KR100918384B1 - SLA application Apparatus and Method for Internet Leased Line Service - Google Patents

Abstract

Disclosed are a quality assurance agreement processing apparatus and method for leased line services. The quality assurance agreement processing system stores quality standard values for quality indicators and quality indicators, which are quality evaluation items for leased line services, for each management class set based on the speed of the use line for quality assurance between the dedicated line service provider and the customer. Storage unit, receiving unit for receiving individual user service information corresponding to the quality index for each user of the dedicated line service, class setting unit for setting the management class based on the speed of the use line for each user, for each user Application of differentiated service level agreements (SLAs) for each user by including a standard application unit that determines whether the quality level of the management level is satisfied by comparing individual user service information received according to the set management level with the stored quality indicators and quality standard values. And management, which further improves service satisfaction. Can achieve the effect.

SLA

Description

Quality Assurance Agreement Processing System and Method for Dedicated Line Service {SLA application Apparatus and Method for Internet Leased Line Service}

The present invention relates to a quality assurance agreement processing apparatus and method for a leased line service. More specifically, the service level agreement (SLA) for quality assurance for leased line service, in particular, leased line service is differentially applied to each user. The present invention relates to a quality assurance agreement processing apparatus and a method applied thereto.

A service level agreement (SLA) is an agreement between an internet service provider and a customer to guarantee the quality of a leased line service. The service level agreement is usually defined as a measurable condition of what services will be provided. A mutual agreement that promises to provide the level of service specified by

With the emergence of various service providers, competition for services has intensified, and interest in SLAs to guarantee end-to-end customer service is increasing. Customers are also beginning to demand more than a certain level of service provision. In addition, each service provider is attempting to provide an SLA in terms of basic minimum speed or additional services to attract existing customers and create new customers.

In the leased line service, services such as simple speed measurement and alarms of NMS (Network Management System) are provided, but this information is applied collectively within the same service. SLA is not working

The leased line service mainly targets corporate customers, and detailed products are separated by the type and size of the use line, and the price of each detailed product varies greatly. Therefore, the service satisfaction of the customer using the service is an important factor that greatly affects the sales.

In the conventional leased line service, the specific SLA guidelines or standards have not been determined using the method of guaranteeing the user's quality by installing broadband from the initial installation of the physical line itself, and the compensation standard of the service itself is presented in the agreement. It was not managed flexibly within the leased line service. Therefore, even if the same service is used, it is necessary to apply and process the SLA reflecting the requirements desired by the customers and the position of the service provider.

The technical problem to be achieved by the present invention, rather than providing a uniform service to the customer using a dedicated line service to prevent the departure of existing customers by allowing the SLA to be differentially processed according to the speed and customer grade of the service, An object of the present invention is to provide a quality assurance agreement processing apparatus and method for leased line services that contribute to improving the image of a service provider.

In order to achieve the above technical problem, an embodiment of a quality assurance agreement processing apparatus for a leased line service according to the present invention is provided to each management class set based on the speed of a use line for quality assurance between a leased line service provider and a customer. The storage unit stores the quality indicators, which are the quality evaluation items of the private line service, and the quality reference values for each of the quality indicators, and a receiver that receives the individual user service information corresponding to the quality indicators for each user of the dedicated line service. A rating setting unit that sets a management level based on the speed of the use line, and compares the individual user service information received according to the management level set for each user with the stored quality indicators and quality standard values to satisfy the quality standard of the management level. It includes a standard application unit for determining whether or not.

In order to achieve the above technical problem, an individual user corresponding to the quality index which is a quality evaluation item of the dedicated line service for each user of the leased line service, as an embodiment of the method for processing the quality assurance agreement for the leased line service according to the present invention. Receiving service information, setting a management class for quality assurance between a dedicated line service provider and a customer based on the speed of the use line for each user, and receiving an individual user according to the management class set for each user And comparing the service information with the quality standard value for each of the quality index and the quality index to determine whether the quality level of the management grade is satisfied.

