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Success Story

SEP 2011 ISSUE 30

Virgin Media UK
Long term Partnership for full Managed Services
By Ajay Sharma
Huawei E2E (End to End) Managed Services Solution from Build to Operations helps Virgin Media UK improve entry to market in optical space with Virgin Media partner Arqiva.
Virgin Media provides fixed and mobile telephone, television and broadband internet services to domestic and business customers in the United Kingdom. Virgin Media owns and operates its own fibre-optic cable network, the only national cable network in the United Kingdom. As at 31 December 2010, it had a total of approximately 4.8 million cable customers, of whom around 3.78 million were supplied with television services, around 4.01 million with broadband internet services and around 4.16 million with fixed-line telephony services. As of the same date, it had around 3.07 million mobile telephony customers. Virgin Medias partner, Arqiva, the communications infrastructure and media services company, operates at the heart of the broadcast, satellite and mobile communications markets. The company is at the forefront of network solutions and services in the digital world. Arqiva provides much of the infrastructure behind television, radio, satellite and wireless communications in the UK and has a significant presence in Ireland, mainland Europe and the USA. Customers include major broadcasters such as the BBC, ITV, BSkyB and the independent radio groups, major telco providers including the UK's five mobile network operators, and the emergency services. Virgin Media was looking for a capable and trusted partner for total optical solution from Build to Operate, with minimum OPEX and improved time to market for her customers. Virgin Media also need a capable partner who can provide single point of contact for technical support and resolution in the new network.

Looking for a Managed Services Partner


In order to deal with the challenges and faster capability development, Virgin Media awarded Huawei an E2E Managed Services contract, with full build and operate scope of the optical network of Arqiva. The renewable 10-year Managed Services contract will allow Virgin Media to minimize OPEX, faster entry to market and full scope capable trusted Managed Services partner. Huawei Managed Services complies with the principle of modular development and flexibility combined, according to Virgin Medias and Arqivas actual needs, to provide the best customized service solution. This service solution aims at a quick and effective response in case of a malfunction of hardware or software to ensure network reliability, availability and optimum resources utilization. Huawei provided Virgin Media and Arqiva with access to Huaweis Service Management Centre, SMC, based in Basingstoke to provide a single point of contact into Huawei and Technical Assistance Centre (TAC), TAC provide co-ordination for the resolution of troubles, physical and logical problems associated with the products and services supplied by Huawei. Huawei engineers use remote diagnostics to analyze any problem, dispatch a field technician as required to resolve problems, together with any spare equipments required, escalate as necessary, and oversee service restoration. This activity works closely, whenever necessary or appropriate, to encompass co-ordination with Virgin Media or third parties to resolve services-related problems, where Huawei acts as Managing Agent.

Highlights
Customer Challenges: Reduce Opex to relieve financial stress Capture and improve market share Sustainable and long-term collaboration with Huawei for the smooth operation of existing installed base and future network evolution Huawei Solution: E2E MS for Huawei transmission network covering whole country: NOC 1st line, 2nd and 3rd line support, Field Maintenance, Service Provisioning, SPMS, Network Capacity & Performance & Reporting Management Contract Duration: 10 years Customer Benefits: Time-to-market improvement (333 Principle 3 days, 3 weeks, 3 months) Configuration based solution Drive business to the web Automatic business processes Less applications and vendors to deal with

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Success Story
Huawei also enacted 3-3-3 principle (3 hours, 3 days, 3 months) for configuration and change management to significantly improve time to market. measurements, internal and external cleaning, surveys, as well as the analysis and replacement/ repair of units, boards, components, modules. Spare management services work scheme with the Virgin Media & Arqiva full agreement and support. Faster time to market 333 principle Circuit Provisioning Circuit Provisioning consists primarily of the core data logical and physical changes to the network elements. This task is initiated on receipt of a work order from Virgin Media. Huawei response time is based on 333 principle 3 hours, 3 weeks and 3 months for all change management program including circuit provisioning. Typical changes are: Additions i.e. new circuits / services / features, Deletions, Modifications or rearrangements to existing circuits / services / features, completing, rearranging and removing physical connections and jumpers, testing and commissioning, Local access tail circuit connection and testing. Continuous improvement and reporting Huawei reports to Virgin Media and Arqiva on the network and customer support service delivery quality, including fault receipt and handling status and spare parts support service delivery, on a monthly basis. Under Huawei governance, all services are analyzed and audited for performance improvement and shared with the customer to report performance and improvement initiatives.

