ITU-T E 419-2006 Business oriented key performance indicators for management of networks and services《网络和服务管理的面向商业的密钥性能指示器》.pdf

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1、 International Telecommunication Union ITU-T E.419TELECOMMUNICATION STANDARDIZATION SECTOR OF ITU (02/2006) SERIES E: OVERALL NETWORK OPERATION, TELEPHONE SERVICE, SERVICE OPERATION AND HUMAN FACTORS Network management International network management Business oriented key performance indicators for

2、 management of networks and services ITU-T Recommendation E.419 ITU-T E-SERIES RECOMMENDATIONS OVERALL NETWORK OPERATION, TELEPHONE SERVICE, SERVICE OPERATION AND HUMAN FACTORS INTERNATIONAL OPERATION Definitions E.100E.103 General provisions concerning Administrations E.104E.119 General provisions

3、concerning users E.120E.139 Operation of international telephone services E.140E.159 Numbering plan of the international telephone service E.160E.169 International routing plan E.170E.179 Tones in national signalling systems E.180E.189 Numbering plan of the international telephone service E.190E.199

4、 Maritime mobile service and public land mobile service E.200E.229 OPERATIONAL PROVISIONS RELATING TO CHARGING AND ACCOUNTING IN THE INTERNATIONAL TELEPHONE SERVICE Charging in the international telephone service E.230E.249 Measuring and recording call durations for accounting purposes E.260E.269 UT

5、ILIZATION OF THE INTERNATIONAL TELEPHONE NETWORK FOR NON-TELEPHONY APPLICATIONS General E.300E.319 Phototelegraphy E.320E.329 ISDN PROVISIONS CONCERNING USERS E.330E.349 INTERNATIONAL ROUTING PLAN E.350E.399 NETWORK MANAGEMENT International service statistics E.400E.404 International network managem

6、ent E.405E.419 Checking the quality of the international telephone service E.420E.489 TRAFFIC ENGINEERING Measurement and recording of traffic E.490E.505 Forecasting of traffic E.506E.509 Determination of the number of circuits in manual operation E.510E.519 Determination of the number of circuits i

7、n automatic and semi-automatic operation E.520E.539 Grade of service E.540E.599 Definitions E.600E.649 Traffic engineering for IP-networks E.650E.699 ISDN traffic engineering E.700E.749 Mobile network traffic engineering E.750E.799 QUALITY OF TELECOMMUNICATION SERVICES: CONCEPTS, MODELS, OBJECTIVES

8、AND DEPENDABILITY PLANNING Terms and definitions related to the quality of telecommunication services E.800E.809 Models for telecommunication services E.810E.844 Objectives for quality of service and related concepts of telecommunication services E.845E.859 Use of quality of service objectives for p

9、lanning of telecommunication networks E.860E.879 Field data collection and evaluation on the performance of equipment, networks and services E.880E.899 OTHER E.900E.999 For further details, please refer to the list of ITU-T Recommendations. ITU-T Rec. E.419 (02/2006) i ITU-T Recommendation E.419 Bus

10、iness oriented key performance indicators for management of networks and services Summary The scope of this KPI Recommendation is to find areas where meaningful measures can be identified and correlated to the broader business objectives. Often measurements are taken because they are available not b

11、ecause they are meaningful. It is envisaged that the model in this Recommendation will assist carriers to direct operations areas to play a more key role in supporting the business. Network management requires real-time monitoring of current network status and performance and the ability to take pro

12、mpt action to control the performance and resources of the network and services when necessary. It should be noted that the complete range of network status and performance parameters are not necessary for the introduction of a network management capability. Source ITU-T Recommendation E.419 was app

13、roved on 13 February 2006 by ITU-T Study Group 2 (2005-2008) under the ITU-T Recommendation A.8 procedure. ii ITU-T Rec. E.419 (02/2006) FOREWORD The International Telecommunication Union (ITU) is the United Nations specialized agency in the field of telecommunications. The ITU Telecommunication Sta

14、ndardization Sector (ITU-T) is a permanent organ of ITU. ITU-T is responsible for studying technical, operating and tariff questions and issuing Recommendations on them with a view to standardizing telecommunications on a worldwide basis. The World Telecommunication Standardization Assembly (WTSA),

