1、 ETSI EG 202 009-1 V1.3.1 (2014-12) User Group; Quality of telecom services; Part 1: Methodology for identification of indicators relevant to the Users ETSI GUIDE ETSI ETSI EG 202 009-1 V1.3.1 (2014-12) 2Reference REG/USER-00042-1 Keywords QoS, quality, service, SLA, user ETSI 650 Route des Lucioles
2、 F-06921 Sophia Antipolis Cedex - FRANCE Tel.: +33 4 92 94 42 00 Fax: +33 4 93 65 47 16 Siret N 348 623 562 00017 - NAF 742 C Association but non lucratif enregistre la Sous-Prfecture de Grasse (06) N 7803/88 Important notice The present document can be downloaded from: http:/www.etsi.org The presen
3、t document may be made available in electronic versions and/or in print. The content of any electronic and/or print versions of the present document shall not be modified without the prior written authorization of ETSI. In case of any existing or perceived difference in contents between such version
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5、ent status of this and other ETSI documents is available at http:/portal.etsi.org/tb/status/status.asp If you find errors in the present document, please send your comment to one of the following services: http:/portal.etsi.org/chaircor/ETSI_support.asp Copyright Notification No part may be reproduc
6、ed or utilized in any form or by any means, electronic or mechanical, including photocopying and microfilm except as authorized by written permission of ETSI. The content of the PDF version shall not be modified without the written authorization of ETSI. The copyright and the foregoing restriction e
7、xtend to reproduction in all media. European Telecommunications Standards Institute 2014. All rights reserved. DECTTM, PLUGTESTSTM, UMTSTMand the ETSI logo are Trade Marks of ETSI registered for the benefit of its Members. 3GPPTM and LTE are Trade Marks of ETSI registered for the benefit of its Memb
8、ers and of the 3GPP Organizational Partners. GSM and the GSM logo are Trade Marks registered and owned by the GSM Association. ETSI ETSI EG 202 009-1 V1.3.1 (2014-12) 3Contents Intellectual Property Rights 5g3Foreword . 5g3Modal verbs terminology 5g3Introduction 5g31 Scope 7g32 References 7g32.1 Nor
9、mative references . 7g32.2 Informative references 7g33 Definitions and abbreviations . 9g33.1 Definitions 9g33.2 Abbreviations . 17g34 About telecommunication service QoS 17g34.1 About telecommunication services . 17g34.2 Services versus offers . 17g34.3 About Quality of Services 18g34.4 SLO (Servic
10、e Level Objective) 18g35 Scope of telecommunications offers 19g36 Methodology to identify the customers QoS requirements . 20g36.1 Matrix for the determination of communications QoS criteria . 22g36.1.1 Matrix line Y1 - Sales . 24g36.1.1.1 Matrix line Y1.1 - Preliminary information/Advertisement 24g
11、36.1.1.2 Matrix line Y1.2 - Establishment of the contract (Terms and conditions) 26g36.1.2 Matrix line Y2 - Service provisioning 27g36.1.3 Matrix line Y3 - Service alteration/Technical upgrade . 28g36.1.3.1 Matrix line Y-3.1 - Service alteration . 28g36.1.3.2 Matrix line Y-3.2 - Technical upgrade 30
12、g36.1.4 Matrix line Y4 - Service support 31g36.1.4.1 Matrix line Y4.1 - Documentation 31g36.1.4.2 Matrix line Y4.2 and Y4.3 - Technical and commercial support 32g36.1.4.3 Matrix line Y4.4 - Complaint management . 33g36.1.5 Matrix line Y5 - Repair-Troubleshooting . 34g36.1.6 Matrix line Y6 - Metering
13、/Charging/Billing . 35g36.1.7 Matrix line Y7 - Cessation 37g36.1.8 Matrix line Y8 - Network/service management by the customer . 38g36.1.9 Matrix line Y9 - Service utilization 39g36.2 Recommendations to fulfil the table cells 44g36.2.1 Service specific assessable metrics . 44g36.2.2 Prioritization .
