Monitoring tool for the customers services´s quality international telecommunications energy conference 2009

Author

Pizzuti, Fabio

Author_Institution

Telecom Italia Spa Open Acces Database & Syst. Requirements, Italy

fYear

2009

fDate

18-22 Oct. 2009

Firstpage

1

Lastpage

5

Abstract

In Telecom Italia has been implemented a monitoring tool in order to calculate an Indicator (KPI key performance indicator) of availability / unavailability of the network management systems as a percentage of time that the systems are available / unavailable to support the internal processes of production of important market services (regarding retail and wholesale customers), compared to the total period under observation. Through this tool is it possible to verify the respect of the SLA (service level agreement) for the Telecom Italia Customers and the quality of the service offered to Telecom Italia from her suppliers.

Keywords

customer services; marketing; monitoring; quality management; telecommunication industry; telecommunication network management; Telecom Italia; customers services; key performance indicator; market services; monitoring tool; network management systems; service level agreement; service quality;

fLanguage

English

Publisher

ieee

Conference_Titel

Telecommunications Energy Conference, 2009. INTELEC 2009. 31st International

Conference_Location

Incheon

Print_ISBN

978-1-4244-2490-0

Electronic_ISBN

978-1-4244-2491-7

Type

conf

DOI

10.1109/INTLEC.2009.5352084

Filename

5352084