Implementation and role of device management Solutions to the end users

This research is based on consumer complaints with respect to recently purchased consumer electronics. This research document will investigate the instances of development and device management as a tool used to aid consumer and manage consumer’s mobile products in order to resolve issues in or before the consumers is aware one exists. The problem at the present time is that mobile devices are becoming very advanced pieces of technology, and not all manufacturers and network providers have kept up the support element of End users. As such, the subject of the research is to investigate how device management could possibly be used as a method to promote research and development of mobile devices, and provide a better experience for the consumer. The wireless world is becoming increasingly complex as revenue opportunities are driven by new and innovative data services. We can no longer expect the customer to have the knowledge or ability to configure their own device. Device Management platforms can address the challenges of device configuration and support through new enabling technologies. Leveraging these technologies will allow a network operator to reduce the cost of subscriber ownership, drive increased ARPU (Average Revenue per User) by removing barriers to adoption, reduce churn by improving the customer experience and increase customer loyalty. DM technologies provide a flexible and powerful management method but are managing the same device features that have historically been configured manually through call centers or by the end user making changes directly on the device. For this reason DM technologies must be treated as part of a wider support solution. The traditional requirement for discovery, fault finding, troubleshooting and diagnosis are still as relevant with DM as they are in the current human support environment yet the current generation of solutions do little to address this problem. In the deployment of an effective Device Management solution the network operator must consider the integration of the DM platform, interfacing with many areas of the business, supported by knowledge of the relationship between devices, applications, solutions and services maintained on an ongoing basis. Complementing the DM solution with published device information, setup guides, training material and web based tools will ensure the quality of the customer experience, ensuring that problems are completely resolved, driving data usage by focusing customer education on the use of the wireless service In this way device management becomes a tool used both internally within the network or device vendor and by the customer themselves, with each user empowered to effectively manage the device without any prior knowledge or experience, confident that changes they apply will be relevant, accurate, stable and compatible. The value offered by an effective DM solution with an expert knowledge service will become a significant differentiator for the network operator in an ever competitive wireless market. This research document is intended to highlight some of the issues the industry faces as device management technologies become more prevalent, and offers some potential solutions to simplify the increasingly complex task of managing devices on the network, where device management can be used as a tool to aid customer relations and manage customer’s mobile products in order to resolve issues before the user is aware one exists. The research is broken down into the following, Customer Relationship Management, Device management, the role of knowledge with the DM, Companies that have successfully implemented device management, and the future of device management and CRM. And it also consists of questionnaires aimed at technical support agents and mobile device users. Interview was carried out with CRM managers within support centre to further the evidence gathered. To conclude, the document is to consider the advantages and disadvantages of device management and attempt to determine the influence it will have over customer support centre, and what methods could be used to implement it.

Measuring Application Availability,Usage and Performance : Implementation of EnView System

The main objective for this degree project is to implement an Application Availability Monitoring (AAM) system named Softek EnView for Fujitsu Services. The aim of implementing the AAM system is to proactively identify end user performance problems, such as application and site performance, before the actual end users experience them. No matter how well applications and sites are designed and nomatter how well they meet business requirements, they are useless to the end users if the performance is slow and/or unreliable. It is important for the customers to find out whether the end user problems are caused by the network or application malfunction. The Softek EnView was comprised of the following EnView components: Robot, Monitor, Reporter, Collector and Repository. The implemented system, however, is designed to use only some of these EnView elements: Robot, Reporter and depository. Robots can be placed at any key user location and are dedicated to customers, which means that when the number of customers increases, at the sametime the amount of Robots will increase. To make the AAM system ideal for the company to use, it was integrated with Fujitsu Services’ centralised monitoring system, BMC PATROL Enterprise Manager (PEM). That was actually the reason for deciding to drop the EnView Monitor element. After the system was fully implemented, the AAM system was ready for production. Transactions were (and are) written and deployed on Robots to simulate typical end user actions. These transactions are configured to run with certain intervals, which are defined collectively with customers. While they are driven against customers’ applicationsautomatically, transactions collect availability data and response time data all the time. In case of a failure in transactions, the robot immediately quits the transactionand writes detailed information to a log file about what went wrong and which element failed while going through an application. Then an alert is generated by a BMC PATROL Agent based on this data and is sent to the BMC PEM. Fujitsu Services’ monitoring room receives the alert, reacts to it according to the incident management process in ITIL and by alerting system specialists on critical incidents to resolve problems. As a result of the data gathered by the Robots, weekly reports, which contain detailed statistics and trend analyses of ongoing quality of IT services, is provided for the Customers.

