GRUPPO TELECOM ITALIA
Workshop ITU-MISE su Monitoraggio QoS
Bologna, 25/11/2015
QoS Monitoring
A new vision on QoS: to know our customers and their devices
Alma Fazzolari
Technical Quality Head of Dept.
What’s Quality? To Know our Customers and their Devices
Who are our customers?
Where do they like to go?
‘Roaming’
How do they fill our
networks?
People coming and going ...
DONGLE
SMARTPHONE
MOBILE DEVICES
TABLET
What Kind of Devices do
they use?
M2M
What do they like to do?
Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
2
New Vision on Quality
YESTERDAY …The goal was to have good Network KPI …
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Bench: Voice with Phones and Data with Dongles
Traditional statistical KPI
Statistical Surveys
Statistical Systems
Microsoft Office Data processing
DEVICES NOT CONSIDERED
TOOLS TO TREAT
Broadband
Availability
Drops
Mobile
Accessibility
Throughput
Processing
Load
TODAY …to know our customer to meet their needs
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Bench: Voice and Data with Smartphones
New KPI closer to customer perceptions
Specific Surveys
Probes
BIG DATA-SOC Data Processing
STRONG CONSIDERATION OF DEVICES
TOOLS ALSO TO PREVENT
Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
3
… what means “Customer Centric Approach” ?
1. To sum different views (from network to services usage and customers behavior)
2. To correlate information coming from different domains (probes, KPI, customer survey, …)
SOC
Platform
is
currently up&running
and
it
manages
billions of data every
day in order to feed
Service Monitoring
views.
Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
4
… and now …
HAVE A LOOK AT OURS CUSTOMERS,
THEIR DEVICES, THEIR USAGE
Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
5
Protocol
Distribution
Application Distribution
Smartphone & Tablet
by monthly Usage
To know our customers: Where do they like to go? What
do they like to do?
Monthly Usage
SMARTPHONE
(Oct’15)
Monthly
Usage
TABLET
(Oct’15)
Localization of Users with 4G Capable
devices
Winter ‘15
Summer ‘15
Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
6
To know our customers: Who are our customers? What
kind of Devices do they use?
Registered customers at least
once in the network by contract
type and Top 10 devices
Trend 2010-2015 Mobile Devices Types
CONSUMER
LTE MULTIMODE DEVICE TYPE
TOP
BUSINESS
Model/Brand
Device type
Model/Brand
Device type
Model/Brand
Device type
IPHONE-6 (APPLE)
IPHONE-4S (APPLE)
IPHONE-5 (APPLE)
smartphone
smartphone
smartphone
BGS2-W (CINTERION)
M2M
MC35I (CINTERION)
M2M
GALAXY S III NEO (SAMSUNG)
IPHONE-5S (APPLE)
IPHONE-4 (APPLE)
GT-C3590 (SAMSUNG)
smartphone
smartphone
smartphone
phone
M2M
M2M
M2M
GE864-QUAD-V2 (TELIT)
WISMO218 (WAVECOM)
M2M
M2M
WMP100 (WAVECOM)
M2M
smartphone
phone
smartphone
18%
M2M
M2M
M2M
M2M
M2M
M2M
M2M
M2M
M2M
GE865-QUAD (TELIT)
GE864-QUAD (TELIT)
BGS2-W (CINTERION)
GALAXY S III (SAMSUNG)
GT-C3520 (SAMSUNG)
GALAXY S IV (SAMSUNG)
TOT PRIMI 10 MODELLI
MC35I (CINTERION)
GE865-QUAD (TELIT)
TC35I (CINTERION)
GE864-QUAD (TELIT)
G350 (U-BLOX)
HILO -V2 (SAGEM)
SIM900 (SIMCOM)
WISMO228 (Sierra Wireless)
G24-LITE (MOTOROLA)
TOT PRIMI 10 MODELLI
26%
CELLULAR-ENGINE-AC43 (SIEMENS)
BGS3 (CINTERION)
GL865-DUAL (TELIT)
TOT PRIMI 10 MODELLI
M2M
M2M
M2M
70%
Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
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Trend Unique Users vs Devices Registered and Web
Surfing. FOCUS on Customers that change their device
Trend Devices & Users REGISTERED
Trend Devices & Users Web Surfing
FOCUS BB USERS & % that change their Devices
1 change of Device
In October: 5%
Same Device
in October:
94%
Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
8
Customers that didn’t change Device during the month:
Distribution of Device Type
FOCUS DEVICES BY RADIO ACCESS
Same Device in
October: 94%
2G
Only
Dual
mode
61%
2G
3G/2G
4G
20%
7%
4G/3G/2G
5%
4%
2%
Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
9
1 change of Device
In October: 5%
Of which 75% towards
Smartphone & Phones
Customers that change 1 Device during the month
Change of Device: which Technology?
