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Home > Computers and Information Technology > IT Administration & Services > IT Spending & Administration
Time to Close the Loop Between Service Fulfillment and Service Assurance
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| Published Date:
October 2007
Published By:
Yankee Group
Order Code:
R388-2514
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Critical cornerstones of service providers’ success, which revolve around operational efficiency and the customer experience,
are based on service fulfillment and service assurance functions. Service fulfillment systems support processes that ensure
service providers give requested services to customers in a timely and correct manner. Service assurance solutions monitor
service performance based on the customer’s view, not the network manager’s view. Based on defined key performance
indicators (KPIs), key quality indicators (KQIs) and service-level agreements (SLAs), these solutions help service providers
connect network, service performance with the end-user experience.
Although service fulfillment and service assurance play complementary roles, there is a certain level of disconnect between
these two functions in service providers’ infrastructure. This hinders service provider’s ability to improve the customer
experience, reduce support costs, accelerate time-to-market of services and assure smooth introduction of launched services
from day one. The need of the hour is a closed-loop approach between service assurance and service fulfillment solutions. This
would catalyze the corrective measures so that closed-loop automation can be obtained between assurance and fulfillment
solutions, which will also allow service providers to have an end-to-end view of services data, without need for replication of
data across fulfillment and assurance systems.
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