The present invention as described above, by performing the differential service level agreement (SLA) management for each user according to the speed and nature of the use line of the dedicated line service, it is possible to apply and process the SLA according to the characteristics of the product, This further improves the customer's service satisfaction.

Hereinafter, the configuration, operation and the best embodiments of the present invention will be described in detail with reference to the accompanying drawings, in which reference numerals are assigned to the components of the drawings for the same components, even though the same reference numerals, even if in different drawings. And if the description of the drawings need to be cited in advance that the components of the other drawings can be cited.

1 is a view showing the configuration of a quality guarantee agreement processing apparatus for a dedicated line service according to an embodiment of the present invention.

Referring to Figure 1, the quality assurance agreement processing apparatus as a preferred embodiment of the present invention includes a storage unit 110, the receiving unit 120, the rating setting unit 130, the reference applying unit 140.

The storage unit 110 stores the quality reference values for the quality indicators and the quality indicators, which are the quality evaluation items of the dedicated line service, for each of the management grades set based on the speed of the use line for quality assurance between the dedicated line service provider and the customer. do.

 The management grade classifies the quality assurance agreement based on the speed of the use-line of the leased line service and applies the quality assurance agreement differentially to each user of the leased line service.

The quality indicator refers to an item that evaluates the quality of service provided to a customer by a leased line service provider, and the quality standard value is a value used to determine whether the service provided to each user violates the quality standard of the management grade. Say.

The quality indicators include the period of failure handling from the time the failure report of the leased line service is received to the completion of the failure recovery, the period of the opening processing from the time the opening request of the leased line service is received to the completion of the opening, and the opening of the service. After failure period, cumulative failure time per month, the number of duplicate failures on the same line, whether failure occurred according to prior notice of construction information, and dedicated line performance index that service provider can additionally determine.

The quality standard value includes a reference value for determining whether a service level agreement (SLA) is violated and a reference value for determining whether or not to be a quality monitoring target for pre-alerting a service provider.

The receiver 120 receives individual user service information corresponding to the quality index for each user. The individual user service information includes details of providing a failure recovery service of a dedicated line service received from an external system managing fault information or processing of opening of a dedicated line service received from an external system managing user information. From the time a failure report of the dedicated line service is received for each user to the time when the failure recovery is completed, the failure processing delay period from the time of receiving the opening request of the dedicated line service to each user until the opening is completed. According to the opening processing delay period, the period from the opening of each user to the time of failure, the cumulative failure time for each user, the number of duplicate failures for the same line for each user, and the prior notice of construction information for each user. Information such as whether or not a failure occurs.

The rating setting unit 130 sets a management grade for each user based on the speed of the use line of the dedicated line service. The leased line service, especially in the leased line service, is classified based on the speed of the use line determined by the type and size of the use line. Therefore, since the service satisfaction of customers using products with high speed of use line is an important factor that greatly affects sales, it is necessary to set the management level based on the speed of the use line of dedicated line service.

The speed of the use line of the dedicated line service for each user is taken from the storage if it is stored in the storage 110, or from an external system that manages user information.

2 is a diagram illustrating a table in which a speed of a leased line service is defined as a code according to an embodiment of the present invention.

Referring to FIG. 2, a dedicated line service according to the present invention is mainly classified into a low speed line, a medium speed line, a high speed line, and an ultra high speed line according to a speed per second (BPS: Bit Per Second). Detailed product-specific speeds (BPS) of leased line services are coded so that the user or service provider can easily understand them so that no confusion about the contract occurs between the user and the service provider when the user selects the details of the leased line service.

3 is a diagram illustrating a management grade model that can be applied differentially according to the speed of the leased line service that is an example of the present invention.

Referring to FIG. 3, the management class of the leased line service according to the present embodiment is classified into five types based on the coded speeds in FIG. 2. Dedicated line service has a certain line speed according to the line standard (low speed, medium speed, high speed, ultra high speed), and general low speed line is classified as Common grade, medium speed line is Gold grade, high speed line is VIP grade, and high speed line is classified as Special grade. do. If a value indicating a specific class is not entered separately, it is classified as a default class.In the case of such a default class, SLA is not applied at all at the service provider's discretion or only SLA for a basic item of a class such as Common. Apply. In addition, since most high-speed lines are mostly business transmission lines of leased line service providers, which are used as backbones when installing leased lines, the management class of leased line services provided to users can be divided into three classes.