TOP BRAND: Choicest Devices
‘Smartphone & Phones
BRAND
ATTERRAGGIO
SAMSUNG
APPLE
NOKIA/MICROSOFT
HUAWEI
LG
SONY
tot Altri Brand
TOTALE
Top 2 choicest Smartphones
‘Total Device’
Users Chaner
vs
TOT Changer
Users Chaner
vs
TOT Changer
BRAND
ATTERRAGGIO
41.9%
28.2%
8.9%
6.4%
4.2%
2.3%
8.1%
NOKIA/MICROSOFT
LG
SONY
Altri Brand/NC
39%
24%
8%
8%
4%
2%
15%
100%
TOTALE
100%
SAMSUNG
APPLE
HUAWEI
Top 2 choicest Smartphones
17%
10%
iPhone 6S
iPhone 6
74%
17%
iPhone 5S
9%
83%
6%
11%
Other
Brand
Other
Brand
iPhone 6
18%
24% 17%
iPhone 6S
21%
iPhone 4 e
4S
iPhone 5
LTE
@ 1800 MHz
Launching 28/9/13
2G/3G
11%
16% 23%
iPhone 4 e
4S
iPhone 5
LTE
@ 1800 MHz
2G/3G
iPhone 5S
Launching 25/10/13
Launching 28/9/13
Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
10
To know our customers: How do they fill the network (NEW KPI)
Oct’15: Focus on Volumes and Throughput by Device Type
Back to 2012…
Voice Performance per
Device
Heavy user
 Data transmission
time > 50 sec,
 Transferred volumes
> 1.5MB
 DL/UL >7
 Different voice
performance per Device
 New phones have many
functions, but is better to
use the old phones for
talking
Oct’15: Focus on drop by Device Type
Oct’15: Focus on callback between the same
couple of Customers
% Calls with at least a callback between
the same couple of users
Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
11
… Old and New Devices …
... Smartphone vs Phone …
SMARTPHONE
…Facebook
WhatssApp
YouTube
Instagram
Twitter
Waze…
OLD PHONE
Calls
SMS
VS
…BUT…
Battery Life:
Maximum drop height without
breaking:
Impact protection:
SW Updates:
Life cycle:
It works with how many bandwidth?
SMARTPHONE
PHONES
4-5 hours
4-5 days
50 cm (on parquet)
5th floor and then step on
a new cover please
built- in device
one per week
unnecessary
Maximum 2 years
It still works after 20 years
dozen of bandwidth
GSM,UMTS,LTE
… no one works perfectly ….
only 2 Bandwidth … but it works also
in the cellar
Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
12
M2M… old fashion? - 8 MAIN ITEMS
M2M: MAIN EVIDENCES
Sites with high concentration of M2M
Trend 2010-2015
Mobile Devices Types
1. Mainly 2G only M2M
2. 2G only Devices in growing: + 9% during the last 5 years. Main uses:
1. Automotive: 65% cars and company fleets that utilize the
connection for security/infotainment/localization of vehicles.
2. Metering: 15% in the electric and gas industries the M2M allow
the elimination of electromechanical counters. Italy is the first
country in the world to have eliminated old counters for smart
M2M.
3. Gaming: 10% control devices with legal purpose on Slot
machines.
4. Other: 10% (elevators, remote alarms, remote monitoring..)
3. Prevalent usage of corporate APN
4. Important % of «Reject» that causes contest activation failure, increasing
further the signaling. This is due also to a lack of IP addresses on the
Client server.
5. Connectivity Model: High impact on the signaling in front of a very low
Data (<10MB/month).
6. High presence in highway and harbors. Important diffusion at a regional
level.
7. Resolution 120/15/CONS : …. What about to review current rates that
today are designed for Human use ?