Rate Scheduling for HSDPA in UMTS

The introduction of a new technology High Speed Downlink Packet Access (HSDPA) in the Release 5 of the 3GPP specifications raises the question about its performance capabilities. HSDPA is a promising technology which gives theoretical rates up to 14.4 Mbits. The main objective of this thesis is to discuss the system level performance of HSDPAMainly the thesis exploration focuses on the Packet Scheduler because it is the central entity of the HSDPA design. Due to its function, the Packet Scheduler has a direct impact on the HSDPA system performance. Similarly, it also determines the end user performance, and more specifically the relative performance between the users in the cell.The thesis analyzes several Packet Scheduling algorithms that can optimize the trade-off between system capacity and end user performance for the traffic classes targeted in this thesis.The performance evaluation of the algorithms in the HSDPA system are carried out under computer aided simulations that are assessed under realistic conditions to predict the results as precise on the algorithms efficiency. The simulation of the HSDPA system and the algorithms are coded in C/C++ language

QoS evaluation of bandwidth schedulersin IPTV networks offered SRD fluidvideo traffic: a simulation study

IPTV is now offered by several operators in Europe, US and Asia using broadcast video over private IP networks that are isolated from Internet. IPTV services rely ontransmission of live (real-time) video and/or stored video. Video on Demand (VoD)and Time-shifted TV are implemented by IP unicast and Broadcast TV (BTV) and Near video on demand are implemented by IP multicast. IPTV services require QoS guarantees and can tolerate no more than 10-6 packet loss probability, 200 ms delay, and 50 ms jitter. Low delay is essential for satisfactory trick mode performance(pause, resume,fast forward) for VoD, and fast channel change time for BTV. Internet Traffic Engineering (TE) is defined in RFC 3272 and involves both capacity management and traffic management. Capacity management includes capacityplanning, routing control, and resource management. Traffic management includes (1)nodal traffic control functions such as traffic conditioning, queue management, scheduling, and (2) other functions that regulate traffic flow through the network orthat arbitrate access to network resources. An IPTV network architecture includes multiple networks (core network, metronetwork, access network and home network) that connects devices (super head-end, video hub office, video serving office, home gateway, set-top box). Each IP router in the core and metro networks implements some queueing and packet scheduling mechanism at the output link controller. Popular schedulers in IP networks include Priority Queueing (PQ), Class-Based Weighted Fair Queueing (CBWFQ), and Low Latency Queueing (LLQ) which combines PQ and CBWFQ.The thesis analyzes several Packet Scheduling algorithms that can optimize the tradeoff between system capacity and end user performance for the traffic classes. Before in the simulator FIFO,PQ,GPS queueing methods were implemented inside. This thesis aims to implement the LLQ scheduler inside the simulator and to evaluate the performance of these packet schedulers. The simulator is provided by ErnstNordström and Simulator was built in Visual C++ 2008 environmentand tested and analyzed in MatLab 7.0 under windows VISTA.

Applikationsövervakning : Dess möjliga bidrag till en verksamhet

Applikationsövervakning är en term för att i realtid övervaka applikationer och kunna upptäcka fel innan slutanvändaren märker av ett problem. Med övervakning av applikationer menas inte bara den enskilda programvaran utan allt som rör applikationen i fråga. Trafikverkets önskemål är att leverera en hög kvalité i sina applikationer. I nuläget har utvecklare ingen eller dålig insyn i hur en applikation levererar i en skarp miljö efter att de lämnat över ansvaret till drift. För att kunna hålla en bra kvalité i sina applikationer så vill de undersöka hur applikationsövervakning kan hjälpa till att se behov av ändringar i applikationer innan större problem uppstår. I en fallstudie bestående av intervjuer och dokumentstudier kommer genom användning av situationsbaserad FA/SIMM nuvarande arbetssätt fångas. Samt fånga mål och problem som uttrycks i verksamheten kring utveckling & förvaltning och drift av applikationer. Dessa kommer sedan analyseras för att undersöka på vilket sätt applikationsövervakning skulle hjälpa utvecklare & förvaltare, men även driftspersonal i deras arbete. Resultatet av detta visar att de problem och mål som tas upp dels är organisatoriska i sin natur och arbetssättet DevOps framhålls som en möjlig lösning. Även att applikationsövervakning de facto skulle kunna bidra till en ökad kvalité i applikationerna genom att tillföra en möjlighet att arbeta mer proaktivt.