109 Service assurance Criteria for Multi-purpose Projects

What is involved in Service assurance

Find out what the related areas are that Service assurance connects with, associates with, correlates with or affects, and which require thought, deliberation, analysis, review and discussion. This unique checklist stands out in a sense that it is not per-se designed to give answers, but to engage the reader and lay out a Service assurance thinking-frame.

How far is your company on its Service assurance journey?

Take this short survey to gauge your organization’s progress toward Service assurance leadership. Learn your strongest and weakest areas, and what you can do now to create a strategy that delivers results.

To address the criteria in this checklist for your organization, extensive selected resources are provided for sources of further research and information.

Start the Checklist

Below you will find a quick checklist designed to help you think about which Service assurance related domains to cover and 109 essential critical questions to check off in that domain.

The following domains are covered:

Service assurance, Agilent, Anritsu, Astellia, CA Technologies, Communications Service Provider, Customer experience, Epitiro, Ericsson, Hewlett-Packard, IBM Tivoli/Netcool, InfoVista, Internet Protocol, JumpSoft, MYCOM OSI, Nokia Solutions and Networks, Quality of service, Radcom Ltd, Service fulfillment, Service level agreement, Service quality, Spirent, Tektronix, Telcordia, Telecommunications:

Service assurance Critical Criteria:

Revitalize Service assurance goals and clarify ways to gain access to competitive Service assurance services.

– Achieving service management excellence is an on-going process. Just as an organization can never have enough sales, so they can never stop paying attention to service assurance. With service management and assurance having such a critical role for CSPs, how can they both achieve optimal service assurance delivery and implement supporting processes to ensure that best practice continues to be observed?

– Will Service assurance deliverables need to be tested and, if so, by whom?

– Does Service assurance appropriately measure and monitor risk?

Agilent Critical Criteria:

Steer Agilent results and get out your magnifying glass.

– Is Service assurance Realistic, or are you setting yourself up for failure?

– Who will provide the final approval of Service assurance deliverables?

– What about Service assurance Analysis of results?

Anritsu Critical Criteria:

Win new insights about Anritsu outcomes and finalize the present value of growth of Anritsu.

– Are there any easy-to-implement alternatives to Service assurance? Sometimes other solutions are available that do not require the cost implications of a full-blown project?

– Can we do Service assurance without complex (expensive) analysis?

– Do we all define Service assurance in the same way?

Astellia Critical Criteria:

Reason over Astellia results and know what your objective is.

– Is Supporting Service assurance documentation required?

– Which Service assurance goals are the most important?

– How much does Service assurance help?

CA Technologies Critical Criteria:

Unify CA Technologies management and assess what counts with CA Technologies that we are not counting.

– Does Service assurance systematically track and analyze outcomes for accountability and quality improvement?

– What vendors make products that address the Service assurance needs?

– Why should we adopt a Service assurance framework?

Communications Service Provider Critical Criteria:

Confer over Communications Service Provider failures and be persistent.

– If voip is classified as a telecommunications service, should access charges for it be different from those paid by non-ip-enabled telecommunications service providers?

– How do your measurements capture actionable Service assurance information for use in exceeding your customers expectations and securing your customers engagement?

– What other jobs or tasks affect the performance of the steps in the Service assurance process?

– How to Secure Service assurance?

Customer experience Critical Criteria:

Analyze Customer experience strategies and diversify by understanding risks and leveraging Customer experience.

– When a person has a bad Customer Service experience how many people do they tell?

– How does mystery shopping help us improve our Customer Service and experience?

– What is the difference between customer experience and user experience?

– How important is real time for providing social media Customer Service?

– what is Different Between B2C B2B Customer Experience Management?

– What are the best community tools for Customer Service?

– So how do we add value to the customer experience?

– What are internal and external Service assurance relations?

– What is the internal customer experience?

– How can Customer Service be improved?

Epitiro Critical Criteria:

Cut a stake in Epitiro tasks and overcome Epitiro skills and management ineffectiveness.

– Will Service assurance have an impact on current business continuity, disaster recovery processes and/or infrastructure?

– Who will be responsible for making the decisions to include or exclude requested changes once Service assurance is underway?

Ericsson Critical Criteria:

Focus on Ericsson decisions and probe using an integrated framework to make sure Ericsson is getting what it needs.

– Are accountability and ownership for Service assurance clearly defined?

– What are the business goals Service assurance is aiming to achieve?

Hewlett-Packard Critical Criteria:

Mix Hewlett-Packard adoptions and perfect Hewlett-Packard conflict management.

– What are our best practices for minimizing Service assurance project risk, while demonstrating incremental value and quick wins throughout the Service assurance project lifecycle?

– Does Service assurance analysis isolate the fundamental causes of problems?

– What are current Service assurance Paradigms?