14、 45g36.2.3 Selection of the user sample . 45g36.2.4 Practical means to define the SLO 45g36.3 QoS requirements review . 45g37 Measurements . 46g37.1 Objective measurements . 46g37.1.1 Intrusive measurements 46g37.1.2 Non-intrusive measurements 46g37.2 Subjective measurements . 46g37.3 Measurement by
15、 a third party . 47g37.4 Who should perform the measurements . 47g37.5 Result presentation . 47g38 Conclusion 47g3ETSI ETSI EG 202 009-1 V1.3.1 (2014-12) 4Annex A: Bibliography 48g3History 49g3ETSI ETSI EG 202 009-1 V1.3.1 (2014-12) 5Intellectual Property Rights IPRs essential or potentially essenti
16、al to the present document may have been declared to ETSI. The information pertaining to these essential IPRs, if any, is publicly available for ETSI members and non-members, and can be found in ETSI SR 000 314: “Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified
17、 to ETSI in respect of ETSI standards“, which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web server (http:/ipr.etsi.org). Pursuant to the ETSI IPR Policy, no investigation, including IPR searches, has been carried out by ETSI. No guarantee can be given as to the
18、 existence of other IPRs not referenced in ETSI SR 000 314 (or the updates on the ETSI Web server) which are, or may be, or may become, essential to the present document. Foreword This ETSI Guide (EG) has been produced by ETSI User Group (USER). The present document is part 1 of a multi-part deliver
19、able covering the quality of telecom services, as identified below: Part 1: “Methodology for identification of indicators relevant to the Users“; Part 2: “User related indicators on a service specific basis“; Part 3: “Template for Service Level Agreements (SLA)“. Modal verbs terminology In the prese
20、nt document “shall“, “shall not“, “should“, “should not“, “may“, “may not“, “need“, “need not“, “will“, “will not“, “can“ and “cannot“ are to be interpreted as described in clause 3.2 of the ETSI Drafting Rules (Verbal forms for the expression of provisions). “must“ and “must not“ are NOT allowed in
21、 ETSI deliverables except when used in direct citation. Introduction Quality in the service area can be evaluated from different perspectives and therefore using different measurement methods: a) the first is related to the reliability of the equipment and can be measured accurately via technical me
22、ans, although these measurements might be expensive because of both the dispersion of the test results and the size of the sample to be tested; b) the second is related to the service provision and is closely linked to the kind of use of the service. Therefore appropriate indicators have to be defin
23、ed according to use; c) the last is intended to measure the subjective satisfaction of the customer and there is often no other means than a survey to get it. In the two first categories, technical means can be used to perform the measurements and in such cases, standards are often useful to achieve
24、 a common approach; such standards are given as references where appropriate. They include a precise definition of what is meant as a failure: total failure, poor performance, backup situation, etc. Assessing these different aspects is of paramount importance to the provider who endeavours to improv
25、e the offered QoS. From a user viewpoint, the end-to-end QoS is the most relevant. Hence objective and subjective measurements may be usefully combined for a better assessment of the QoS. ETSI ETSI EG 202 009-1 V1.3.1 (2014-12) 6Measurements of every potentially interesting indicator all the time mi
26、ght be very expensive and could even jeopardize service performances. It is often cheaper to get them via a poll. In addition, it may be convenient to rely on a third party and also audit to carry out these measurements in order to avoid any criticism from one of the involved parties. The present do
27、cument is dedicated to the methodology to analyse the users needs which is the first step in a Total Quality Management (TQM) process. ETSI ETSI EG 202 009-1 V1.3.1 (2014-12) 71 Scope In the current competitive world, Quality of Service (QoS) is becoming, jointly with cost, a key indicator in sellin
28、g and buying telecommunications services. At the same time, technology and liberalization trends are raising new types of concerns unknown with the Plain Old Telephony Services (POTS) using switched connections provided by a single monopoly supplier. Nowadays, there are several standards describing
29、QoS measurements but the questions of which indicators are to be monitored and which values they should meet are still open. The present document proposes a methodology for the identification of indicators relevant to the users that can be used either to monitor the QoS of Telecom services used by t
30、he private customers or for a Service Level Agreement (SLA) between a business customer and a supplier of Telecommunications services such as that proposed in ETSI EG 202 009-3 i.22. This part 3 gives guidelines on how to express explicit users QoS requirements, prioritize the indicators, establish
31、a preferred value for each of these indicators, while ETSI EG 202 009-2 i.21 proposes QoS indicators for each service and each step of the Customer Relationship Course. The present document was written to make available to the providers and users of any kind of telecom services (legacy network based