Another field shown in FIG. 3 is a rating of the customer in terms of business importance of each user. In the absence of a customer grade field, users of low-speed leased line services may be at a disadvantage of always having low service. However, in the case of evaluating users by customer rating, even corporate customers who do not take such a large portion of leased line service generate large sales in using other enterprise services such as wireless leased line or leased line phone. If you are a major customer, or a customer that requires special management, it needs to be managed separately. In consideration of this, users with higher customer ratings provide services one level higher than management classes classified according to the speed of the use line. Through this, it is possible to prevent the departure of existing customers and to contribute to improving the image of the service provider.

The reference application unit 140 stores the individual user service information received by the receiver 120 in the quality index and the quality index stored in the storage unit 110 according to the management grade set for each user in the grade setting unit 130. It is determined whether the quality standard of the management grade set by the grade setting unit 130 is compared with the quality standard value. That is, the reference applying unit 140 extracts the content corresponding to the quality indicator from the individual user service information received by the receiving unit 120 and compares it with the quality reference value for the quality indicator to determine whether the quality standard of the management grade is satisfied. do.

4A and 4B are diagrams illustrating quality indicators of a dedicated line service and an example code model thereof, and FIG. 4C is a diagram showing a customer basic information table of a dedicated line service according to an embodiment of the present invention. One drawing.

Referring to FIG. 4A, an opening delay ("LL010") observing the contract period in opening a service for using a service and configuring a line for a service opening subscription of a customer as a quality index of a leased line service according to the present embodiment; It is the same as the fault handling delay ("LL020") and the total monthly breakdown time ("LL021") to which the charge is applied in recovering the fault caused by determining the fault of the line for the user's fault report. The number of redundant failures ("LL022") for a circuit is illustrated, and other indicators indicating the performance of the leased line can be additionally defined based on the system or other data managed by the service provider.

As shown in FIG. 3, in order to provide a differential SLA for management grades divided into three grades, a detailed definition of quality indicators is required. In other words, even if the quality index applied to each grade is the same as the case where the SLA violation reference value or quality monitoring standard value is different, it is possible. For example, in case of delay of opening processing ("LL010"), there is a quality grade for SLA from 13th on the basis of user's desired date, and there is a common grade that can compensate for SLA from 15th. The criteria for a VIP rating is set for the opening on the desired date. In addition, if a failure occurs within a certain period of time after opening, the opening processing itself is not properly performed, not an indicator related to failure, and the indicator of whether a failure occurs after opening ("LL011"), which can be compensated, is excluded from Common grade. Only available to VIP and VIP classes.

FIG. 4B is a code model proposed to apply the indicators and the criteria for each indicator shown in FIG. 4A in a practical system. The indicator contents of FIG. 4A are classified and managed as codes in FIG. 4B, and the management grade (SLAGrade) is based on the service speed (SpeedCode) and customer grade (CustGrade) values in the customer basic information table of the leased line service of FIG. 4C. Extract as shown in Table 3. In applying the SLAs differentially to each customer, the classification code and management class for the indicators act as a primary key on the internal database of the QA processing system so that the same indicators reflect different reference values. It is managed in pairs with an individual customer identification number (SCN).

5 is a flowchart illustrating a method for processing a quality guarantee agreement for a leased line service according to an embodiment of the present invention.

Referring to FIG. 5, the quality assurance agreement processing method according to the present exemplary embodiment may include a time series processing in the quality assurance agreement processing apparatus illustrated in FIG. 1. Therefore, even if omitted below, the contents described above with respect to the QA processing apparatus shown in FIG. 1 are also applied to the QA processing method according to the present embodiment.

First, individual user service information corresponding to a quality index that is a quality evaluation item of the dedicated line service is received for each user of the dedicated line service (S510).