15、which meets every four years, establishes the topics for study by the ITU-T study groups which, in turn, produce Recommendations on these topics. The approval of ITU-T Recommendations is covered by the procedure laid down in WTSA Resolution 1. In some areas of information technology which fall withi

16、n ITU-Ts purview, the necessary standards are prepared on a collaborative basis with ISO and IEC. NOTE In this Recommendation, the expression “Administration“ is used for conciseness to indicate both a telecommunication administration and a recognized operating agency. Compliance with this Recommend

17、ation is voluntary. However, the Recommendation may contain certain mandatory provisions (to ensure e.g. interoperability or applicability) and compliance with the Recommendation is achieved when all of these mandatory provisions are met. The words “shall“ or some other obligatory language such as “

18、must“ and the negative equivalents are used to express requirements. The use of such words does not suggest that compliance with the Recommendation is required of any party. INTELLECTUAL PROPERTY RIGHTS ITU draws attention to the possibility that the practice or implementation of this Recommendation

19、 may involve the use of a claimed Intellectual Property Right. ITU takes no position concerning the evidence, validity or applicability of claimed Intellectual Property Rights, whether asserted by ITU members or others outside of the Recommendation development process. As of the date of approval of

20、this Recommendation, ITU had not received notice of intellectual property, protected by patents, which may be required to implement this Recommendation. However, implementors are cautioned that this may not represent the latest information and are therefore strongly urged to consult the TSB patent d

21、atabase. ITU 2006 All rights reserved. No part of this publication may be reproduced, by any means whatsoever, without the prior written permission of ITU. ITU-T Rec. E.419 (02/2006) iii CONTENTS Page 1 Scope 1 2 Need for Performance Indicators 1 3 References. 1 4 Definitions 2 5 Abbreviations 2 6 I

22、ntroduction 2 6.1 Evolution of performance indicators 3 7 Key Business Objectives 3 8 Key Performance Objectives 3 9 Key Performance Indicators . 4 10 Types of performance indicators 4 11 KPI model. 5 12 Implementation of Performance Indicators 7 ITU-T Rec. E.419 (02/2006) 1 ITU-T Recommendation E.4

23、19 Business oriented key performance indicators for management of networks and services 1 Scope The scope of this KPI Recommendation is to find areas where meaningful measures can be identified and correlated to the broader business objectives. Often measurements are taken because they are available

24、 not because they are meaningful. It is envisaged that the model in this Recommendation will assist carriers to direct operations areas to play a more key role in supporting the business. Network management requires real-time monitoring of current network status and performance and the ability to ta

25、ke prompt action to control the performance and resources of the network and services when necessary. It should be noted that the complete range of network status and performance parameters are not necessary for the introduction of a network management capability. 2 Need for Performance Indicators T

26、he purpose of detailing Key Performance Indicators (KPI) is to establish a strong correlation between long-established drivers for Network Management indicators and the current telecommunications industrys aggressive business focus. Increasingly, there is a change in the traditional management philo

27、sophy, wherein there is little such correlation, to an environment that recognizes the impact that operations make on organization level business objectives, such as revenue (growth and protection) and reduction of costs, etc. An essential component of implementation of the objectives of the telecom

28、munications sector is the definition and adoption of monitorable performance indicators. These indicators will help policy-makers and company executives responsible for implementing these policies to measure the level of performance achievement. Therefore, the selection of indicators to examine depe

29、nds on the specific problem being addressed. In the telecommunications sector, the problems to be addressed may include: a) large unsatisfied demand for service and non-availability of next generation telecommunications services required by business and commerce; b) poor quality of service; c) poor

30、financial performance and lack of financial resources; and d) lack of qualified manpower. Performance indicators should be used to monitor progress in first addressing and then resolving the various problems affecting the performance. 3 References The following ITU-T Recommendations and other refere

31、nces contain provisions which, through reference in this text, constitute provisions of this Recommendation. At the time of publication, the editions indicated were valid. All Recommendations and other references are subject to revision; users of this Recommendation are therefore encouraged to inves

32、tigate the possibility of applying the most recent edition of the Recommendations and other references listed below. A list of the currently valid ITU-T Recommendations is regularly published. The reference to a document within this Recommendation does not give it, as a stand-alone document, the sta

