Monitoring Tool for the Customers Service's quality International Telecommunications Energy Conference 2009

摘要

In Telecom Italia has been implemented a Monitoring Tool in order to calculate an Indicator (KPI Key Performance Indicator) of availability/unavailability of the Network Management Systems as a percentage of time that the systems are available/unavailable to support the internal processes of production of Important Market services (regarding Retail and Wholesale customers), compared to the total period under observation. Through this tool is it possible to verify the respect of the SLA (Service Level Agreement) for the Telecom Italia Customers and the quality of the service offered to Telecom Italia from her suppliers.