The individual user service information received in step S510 includes a failure processing delay period from the time when the failure report of the dedicated line service for each user is received to the completion of the fault recovery, and from the time when the opening request of the dedicated line service is received. Delay period of opening processing until completion, period of failure after opening for each user, cumulative failure time for each user, the number of duplicate failures for the same line for each user, and prior construction information for each user. Whether or not a failure occurs.

Thereafter, for each user, a management level for quality assurance between the dedicated line service provider and the customer is set based on the speed of the use line of the dedicated line service (S520).

According to the management level set for each user in step S520 and compares the individual user service information received in step S510 with the quality reference value for each quality indicator and quality indicator to determine whether the quality standard of the management grade is satisfied (S530). .

FIG. 6 is a diagram illustrating a structure of a dedicated line service system including a QA processing apparatus according to an exemplary embodiment of the present invention. In detail, FIG. 6 illustrates a dedicated line service system implementing the QA processing apparatus shown in FIG. 1 in detail. 7 is a flowchart illustrating a quality assurance agreement processing method performed in the dedicated line service system illustrated in FIG. 6. Therefore, even if omitted below, the contents described above with respect to the quality assurance agreement processing apparatus shown in FIG. 1 also apply to the dedicated line service system according to the present embodiment.

Referring to FIG. 6, the dedicated line differential SLA processor 600 includes a user information management system 610, a failure management system 620, a network management system 630, and a user facility information system 640 of an external interworking system. It is configured in conjunction with, and includes a receiving unit 601, the target qualified determination unit 602, the rating setting unit 603, the reference extraction unit 604, the SLA application unit 605, the storage unit 607.

The receiving unit 601 receives individual user service information related to a service failure including a failure processing delay period from the failure management system 620 or individual related to service opening including a opening processing delay period from a user information management system 610. Receive user service information (S710). At this time, the external linkage information is managed by using the customer identification number (SCN) as a distinguishing key, and the received individual user service information is stored separately in the storage unit 607.

The target eligibility determination unit 602 receives the user information from the user information management system 610 and determines whether to apply the SLA through whether the user is a dedicated line service user and whether the user is currently using the service for each user ( S720). This is because even a user who uses a dedicated line service does not use the current service, and the application of the SLA becomes meaningless when it is suspended, stopped, suspended or terminated due to various reasons.

The rating setting unit 603 sets the management level of the dedicated line user as shown in FIG. 3 by the standard (speed) of the line and the customer rating determined by the service provider (S730).

The reference extraction unit 604 extracts the SLA violation reference value and the quality monitoring reference value for each of the quality indicators and the quality indicators for evaluating the quality of the service, according to the set management grade (S740).

The SLA application unit 605 determines whether the SLA is violated and whether the quality monitoring is to be performed on the individual user service information received by the receiver 601 using the extracted quality index, the SLA violation reference value and the quality monitoring reference value. do. According to the determination result, the data of the storage unit 607 is processed for each user. The network management system 630 and the user facility information system 640 are referred to for data processing of the storage unit 607 (S750).

The quality monitoring unit 606 monitors the quality based on the quality monitoring reference value of FIG. 3 when the SLA application unit 605 is designated as the quality monitoring target (S760). It generates a pre-alert to the service provider and performs a function to prevent quality deterioration in order to keep the contracted quality with the user.

The invention can also be embodied as computer readable code on a computer readable recording medium. Computer-readable recording media include all kinds of recording devices that store data that can be read by a computer system. Examples of computer-readable recording media include ROM, RAM, CD-ROM, magnetic tape, floppy disks, optical data storage devices, and the like, which are also implemented in the form of carrier waves (for example, transmission over dedicated lines). It also includes. The computer readable recording medium can also be distributed over network coupled computer systems so that the computer readable code is stored and executed in a distributed fashion. In addition, functional programs, codes, and code segments for implementing the present invention can be easily inferred by programmers in the art to which the present invention belongs.

Such a method and apparatus of the present invention have been described with reference to the embodiments shown in the drawings for clarity, but these are merely exemplary, and various modifications and equivalent other embodiments are possible to those skilled in the art. Will understand. Therefore, the true technical protection scope of the present invention will be defined by the appended claims.