33、tus of a Recommendation. ITU-T Recommendation E.410 (1998), International network management General information. 2 ITU-T Rec. E.419 (02/2006) ITU-T Recommendation E.411 (2000), International network management Operational guidance. ITU-T Recommendation E.412 (2003), Network management controls. ITU

34、-T Recommendation E.413 (1988), International network management Planning. ITU-T Recommendation E.414 (1988), International network management Organization. ITU-T Recommendation E.415 (1991), International network management guidance for common channel signalling system No. 7. ITU-T Recommendation E

35、.416 (2000), Network management principles and functions for B-ISDN traffic. ITU-T Recommendation E.417 (2005), Framework for the network management of IP-based networks. ITU-T Recommendation E.771 (1996), Network grade of service parameters and target values for circuit-switched public land mobile

36、services. ITU-T Recommendation E.776 (1996), Network grade of service parameters for UPT. ITU-T Recommendation I.350 (1993), General aspects of quality of service and network performance in digital networks, including ISDNs. ITU-T Recommendation M.3000 (2000), Overview of TMN Recommendations. ETSI E

37、TS 300 615 (1996), Digital cellular telecommunications system (Phase) (GSM); Performance data measurements (GSM 12.04). 4 Definitions Network Management definitions are stated within the E.410 series of ITU-T Recommendations. 5 Abbreviations This Recommendation uses the following abbreviations: ASR

38、Answer Seizure Ratio KBO Key Business Objectives KPI Key Performance Indicators KPO Key Performance Objectives QoS Quality of Service 6 Introduction One of the challenges faced in managing networks and their services is to understand which piece of data is key for supporting business objectives. Ser

39、vice Provider Executives are fine-tuning their operations with closer scrutiny of what is actually needed for supporting their business objectives. A clear mandate is that those activities utilized by the operations personnel in supporting their work be required to have a direct bearing on those obj

40、ectives. In this Recommendation, Key Performance Indicators are intended to show a linkage between company Key Business Objectives and the daily operations of the network, as follows: Key Business Objectives are affected by Key Performance Objectives, which are measured by Key Performance Indicators

41、. ITU-T Rec. E.419 (02/2006) 3 A general framework of Key Performance Indicators has been listed. Service providers can use this information for either specific business units or at the corporate level. 6.1 Evolution of performance indicators Before the mid seventies, performance monitoring was pred

42、ominantly related to technical matters network growth, improvement in quality of service, training of technical staff, etc. With emphasis shifting from engineering to financial issues and survivability, more importance is now placed on financial indicators including profitability, liquidity, tariffs

43、, billing and collection, etc. 7 Key Business Objectives As seen in the following KPI model (clause 11), these objectives are normal for most of the telecommunications industry. A glance at annual reports from any of the companies, in particular network or service providers, will find these areas in

44、 some fashion. While most likely the revenue area is on the second page, the other areas follow in later sections. Revenue (growth and protection) and cost reduction are normally the highest priority. It is essential to note that the list is not all-inclusive but is based on those that were the most

45、 universal in definition. Key Business Objectives are derived from the business areas that are determined important for each company. Whilst the below KBOs within the model suggest a linear relationship, we realize there is also horizontal integration that occurs. The broad Key Business Objectives h

46、ave been identified as: Revenue (Growth and Protection). Cost Reduction. Improve the Customer Experience. Government Regulations. Technical and Resource Reduction. 8 Key Performance Objectives Key Performance Objectives are those in broad measurements that support the business objectives. For exampl

47、e: concerning revenue growth, availability of services or network would support ensuring revenue. However, availability of the network could be a requirement that is imposed by government regulations to ensure service. KPOs are those measures that directly support the Key Business Objectives (KBO) a

48、nd can be quantifiably measured in real time. KPOs that have been identified are: Availability. Network outage impact reduction. Integrity. Protection. QoS. Downtime. Notification. Reliability. Frequency. Efficiency. 4 ITU-T Rec. E.419 (02/2006) Productivity. Security. 9 Key Performance Indicators K

49、ey Performance Indicators are the detailed indicators measured in real time that are measurable and support directly the Key Business Objectives via Key Performance Objectives. It also needs to be emphasized that single performance indicators do not, by themselves, carry much weight or information. Most of these indicators need to be seen from a time perspective to establish whether there exists a trend towards reduction or improvement of performance. Equally, most indicators represen