Huawei Managed Services


NOC and TAC NOC & Technical support service is a day-today operational service provided by Huawei to monitor and survey all ArqNet core and core connected sites and all Huawei optical systems from our SMC and respond to all technical service requests and fault reports from the customer. This service also carries out and co-ordinates all repair work done on the network to ensure normal running at all times. Arqvia and Virgin Media can report a failure to Huawei SMC and TAC through the Helpdesk service hotline 24x7. SPOC - FLM FLM provides a single interface through which all customer service requests are handled, in addition to providing a non-fault enquiry service. FLM enables Virgin Media and Arqiva to communicate directly with Huawei engineers to consult on maintenance and provisioning problems. FLM is intended to act as managing agent to hand off faults sectionalized to Virgin Media network or other 3rd party or network operators. Proactive Preventive Maintenance Huawei provides preventative maintenance to check the environment, configuration, status and performance of specified Huaweimade equipment in the ArqNet network. Huawei analyzes the running status of network equipment to detect hidden trouble and potential risks, provide the check report and improvement suggestions. The objective of Preventative Maintenance is to keep the equipment operating in a stable and normal status, preventing deficiencies and degradations, thus enabling the reduction of failures and corrective maintenance interventions. Preventive Maintenance comprises a program of activities, performed periodically, on core network by on-site action or remote access. This includes checks, abnormality corrections, adjustments, tests,

Service Parts Management is the service where Huawei owns, stores and distributes service parts for first line maintenance of Huawei supplied equipment in ArqNet network. In this case, Huawei takes full responsibility for the flow of service parts between the service part stores and ArqNet network nodes, delivering Replacement Units to where they are required within defined short lead-times. The service parts stock is frequently monitored and redimensioned, in order to ensure that sufficient quantity of service parts are always available. Technical Assistance center Huawei Technical Assistance 2nd level support means Huawei engineers analyze the cause of a reported fault, an alarm event, trouble passed from 1st line maintenance or nonemergency fault reported by customer to give an effective and feasible solution to ensure stable equipment running. When technical problems occur, Huawei TAC, in co-ordination via First Level Maintenance and Helpdesk, will provide a solution using remote equipment access, analysis, diagnosis, and fault location, through to the provision of an effective solution. Huawei engineers provide remote assistance for Virgin Media and Arqiva to implement any other solutions as necessary. Huawei take the responsibility of on-site fault information collection/solution implementation or on-site problem handling as needed. R&D Support Huawei provides round-the-clock recovery service or fault restoration provided by Huawei R&D where 1st and 2nd line support have been unable to resolve any issues or under emergency situations or major service trouble involvement. Its purpose is to respond to SMC and recover any system problems quickly within the defined SLA. In order to reduce the risk of software patching problems, Huawei provides a full implementation service to install patches for network nodes and elements remotely or on site. This is coordinated through a planned

Enjoying the Benefits


With Huawei E2E Managed Services Virgin Media UK enjoys the following benefits: faster time to market and improved market share, sustainable and long-term collaboration with Huawei for the smooth operation of existing installed base and future network evolution. Virgin Media greatly appreciated Huaweis end-to-end Managed Services solutions, its global platform and local delivery, the mutual trust and the long-term partnership between Virgin Media and Huawei. This is summarized in ever-increasing relations between Huawei and Virgin Media.

Editor: yangdong edward yangdong@huawei.com

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SEP 2011 ISSUE 30

Virgin Media UK
Virgin Media provides fixed and mobile telephone, television and broadband internet services to domestic and business customers in the United Kingdom. Virgin Media owns and operates its own fibre-optic cable network, the only national cable network in the United Kingdom. As at 31 December 2010 it had a total of approximately 4.8 million cable customers, of whom around 3.78 million were supplied with television services, around 4.01 million with broadband internet services and around 4.16 million with fixed-line telephony services As at the same date it had around 3.07 million mobile telephony customers. The company was formed in 2006 by the merger of NTL and Telewest, which created ntl:Telewest. A further merger with Virgin Mobile UK later in 2006 created the first "quadruple-play" media company in the United Kingdom, bringing together television, internet, mobile phone and fixed-line telephone services. All of the company's services were rebranded under the Virgin Media name in February 2007. Website: http://www.virginmedia.com/

Operator V, UK Transport Managed Services


Virgin Media on behalf of its customer Arqiva signed a Memorandum of Understanding (MoU) with Huawei Technologies Co.,Ltd. on 3rd December 2009 for the provisioning of Managed Services (MS) and Installation and Commissioning services (I&C Services) for the delivery of DWDM/SDH based nationwide solution.

Challenges
Reduce OPEX and Financial stress Capture and improve market share Ensure smooth operation of existing installed base and future network evolution

Huawei Solution
e2e MS for Huawei transmission network covering whole country: NOC 1st Line, 2nd and 3rd Line support, Field Mainetnance, Service Provisioning, SPMS Network Capacity & Performance & Reporting Management Technology: (UT) TRAN: Huawei + NSN, Trs: Ericsson + NSN + AL Contract Duration: 10 years

Customer Benefits
Time-to-market improvement (333 Principle 3 days, 3 weeks, 3 months) Configuration based solution Drive business to the web Automatic business processes Less applications and vendors to deal with

Arqiva UK
Arqiva, the communications infrastructure and media services company, operates at the heart of the broadcast, satellite and mobile communications markets. The company is at the forefront of network solutions and services in the digital world. Arqiva provides much of the infrastructure behind television, radio, satellite and wireless communications in the UK and has a significant presence in Ireland, mainland Europe and the USA. Customers include major broadcasters such as the BBC, ITV, BSkyB and the independent radio groups, major telco providers including the UK's five mobile network operators, and the emergency services. Website: http://www.arqiva.com/

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