1< back to contentsobjective: to explore ways in which communications service providers (csps) can enhance service-centric operations transformation, accelerated through the use of ai, and by identifying new value metrics and measurement methodologies. an industry whitepaperversion 2.0june 2024new-generation intelligent operations:sponsored by:the service-centric transformation path 2< back to contents axiata xl syakil bin shahabudinchina mobile cheng lu, ding dong, lin chongyun, wang chen, jin dongsheng, zheng yifeng, peng chenfa, an jiujiang, yang chuan, huang jie, xu ming, kong huamingchina unicom wang yu, zhou ying, zhu hong, fan yanlinhkt tom pang, kam shing fung, otto lauorange emmanuel chautard, olivier simon, aroussia maadi, tristan trepat-marti, gabriel junghiatu, asser el nahas, alexis koalla, linda chong chauvothuawei ye rongchun (kevin ye), yang shengdong, ouyang yongjian (henry au yeung), wang hailong, luo tianhong (ken luo), jin kaixu, yu yefu, lan yu, gao peng, liang yongyun, mao shijie, charlene wong, goh khiang chew, ahmed omer abdelnour suliman, weng zaixin, wei yuzhuo, deng dan, marc bikok, chenzhicheng, jiaodongfengtm forum richard webb, senior analyst teresa cottam, contributing analyst (omnisperience)contributing individualscontributors and contributing companiescontributing companies 3contentsexecutive summary 5section 1 industry landscape: service-centric operations 71.1 from whitepaper 1.0 to 2.0: charting the network-centric to service-centric journey 71.1.1 autonomous networks and autonomous operations 71.1.2 an and ao maturity models 81.2 industry trends driving operations transformation 91.2.1 market challenges and opportunities 91.2.2 ai for transformation acceleration 111.2.3 the importance of data 131.2.4 using digital twins to evolve network and service monitoring 141.3 architectures, tools and benchmarking 141.3.1 frameworks for transformation 141.3.2 importance of measuring operations value 15section 2 defining new values and metrics for service-centric operations 162.1 operational transformation challenges and success factors 162.2 evaluate, operate and transfer (e.o.t.) for service-centric operations 182.2.1 procedures and activities 182.2.2 fundamental changes in the e.o.t. journey 192.3 using tm forum assets to measure business objectives and service effectiveness 192.3.1 defining mama framework to guide capital resource allocation and development 192.3.2 aomm provides guidance to transformation journey 192.3.3 value operations framework (vof) three-layer model and value tree concept 202.3.4 from silo slas to value measurement 212.4 value perception of new value metrics for service-centric operations 222.4.1 the landscape of services and value metrics 222.4.2 value metrics dictionary 232.4.3 business objectives categorized into revenue and satisfaction 242.4.4 value metrics of data mobile service 242.4.5 value metrics of home broadband service 242.4.6 value metrics of private line enterprise service 252.5 detailed value measurement formulae 252.5.1 business values for service centric operation (r.i.s.e. objectives) 252.5.2 kpis for monitoring and handling anomaly events data service 252.5.3 kpis for monitoring and handling anomaly events home broadband service 262.5.4 kpis for monitoring and handling anomaly events private line service 26 4contentssection 3 transformation approaches to realize new values 273.1 suggested transformation framework 273.2 recap of whitepaper 1.0: key characteristics of service-centric operations 273.2.1 digital enablement platforms and approaches – key requirements 273.2.2 technology evolution to overcome operational challenges 283.2.3 from ‘as-is’ present method of operations to future method of operations 293.3 key evolutions since whitepaper 1.0: new value, new technology, new applications 303.3.1 csps are missing key operations capabilities 303.3.2 new value 323.3.3 new technology 323.3.4 new applications 323.4 utilizing huawei assets: new platform, new technology (genai, dtn, edns) 323.4.1 the ‘to-be’ digital enablement platform and new progress 323.4.2 network-centric operations to service-centric operations require introduction of 3 new core technological features 333.4.3 the connection between the six dimensions model and 3 core technological features 343.4.4 detailed discussion on 3 core technological features: dtn, genai, edns 353.5 latest developments: new applications enabled by new technologies 413.5.1 ‘to the consumer’ (toc) service assurance: adding agile service restoration to incident management to maximize service loss reduction 413.5.2 ‘to the home’ (toh) service assurance: make fttx service & network visible and manageable, and one fault one trouble ticket 423.5.3 ‘to the business’ service assurance: service-leve