32、 or IP network based services) a common basis for mutual understanding about quality of service. It aims to assist users in identifying rationally their QoS requirements in terms of Service Level Objectives (SLO), helping the providers to better meet them for their mutual benefit. 2 References Refer
33、ences are either specific (identified by date of publication and/or edition number or version number) or non-specific. For specific references, only the cited version applies. For non-specific references, the latest version of the reference document (including any amendments) applies. Referenced doc
34、uments which are not found to be publicly available in the expected location might be found at http:/docbox.etsi.org/Reference. NOTE: While any hyperlinks included in this clause were valid at the time of publication ETSI cannot guarantee their long term validity. 2.1 Normative references The follow
35、ing referenced documents are necessary for the application of the present document. Not applicable. 2.2 Informative references The following referenced documents are not necessary for the application of the present document but they assist the user with regard to a particular subject area. i.1 Recom
36、mendation ITU-T E.721: “Network grade of service parameters and target values for circuit-switched services in the evolving ISDN“. i.2 Recommendation ITU-T E.800: “Telephone network and ISDN quality of service, network management and traffic engineering: Terms and definitions related to quality of s
37、ervice and network performance including dependability“. i.3 Recommendation ITU-T G.107: “The E-Model, a computational model for use in transmission planning“. i.4 Recommendation ITU-T G.109: “Definition of categories of speech transmission quality“. i.5 Recommendation ITU-T G.111: “Loudness ratings
38、 (LRs) in an international connection“. ETSI ETSI EG 202 009-1 V1.3.1 (2014-12) 8i.6 Recommendation ITU-T G.1000: “Communications Quality of Service: A framework and definitions“. i.7 Recommendation ITU-T I.112-417: “Vocabulary of terms for ISDNs“. i.8 Recommendation ITU-T I.113: “Vocabulary of term
39、s for broadband aspects of ISDN“. i.9 Recommendation ITU-T I.350: “General aspects of quality of service and network performance in digital networks, including ISDNs“. i.10 Recommendation ITU-T I.430: “Basic user-network interface - Layer 1 specification“. i.11 Recommendation ITU-T I.431: “Primary r
40、ate user-network interface - Layer 1 specification“. i.12 Recommendation ITU-T M 60: “Maintenance terminology and definitions“. i.13 Recommendation ITU-T O.172: “Jitter and wander measuring equipment for digital systems which are based on the synchronous digital hierarchy (SDH)“. i.14 Recommendation
41、 ITU-T P.10/G.100: “Vocabulary for performance and quality of service“. i.15 Recommendation ITU-T P.800.1: “Mean Opinion Score (MOS) terminology“. i.16 ETSI ETR 003: “Network Aspects (NA); General aspects of Quality of Service (QoS) and Network Performance (NP)“. i.17 ETSI ETR 138: “Network Aspects
42、(NA);Quality of service indicators for Open Network Provision (ONP) of voice telephony and Integrated Services Digital Network (ISDN)“. i.18 ETSI EG 201 013: “Human Factors (HF); Definitions, abbreviations and symbols“. i.19 ETSI EG 201 219: “User requirements; Guidelines on the consideration of use
43、r requirements when managing the standardization process“. i.20 ETSI EG 201 940: “Human Factors (HF); User identification solutions in converging networks“. i.21 ETSI EG 202 009-2: “User Group; Quality of telecom services; Part 2: User related parameters on a service specific basis“. i.22 ETSI EG 20
44、2 009-3: “User Group; Quality of telecom services; Part 3: Template for Service Level Agreements (SLA)“. i.23 ETSI EG 202 843: “User Group; Quality of ICT services; Definitions and methods for assessing the QoS parameters of the customer relationship stages other than utilization“. i.24 ETSI ES 202
45、057-1: “Speech Processing, Transmission and Quality Aspects (STQ); User related QoS parameter definitions and measurements; Part 1: General“. i.25 ETSI GS ISI 003: “Information Security Indicators (ISI); Key Performance Security Indicators (KPSI) to evaluate the maturity of security event detection“
46、. i.26 ETSI TR 101 287: “Services and Protocols for Advanced Networks (SPAN); Terms and definitions“. i.27 ETSI TR 101 329-1: “Telecommunications and Internet Protocol Harmonization Over Networks (TIPHON) Release 3; End-to-end Quality of Service in TIPHON systems; Part 1: General aspects of Quality
47、of Service (QoS)“. i.28 ETSI TR 101 830-1: “Transmission and Multiplexing (TM); Access networks; Spectral management on metallic access networks; Part 1: Definitions and signal library“. i.29 ETSI TR 102 008: “Telecommunications and Internet Protocol Harmonization Over Networks (TIPHON) Release 3; T
48、erms and Definitions“. i.30 ETSI TR 102 276: “User Group; Users Quality of Service Criteria for Internet Access in Europe“. ETSI ETSI EG 202 009-1 V1.3.1 (2014-12) 9i.31 ETSI TR 121 905: “Digital cellular telecommunications system (Phase 2+); Universal Mobile Telecommunications System (UMTS); LTE; V
49、ocabulary for 3GPP Specifications“. i.32 ETSI TS 101 329-5: “Telecommunications and Internet Protocol Harmonization Over Networks (TIPHON) Release 3; End-to-end Quality of Service in TIPHON systems; Part 5: Quality of Service (QoS) measurement methodologies“. i.33 ETSI TS 102 728: “Digital Video Broadcasting (DVB); Globally Executable MHP (GEM) Specification 1.3 (including OTT and hybrid broadcast/broadband)“. i.34 ETSI TS 102 844: “User Group; Quality of Telecom Services; Conformity assessment; Requi
