Telco operations management: delivering and maintaining services over a fiber-only network

This industrial Ph.D. stems from a collaboration between the company Open Fiber S.p.A. and the University of Rome Tor Vergata. Open Fiber S.p.A. is an Italian Wholesale-only Network Operator in the FTTH industry and thanks to the winning of the European tenders for the reduction of the Digital Divide, it is building a fiber-only network infrastructure throughout the Italian national territory. Open Fiber is defined as a “Wholesale-only” company - This means that its business model implies that Open Fiber S.p.A. focuses its activities at the wholesale level, and does not sell broadband services directly to the mass-market. The research work was carried out jointly with the Department of Electronics Engineering of the University of Rome Tor Vergata, and in Open Fiber with the Technical Processes team, which is responsible for defining and maintaining processes, procedures and instructions for the management of all the aspects involved in the Delivery (activation of services) and Assurance (management and maintenance of services) activities and Network Maintenance, with the related definition of user requirements for IT systems’ developments. Nowadays, Wholesale Network Operators have the critical role of "enablers” in the digital evolution that the world is constantly facing; their responsibility is to provide Retail Operators with the network infrastructure needed for the distribution of digital content, enabling the improvement of their Customer Experience and Go-To-Market strategy through agility, reliability, and scalability. At the same time, the telecommunications industry finds itself constantly chasing continuous technological advances with their management methods of Operations & Maintenance (O&M) that still struggle to turn their eye toward innovation and simplification of processes. In this perspective, the present work aims to transcend the boundaries of conventional telecommunications operations, forging a path toward a solid vision characterized by elevated customer experiences, streamlined efficiency, and sustained innovation. The multifaceted objectives converge with a singular purpose: to shape and define the fabric of operations for Wholesale-only Network Operators. At its heart lies a commitment to enhancing the quality of service perceived by customers, cultivating an environment where interactions are seamless, solutions are timely, and experiences are tailored to individual needs. Yet, this pursuit extends beyond mere customercentricity. It seeks to delve into the mechanics of operational departments, optimizing productivity, and resource allocation. The very essence of technology becomes a catalyst for change, heralding the automation of service management and network resources. Within this intelligent ecosystem, the orchestration of service provisioning and resource allocation unfolds seamlessly, presenting a proactive approach that anticipates and responds to customer needs. Amidst this transformation, the financial aspect remains integral. Balancing the reduction of operating costs with the preservation of profitability forms the crux of this endeavor. It's a delicate equilibrium that not only sustains financial well-being but also fuels a culture of continuous improvement, fostering operational evolution and resilience. Empowering less experienced staff also emerges as a pivotal thread. The process of knowledge transfer becomes a gateway, enabling swift proficiency and ensuring that every member of the operational ensemble contributes effectively to the overarching goals. Effective communication, both internally and externally, emerges as a lynchpin in this orchestrated symphony. By simplifying exchanges with suppliers and stakeholders, the groundwork is laid for collaborative synergies and informed decision-making – attributes crucial for dynamic operations. To this purpose, the research part of this Ph.D. encompasses two main studies conducted in the realm of fiber-based networks. Firstly, the "Open Chain" Framework - implemented by the Italian "wholesale and fiber-only" operator, Open Fiber S.p.A. - which aims to effectively manage operations processes over a fiber-only network through an innovative approach. This framework ensures consistency, adaptability, and self-sufficiency in the network, services, and support systems, while efficiently coordinating all actors involved and meeting customer needs through advanced technological features. By leveraging recent advancements, the model simplifies network management, aligning it with international ICT service standards and transforming the entire infrastructural ecosystem into a "self-organizing" entity. The result is an optimized network performance and improved customer experience. In this perspective, the study routes around a technical-economic analysis of the acceptable maximum attenuation on PON FTTH lines. Here, the objective is to provide guidelines and data to support the Wholesale Network Operator in defining the acceptable attenuation threshold for Service Level Agreements (SLA) with Retail Network Operators. If the threshold is exceeded, the Retail Network Operator can request anomaly resolution through a Trouble Ticket (TT), affecting the number of Tickets managed and related costs for the Wholesale Network Operator. The study, performed on a system resembling Open Fiber's infrastructure, establishes a maximum acceptable attenuation of 37 dB without compromising service quality. Additionally, the study introduces an economic model to assess the cost impact of adjusting the attenuation threshold in the SLA.