1 is a view showing the configuration of the quality assurance agreement processing apparatus for a dedicated line service according to an embodiment of the present invention.

2 is a diagram illustrating a table in which a speed of a leased line service is defined as a code according to an embodiment of the present invention.

3 is a diagram illustrating a management grade model that can be applied differentially according to the speed of the leased line service that is an example of the present invention.

4A and 4B are diagrams illustrating quality indices of a dedicated line service and an example code model thereof, according to an embodiment of the present invention.

4C is a diagram illustrating a customer basic information table of a dedicated line service, which is an embodiment of the present invention.

5 is a flowchart illustrating a method for processing a quality guarantee agreement for a leased line service according to an embodiment of the present invention.

6 is a view showing the structure of a dedicated line service system that includes a quality assurance agreement processing apparatus according to an embodiment of the present invention.

7 is a flowchart illustrating a quality assurance agreement processing method performed in a dedicated line service system according to an embodiment of the present invention.

Claims (11)

A storage unit for storing quality indicators and quality reference values for each of the quality indices of the dedicated line service for each management class set based on the speed of the use line for quality assurance between the leased line service provider and the customer; A receiving unit which receives individual user service information corresponding to the quality index for each user of the leased line service; A rating setting unit for setting a management level for each user based on the speed of the use line; And And a reference applying unit that determines whether the quality level of the management level is satisfied by comparing the received individual user service information with the stored quality index and the quality standard value according to the management level set for each user. Quality assurance agreement processing apparatus. The method of claim 1, The quality index includes a failure processing delay period from the time when the failure report of the leased line service is received to the completion of the failure recovery, and a delay in the opening processing period from the reception of the opening request of the leased line service to the completion of the opening. Quality assurance agreement processing apparatus, characterized in that it comprises at least one of the period of failure after opening, the cumulative failure time of the month, the number of duplicate failures on the same line, whether the failure occurred according to the prior notice of construction information. The method of claim 1, The quality standard value treatment process may include at least one of a reference value for determining whether a service level agreement (SLA) is violated, and a reference value for determining whether or not a quality monitoring target is issued to the leased line service provider. Device. The method of claim 1, The rating setter adjusts the set management grade based on a customer grade that evaluates each user according to business importance. The method of claim 1, The quality reference value includes a reference value for determining whether or not the quality monitoring target to issue an advance warning to the leased line service provider, And the reference applying unit issues an advance warning to the leased line service provider when it is determined that the quality monitoring object is the quality monitoring object. Receiving individual user service information corresponding to a quality index which is a quality evaluation item of the leased line service for each user of the leased line service; A rating setting step of setting a management level for quality assurance between the provider and the customer of the dedicated line service based on the speed of the use line for each user; And A criterion applying step of determining whether the quality criteria of the management grade are satisfied by comparing the received individual user service information with the quality standard value for each of the quality indicators and the quality indicators according to the management grade set for each user; Quality assurance agreement treatment method comprising a. The method of claim 6, The quality index includes a failure processing delay period from the time when the failure report of the leased line service is received to the completion of the failure recovery, and a delay in the opening processing period from the reception of the opening request of the leased line service to the completion of the opening. Quality assurance agreement treatment method, characterized in that it comprises at least one of the period of failure after opening, the cumulative failure time of the month, the number of duplicate failures on the same line, whether the failure occurred according to the prior notice of construction information. The method of claim 6, The quality guarantee value includes at least one of a reference value for determining whether a service level agreement (SLA) is violated, and a reference value for determining whether or not a quality monitoring target for providing an advance warning to a provider of the leased line service. Treatment method. The method of claim 6, The rating setting step includes the step of adjusting the set management grade based on the customer rating that evaluated each user according to the business importance. The method of claim 6, The quality reference value includes a reference value for determining whether or not the quality monitoring target to issue a pre-alert to the provider of the leased line service, And a step of issuing a pre-alert to the provider of the dedicated line service if it is determined that the quality is subject to monitoring in the standard application step. A computer-readable recording medium containing a program for performing the method according to any one of claims 6 to 10.

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