8. Considerable increase of contract at a European level (Permanent
Roaming)
M2M Type of Registration
Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
13
M2M: Evidence of Mobility - % of static & dynamic M2M
% of ‘Statics’ M2M – ALL
% of ‘Statics’ M2M – Main concentration
Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
14
Thank you
What kind of Device do You
use, and how long are you
using it?
… and what if we asked to our
children?
Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
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BACKUP
Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
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Risultati del Progetto FUB (Fondazione Ugo Bordoni)
Campagna di misure VOCE
Ente certificato esterno
svolta da FUB sulle reti TIM e VF
“indipendente” ingaggiato da AGCOM
Terminali
tradizionali
Roma, 7 Marzo 2012
Cosa è emerso dal Progetto FUB ?
Smartphone
Incontro presso sede FUB
A parità di servizio offerto dalle Reti mobili, la tipologia di terminale usata dal Cliente, ha FORTE IMPATTO sulla
Qualità complessiva Percepita.
Gli smartphone (con S.O. evoluti) fanno molte più cose dei cellulari tradizionali. I cellulari tradizionali (con S.O.
semplici), fanno bene le (poche) cose che sanno fare.
SCOPO
Scopo del progetto era la valutazione delle prestazioni VOCE, in ottica utente, di Smartphone e cellulari
“tradizionali” su rete mobile dei due principali operatori mobili in Italia: TIM e Vodafone. (Risultati finali aggregati
su Rete TIM+VF)
STRUMENTI
La campagna di misura è stata effettuata mediante una successione di Chiamate VOCE originate da rete Fissa
verso i terminali posti su veicoli in movimento (stesso istante, stesso luogo) e basata su 2 parametri di misura:
 Inaccessibilità chiamate VOCE o Setup Failure Rate (SFR)
 Cadute chiamate VOCE o Drop Call Rate (DCR)
In funzione agli esiti dei 2KPI voce è stata fatta una classificazione in 4 categorie di qualità.
Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
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FUB (Fondazione Ugo Bordoni) - valori ufficiali Globali (Reti TIM+VF)
INACCESSIBILITA': SFR (Setup Failure Rate)
VALORI GLOBALI (su rete TIM e VF)
MARCA
MODELLO
Tipo Device
S.O
HTC
Nokia
Samsung
Nokia
Nokia
Apple
Nokia
RIM (Blackberry)
Samsung
LG
Wildfire
C1-01
C 3050
N8
2720
iPhone 4
5230
Torch 9800
Galaxy S2
Optimus 7
smartphone
tradizionale
tradizionale
smartphone
tradizionale
smartphone
smartphone
smartphone
smartphone
smartphone
Android
proprietario
proprietario
Symbian
proprietario
iOS
Symbian
BB OS
Android
Windows Mobile
Ranking
Definitivo
Valori definitivi
FUB
FASCIA
1
2
3
4
5
6
7
8
9
10
0,78%
1,44%
1,62%
1,63%
1,67%
2,72%
2,77%
2,83%
3,21%
7,49%
ottimo
buono
buono
buono
buono
mediocre
mediocre
mediocre
mediocre
scadente
Ranking
Definitivo
Valori definitivi
FUB
FASCIA
1°
2°
3°
4°
5°
6°
7°
8°
9°
10°
0,64%
0,69%
0,82%
0,84%
0,94%
1,00%
1,02%
1,51%
1,73%
10,29%
ottimo
ottimo
buono
buono
buono
buono
buono
mediocre
mediocre
scadente
CADUTE: DCR (Drop Call Rate)
VALORI GLOBALI (su rete TIM e VF)
MARCA
MODELLO
Tipo Device
S.O
Nokia
Nokia
Apple
Samsung
Nokia
Samsung
RIM (Blackberry)
HTC
Nokia
LG
C1-01
2720
iPhone 4
Galaxy S2
5230
C 3050
Torch 9800
Wildfire
N8
Optimus 7
tradizionale
tradizionale
smartphone
smartphone
smartphone
tradizionale
smartphone
smartphone
smartphone
smartphone
proprietario
proprietario
iOS
Android
Symbian
proprietario
BB OS
Android
Symbian
Windows Mobile
Workshop ITU-MISE su Monitoraggio QoS – Bologna 25/11/2015
A. Fazzolari - Technical Quality Head of Dept.
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