This TS specifies Key Performance Indicators (KPIs) for GSM, UMTS, etc.
KPI definitions include high level KPIs that are:
common across GSM and UMTS networks; and
specific to network techniques such as GSM and UMTS networks.
Key performance indicators (KPI) must emanate from the strategy goals of enterprise and cascade through the
organization. KPIs are defined through the definition and measurement of key parameters of input and output of internal
network system and/or maintenance and operation progress of enterprise. KPIs are considered to be primary metrics to
evaluate process performance as indicators of quantitative management, and to measure progress toward enterprise
For operators, competition in the liberalized telecommunications markets and the requirements of customers for more
complex services are leading to a greater emphasis on the provision of efficient customer service. The efficiency of
customer service is embodied by customer perception and good customer relations.
According to TMF (TeleManagement Forum) contributions, SLAs (Service Level Agreement, See in TMF GB917)
can contribute to determining how customer care is perceived and aiding service providers in attracting customers and
maintaining customer loyalty. A SLA is an element of a formal, negotiated contract between two parties, viz., a service
provider and a customer. It documents the common understanding of all aspects of the service and the roles and
responsibilities of both parties from service ordering to service termination. SLAs can include many aspects of a
service, such as performance objectives, customer care procedures, billing arrangements, service provisioning
SLAs are supported by service or product KQIs. Service KQIs are the key indicators of the service element
performance, and used as the primary input for management of internal or supplier/partner SLAs that calculate actual
service delivery quality against design targets or in the case of supplier/partner contractual agreements. Service KQIs
provide the main source of data for the product KQIs that are required to manage product quality and support the
contractual SLAs with the customer. (See in TMF GB923)
KQIs are supported by KPIs that are an indication of service resource performance.
KPI is proved by aggregation of network performance data from network elements.
full Table of Contents for TS 32.410 Word version: 15.0.0