-T E-SERIES RECOMMENDATIONS OVERALL NETWORK OPERATION, TELEPHONE SERVICE, SERVICE OPERATION AND HUMAN FACTORS INTERNATIONAL OPERATION Definitions E.100E.103 General provisions concerning Admini
3、strations E.104E.119 General provisions concerning users E.120E.139 Operation of international telephone services E.140E.159 Numbering plan of the international telephone service E.160E.169 International routing plan E.170E.179 Tones in national signalling systems E.180E.189 Numbering plan of the in
4、ternational telephone service E.190E.199 Maritime mobile service and public land mobile service E.200E.229 OPERATIONAL PROVISIONS RELATING TO CHARGING AND ACCOUNTING IN THE INTERNATIONAL TELEPHONE SERVICE Charging in the international telephone service E.230E.249 Measuring and recording call duratio
5、ns for accounting purposes E.260E.269 UTILIZATION OF THE INTERNATIONAL TELEPHONE NETWORK FOR NON-TELEPHONY APPLICATIONS General E.300E.319 Phototelegraphy E.320E.329 ISDN PROVISIONS CONCERNING USERS E.330E.349 INTERNATIONAL ROUTING PLAN E.350E.399 NETWORK MANAGEMENT International service statistics
6、E.400E.404 International network management E.405E.419 Checking the quality of the international telephone service E.420E.489 TRAFFIC ENGINEERING Measurement and recording of traffic E.490E.505 Forecasting of traffic E.506E.509 Determination of the number of circuits in manual operation E.510E.519 D
7、etermination of the number of circuits in automatic and semi-automatic operation E.520E.539 Grade of service E.540E.599 Definitions E.600E.649 Traffic engineering for IP-networks E.650E.699 ISDN traffic engineering E.700E.749 Mobile network traffic engineering E.750E.799 QUALITY OF TELECOMMUNICATION
8、 SERVICES: CONCEPTS, MODELS, OBJECTIVES AND DEPENDABILITY PLANNING Terms and definitions related to the quality of telecommunication services E.800E.809 Models for telecommunication services E.810E.844 Objectives for quality of service and related concepts of telecommunication services E.845E.859 Us
9、e of quality of service objectives for planning of telecommunication networks E.860E.879 Field data collection and evaluation on the performance of equipment, networks and services E.880E.899 OTHER E.900E.999 INTERNATIONAL OPERATION Numbering plan of the international telephone service E.1100E.1199
10、NETWORK MANAGEMENT International network management E.4100E.4199 For further details, please refer to the list of ITU-T Recommendations. E series Supplement 10 (01/2016) i Supplement 10 to ITU-T E-series Recommendations ITU-T E.800 series QoS/QoE framework for the transition from network oriented to
11、 service oriented operations Summary Supplement 10 to ITU-T E-series Recommendations intends to provide the basis of the service quality management (SQM) and customer experience management (CEM) and key parameters related to SQM and CEM for supporting operations within the service operations centre
12、(SOC). The introduction of the two paradigms, for instance SQM and CEM managed via the SOC is an essential component in order to: Monitor and maintain an acceptable level of quality for end-to-end services delivered to an individual or a group of customers. Measure not only quality of service (QoS)
13、parameters but also the level of consumer satisfaction regarding services delivered by communication network/service provider). This Supplement can be used by communication network/service providers in order to provide a better quality of experience (QoE) and quality of service (QoS) to their custom
14、ers. History Edition Recommendation Approval Study Group Unique ID* 1.0 ITU-T E-800 series Suppl. 10 2016-01-21 12 11.1002/1000/12762 Keywords Service quality management (SQM), customer experience management (CEM), service operations centre (SOC), communication service provider (CSP). * To access th
15、e Recommendation, type the URL http:/handle.itu.int/ in the address field of your web browser, followed by the Recommendations unique ID. For example, http:/handle.itu.int/11.1002/1000/11830-en. ii E series Supplement 10 (01/2016) FOREWORD The International Telecommunication Union (ITU) is the Unite
16、d Nations specialized agency in the field of telecommunications, information and communication technologies (ICTs). The ITU Telecommunication Standardization Sector (ITU-T) is a permanent organ of ITU. ITU-T is responsible for studying technical, operating and tariff questions and issuing Recommenda
17、tions on them with a view to standardizing telecommunications on a worldwide basis. The World Telecommunication Standardization Assembly (WTSA), which meets every four years, establishes the topics for study by the ITU-T study groups which, in turn, produce Recommendations on these topics. The appro