IBM Tivoli/Netcool Critical Criteria:

Refer to IBM Tivoli/Netcool failures and tour deciding if IBM Tivoli/Netcool progress is made.

– Does Service assurance create potential expectations in other areas that need to be recognized and considered?

– Who sets the Service assurance standards?

InfoVista Critical Criteria:

Facilitate InfoVista management and change contexts.

– Marketing budgets are tighter, consumers are more skeptical, and social media has changed forever the way we talk about Service assurance. How do we gain traction?

– Think about the functions involved in your Service assurance project. what processes flow from these functions?

– How do we go about Securing Service assurance?

Internet Protocol Critical Criteria:

Check Internet Protocol strategies and catalog what business benefits will Internet Protocol goals deliver if achieved.

– In what ways are Service assurance vendors and us interacting to ensure safe and effective use?

– How do we Identify specific Service assurance investment and emerging trends?

– Is Internet Protocol security (IPSec) support available?

– Are there recognized Service assurance problems?

JumpSoft Critical Criteria:

Think about JumpSoft quality and devote time assessing JumpSoft and its risk.

– How do we manage Service assurance Knowledge Management (KM)?

– Does the Service assurance task fit the clients priorities?

– How can we improve Service assurance?

MYCOM OSI Critical Criteria:

Confer over MYCOM OSI leadership and get going.

– How will we insure seamless interoperability of Service assurance moving forward?

– What threat is Service assurance addressing?

Nokia Solutions and Networks Critical Criteria:

Familiarize yourself with Nokia Solutions and Networks strategies and look in other fields.

– How important is Service assurance to the user organizations mission?

– What are the barriers to increased Service assurance production?

– How can the value of Service assurance be defined?

Quality of service Critical Criteria:

Administer Quality of service projects and look at it backwards.

– Have the types of risks that may impact Service assurance been identified and analyzed?

– What level of service or quality of service should the customer expect?

– Is the Quality of Service met?

– Quality of Service Met?

– Is our Quality of Service Met?

– Is the Quality of Service met?

Radcom Ltd Critical Criteria:

Communicate about Radcom Ltd tasks and gather practices for scaling Radcom Ltd.

– Who is responsible for ensuring appropriate resources (time, people and money) are allocated to Service assurance?

– Do we have past Service assurance Successes?

– How to deal with Service assurance Changes?

Service fulfillment Critical Criteria:

Study Service fulfillment governance and describe which business rules are needed as Service fulfillment interface.

– What are the disruptive Service assurance technologies that enable our organization to radically change our business processes?

– Are there Service assurance Models?

Service level agreement Critical Criteria:

Talk about Service level agreement issues and oversee Service level agreement requirements.

– Are the contracts with vendors current, and does it include and appropriate Service Level Agreements?

– What kinds of applications are expected or legally required to offer a sla Service Level Agreement?

– What is the impact of changing my suppliers and/or their SLAs on my capabilities to meet my SLAs?

– Why are Service Level Agreements a dying breed in the software as a service industry?

– What are the hours of operation (regular business hours and after hours support)?

– Do contracts contain adequate and measurable Service Level Agreements?

– What actions will be taken in the event of a serious disruption?

– How will unplanned incidents be prevented or reduced?

– What is the purpose of a IT Service Level Agreement?

– Do we have Data Protection Service Level Agreements?

– How to quantify the system security?

– What will it take to make it work?

– What services are NOT included?

– When will the SLA be reviewed?

– What will the project do?

– What is it going to take?

– What is In Scope?

– What is ITIL?

Service quality Critical Criteria:

Analyze Service quality projects and correct Service quality management by competencies.

– The objective of Change Management is to ensure that standard methods and procedures are used, such that changes can be dealt with quickly, with the lowest possible impact on service quality. all changes should be traceable, in other words, one can answer the question, what changed? Do we do this?

– What may be the consequences for the performance of an organization if all stakeholders are not consulted regarding Service assurance?

– Is the Service assurance organization completing tasks effectively and efficiently?

– What does the enterprise service quality index (esqi) mean for customers?

– Customer Service: How can social CRM improve service quality?

– What steps should we take to improve our service quality?

Spirent Critical Criteria:

See the value of Spirent visions and balance specific methods for improving Spirent results.

– What is the source of the strategies for Service assurance strengthening and reform?

– Meeting the challenge: are missed Service assurance opportunities costing us money?

– How do we Improve Service assurance service perception, and satisfaction?

Tektronix Critical Criteria:

Start Tektronix engagements and arbitrate Tektronix techniques that enhance teamwork and productivity.

– Consider your own Service assurance project. what types of organizational problems do you think might be causing or affecting your problem, based on the work done so far?

– What is our Service assurance Strategy?

Telcordia Critical Criteria:

Boost Telcordia decisions and check on ways to get started with Telcordia.

– Why is Service assurance important for you now?

