Service assurance isn’t very visible in telecoms, but its importance is growing
quickly. Today it is hidden and mostly reactive, using a combination of fault and
event management plus trouble ticketing. It typically involves a high degree of
manual copying and pasting across multiple data sources along with “swivel-chair” management to identify what’s broken, determine how much it matters and
to whom, and figure out how to fix it.
In line with the fundamental changes happening in network technologies and
topologies which are rewriting operations, service assurance is undergoing dramatic
evolution. It will move from an almost separate discipline to being front and central
in supporting operations, especially network automation.
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