18、val of ITU-T Recommendations is covered by the procedure laid down in WTSA Resolution 1. In some areas of information technology which fall within ITU-Ts purview, the necessary standards are prepared on a collaborative basis with ISO and IEC. NOTE In this publication, the expression “Administration“
19、 is used for conciseness to indicate both a telecommunication administration and a recognized operating agency. Compliance with this publication is voluntary. However, the publication may contain certain mandatory provisions (to ensure, e.g., interoperability or applicability) and compliance with th
20、e publication is achieved when all of these mandatory provisions are met. The words “shall“ or some other obligatory language such as “must“ and the negative equivalents are used to express requirements. The use of such words does not suggest that compliance with the publication is required of any p
21、arty. INTELLECTUAL PROPERTY RIGHTSITU draws attention to the possibility that the practice or implementation of this publication may involve the use of a claimed Intellectual Property Right. ITU takes no position concerning the evidence, validity or applicability of claimed Intellectual Property Rig
22、hts, whether asserted by ITU members or others outside of the publication development process. As of the date of approval of this publication, ITU had not received notice of intellectual property, protected by patents, which may be required to implement this publication. However, implementers are ca
23、utioned that this may not represent the latest information and are therefore strongly urged to consult the TSB patent database at http:/www.itu.int/ITU-T/ipr/. ITU 2016 All rights reserved. No part of this publication may be reproduced, by any means whatsoever, without the prior written permission o
24、f ITU. E series Supplement 10 (01/2016) iii Table of Contents Page 1 Scope . 1 2 References . 1 3 Definitions 1 3.1 Terms defined elsewhere 1 3.2 Terms defined in this Supplement 2 4 Abbreviations and acronyms 2 5 Conventions 2 6 Basis of CEM and SQM . 2 6.1 Customer experience management . 3 6.2 Se
25、rvice quality management (SQM) 3 6.3 CEM and SQM together . 4 7 Key parameters related to SQM and CEM . 4 7.1 Technical parameters 5 7.2 Non-technical parameters . 5 iv E series Supplement 10 (01/2016) Introduction As competitive pressures, customer expectations and the complexities of quality contr
26、ol for voice and data services rise and profit margins shrink, there is a need for communication network/service providers to transform their businesses from network-oriented to service-oriented businesses in order to embrace a broader concept of quality of service (QoS) as described in ITU-T G.1000
27、. Figure 1 Four viewpoints of QoS (source: ITU-T G.1000) Figure 1 adapted from ITU-T G.1000 shows four viewpoints of QoS, which are oriented to identify problems associated with quality of service from the perspective of customers and service providers: Customers QoS requirements: Simple language de
28、claration of the QoS level required by customers/users when utilizing services/applications. QoS offered/planned by the service provider: Declaration of QoS level expectations when providing services to customers. QoS achieved/delivered by the service provider: Declaration of the real achieved and d
29、elivered-to-customers QoS level. QoS perceived by the customer: Statement of the QoS level that the customer believes/thinks is the level of quality received or experienced. The identification of how QoS behaves with regard to these viewpoints could be achieved more easily by means of automated proc
30、esses that help construct and monitor key parameters providing information on this matter, from the consumer point of view. Therefore, the introduction of the two paradigms, for instance service quality management (SQM) and customer experience management (CEM) managed via a service operation centre
31、(SOC) is an essential component in order to: Monitor and maintain an acceptable level of quality for end-to-end services delivered to an individual or a group of customers. Measure not only QoS parameters but also the level of consumer satisfaction regarding services delivered by the communication n
32、etwork/service provider. This Supplement can be used by communication network/service providers in order to provide a better QoE and QoS to their customers/end users. Thus, this Supplement focuses on providing the basis of the SQM and CEM functions and key parameters related to SQM and CEM for suppo
33、rting operations within a SOC environment. E series Supplement 10 (01/2016) 1 Supplement 10 to ITU-T E-series Recommendations ITU-T E.800 series QoS/QoE framework for the transition from network oriented to service oriented operations 1 Scope This Supplement: Provides the framework for a service ope
34、rations centre (SOC) developed with service quality management functions and solutions and an evolving customer experience with a view to operations for converged networks and services. Identifies key parameters relating to service quality management (SQM), quality of experience (QoE) and performanc
