Using Operational Intelligence to Manage End-to-end Service Performance

QuestionAnswer
1. Are you concerned about your customers' "Quality of Experience" with your advanced services? Yes No
2. Can you monitor the overall Quality of Experience in real-time? Yes No
3. Can you correlate service exceptions and interuptions with specific customers? Yes No
4. Can you consistently take pre-emptive action to avoid service perception impacts? Yes No
5. Do you want to share easy to understand performance information with Customers? Yes No
6. Do you want to share summarized performance information vs. SLAs with Suppliers? Yes No
7. Do you have multiple infrastructure/ network management systems? Yes No
8. Could you charge more for better performing services? If yes, edit the figures below to your benchmarks. Yes No
Month Service ARPU(average revenue per unit): USD
Revenue uplift from better service management: %
RGUs (Revenue Generating Unit): Count
9. Are you losing customers because of service performance issues? If yes, edit the figures below to your benchmarks. Yes No
Average Lifetime Value of a Customer: USD
Estimate customers who churn per month from service performance issues: Count
10. Do you want to automate customer care interactions around Quality of Experience? If yes, edit the figures below to your benchmarks. Yes No
TypeAvg CostMonthly CountPercent Repetitive
Simple Calls: USD Count %
Service Escalations: USD Count %
Complex Repairs: USD Count %