Telecommunications Critical Criteria:

Chat re Telecommunications goals and define Telecommunications competency-based leadership.

– How does each element of our Telecommunications (TC) and Data Communications affect the basic structure of Confidentiality, Integrity, and Availability (C.I.A.)?

– Are interdependent service providers (for example, fuel suppliers, telecommunications providers, meter data processors) included in risk assessments?

– What are the success criteria that will indicate that Service assurance objectives have been met and the benefits delivered?

– What is the proper regulatory classification for voip services (telecommunications or value-added)?

– Voip – telecommunications or value added service?

– How would one define Service assurance leadership?


This quick readiness checklist is a selected resource to help you move forward. Learn more about how to achieve comprehensive insights with the Service assurance Self Assessment:


Author: Gerard Blokdijk

CEO at The Art of Service | http://theartofservice.com



Gerard is the CEO at The Art of Service. He has been providing information technology insights, talks, tools and products to organizations in a wide range of industries for over 25 years. Gerard is a widely recognized and respected information expert. Gerard founded The Art of Service consulting business in 2000. Gerard has authored numerous published books to date.

External links:

To address the criteria in this checklist, these selected resources are provided for sources of further research and information:

Service assurance External links:

serviceassurance.net @ Service Assurance

Service Assurance Plan | MetroCast

Windstream Wholesale – Wholesale Service Assurance …

Agilent External links:

Welcome to Agilent! :: Login Form

Agilent.com – Agilent GC Service
http://Ad · www.agilent.com/On_Demand_PM

[PDF]Agilent Parts Agilent Parts

Anritsu External links:

Anritsu Company – Home | Facebook

Anritsu Company Executives, Organizational Chart, …

anritsu Jobs in California – Monster.com

Astellia External links:

A Brand New Upcoming MMORPG – Astellia Online …

CA Technologies External links:

Jobs at CA Technologies | Ladders

CA Technologies (@CAinc) | Twitter

CA Technologies – Home | Facebook

Customer experience External links:

Customer Experience Jobs, Employment | Indeed.com

Do You Have a Customer Experience Title? | CustomerThink

The Truth About Customer Experience

Epitiro External links:

Epitiro | Crunchbase

Epitiro (@Epitiro) | Twitter

Epitiro – Home | Facebook

Ericsson External links:

Jobs at Ericsson

Ericsson – Enterprise Sign On

Ericsson E-business login

InfoVista External links:

InfoVista® VistaPortal® – Spectrum

Who are the competitors Infovista? – Quora

InfoVista – Home | Facebook

Internet Protocol External links:

IPv6: Internet Protocol Version 6 – AT&T Support


VoIP Calling | How Voice Over Internet Protocol Works

JumpSoft External links:

Jumpsoft (@Jumpsoft1) | Twitter

MYCOM OSI External links:


Mycom OSI, Inc. Benefits Center – online.cbcins.com

System Dashboard – MYCOM OSI JIRA

Nokia Solutions and Networks External links:

Nokia Solutions and Networks, Espoo, Finland: Rated 4.6 of 5, check 45 Reviews of Nokia Solutions and Networks, Telecommunication Company

Nokia Solutions and Networks (Myanmar) Supplier Profile

Nokia Solutions and Networks – Home | Facebook

Quality of service External links:

Nashville Event Security – Unparalleled Quality of Service

What is Quality of Service (QoS)? – Definition from Techopedia

Quality of Service (QoS) Overview – technet.microsoft.com

Radcom Ltd External links:

RDCM | Stocks Barchart Opinion for Radcom Ltd

RADCOM Ltd. – NASDAQ:RDCM – Stock Quote & News – TheStreet.com

Radcom Ltd. Ordinary Shares (RDCM) – NASDAQ.com

Service fulfillment External links:

Agency Service Fulfillment Enterprises, LLC

Service level agreement External links:

[PDF]Standard Service Level Agreement Form

[PDF]Service Level Agreement (SLA) Frequently Asked …

[PDF]Service Level Agreement (SLA) – XO Communications
https://www.xo.com/sites/default/files/inline-files/DIA SLA Web.pdf

Service quality External links:

Service Quality Assessment – AbeBooks

Service quality (Book, 2004) [WorldCat.org]

Spirent External links:

CloudScore – Spirent

Spirent Communications – SPMYY – Stock Price & News | …

About Us – Spirent

Tektronix External links:

Tektronix 5 Series MSO from Allied Electronics

Careers at Tektronix | Tektronix

Tektronix – AbeBooks

Telcordia External links:

Telcordia Sites – Tripod.com

GR-63-Core Telcordia Seismic Qualified Enclosures | Crenlo

Insite.telcordia.com – Easy Counter

Telecommunications External links:

RTC Reserve Telecommunications

ETCZone.com – Enhanced Telecommunications …

TKS | English telecommunications.