35、e for supporting operations within a service operations centre (SOC) environment. 2 References ITU-T E.800 Recommendation ITU-T E.800 (2008), Definitions of terms related to quality of service. ITU-T E.802 Recommendation ITU-T E.802 (2007), Framework and methodologies for the determination and appli
36、cation of QoS parameters. ITU-T E.804 Recommendation ITU-T E.804 (2014), Quality of service aspects for popular services in mobile networks. ITU-T G.1000 Recommendation ITU-T G.1000 (2001), Communications Quality of Service: A framework and definitions. TR 148 v0.9 TeleManagement Forum Technical Rep
37、ort, TR 148 v0.9 (2009), Managing the Quality of Customer Experience. TR 149 v0.9 TeleManagement Forum Technical Report Part 1, TR 149 v0.9 (2009): Holistic e2e Customer Experience Framework. Chappell Chappell, Heavy Reading (2014), Managing Customer Experience of the network: Strategies for Success
38、. 3 Definitions 3.1 Terms defined elsewhere This Supplement uses the following terms defined elsewhere: 3.1.1 quality of experience (QoE) ITU-T E.804: The inclusion of the user to the overall quality in telecommunications extends the rather objective QoS to the highly subjective quality of experienc
39、e (QoE). The QoE differs from user to user since it is influenced by personal experiences and expectations of the individual user. 3.1.2 quality of service (QoS) ITU-T E.800: Totality of characteristics of a telecommunications service that bear on its ability to satisfy stated and implied needs of t
40、he user of the service. 2 E series Supplement 10 (01/2016) 3.2 Terms defined in this Supplement This Supplement defines the following terms: 3.2.1 customer experience: The accumulation of all experiences a customer has with a service provider during his/her relationship with that provider which resu
41、lts from the direct interaction with the offered services. 3.2.2 communication network provider (CNP): An organization that offers a communication network to the communication service providers. 3.2.3 communication service provider (CSP): An organization that offers communication services to the cus
42、tomer and/or users. 3.2.4 customer experience management (CEM): An approach designed to focus on procedures and a methodology to satisfy the service quality needs of each end-user. 3.2.5 service quality management (SQM): The process of monitoring and maintaining an acceptable level of quality for en
43、d-to-end services delivered to an individual or a group of customers. 4 Abbreviations and acronyms This Supplement uses the following abbreviations and acronyms: CEM Customer Experience Management CNP Communication Network Provider CSP Communication Service Provider KPI Key Performance Indicator KQI
44、 Key Quality Indicator NOC Network Operation Centre QoE Quality of Experience QoS Quality of Service SLA Service Level Agreement SMS Short Message Service SOC Service Operation Centre SQM Service Quality Management WAP Wireless Application Protocol 5 Conventions None. 6 Basis of CEM and SQM This cla
45、use introduces the two concepts adopted in service operations centre (SOC) environments, specifically customer experience management (CEM) and service quality management (SQM). The SOC concept is the key for service and user centric operation transformation. A SOC enables better service quality expe
46、rience and operational effectiveness, together with revenue and margin enhancement. E series Supplement 10 (01/2016) 3 Previously an understanding of consumer behaviour was not very important to communication network providers (CNPs) and communication service providers (CSPs). CSPs and CNPs tended t
47、o focus more on measuring the parameters of the network part, for example network bandwidth and channel capacity. Nowadays however the service quality experienced by customers may include other quality parameters, such as for instance the time it takes for the user to receive a billing request respo
48、nse from a CSP. 6.1 Customer experience management According to TR 148 v0.9, customer experience is defined as “the result of the sum of observations, perceptions, thoughts and feelings arising from interactions and relationships (direct and indirect) over an interval of time between a customer and
49、their provider(s) when using a service“. Customer experience management (CEM) is a management discipline that uses the most relevant insights about the customer to drive the right actions across appropriate domains of the business and measures the outcomes of those actions to refine both insights and actions in the future. The CEM approach is designed with procedures and methodology to satisfy the service quality needed by each and every customer. It provides a fully
