Embracing intelligence and accelerating service-centric operations transformation


[Shenzhen, China, April 18, 2024] Huawei recently hosted a roundtable discussion titled “Intelligence Accelerates ICT Operations Transformation” at the Huawei Global Analyst Summit 2024. The event brought together analysts and customers from renowned organizations such as IDC, GlobalData, Analysys Mason, and ITSS to explore the ways in which intelligent technologies can revolutionize operation model and expedite digital transformation through upgrades of Operations systems.

Strengthening Global Network Reliability and Advancing New Generation Intelligent Operations

Lu Yu, President of Huawei Assurance and Operation Services Domain, said that as a top global provider of ICT infrastructure, Huawei is committed to ensuring the stable operation of customers’ networks worldwide through professional services. Huawei invests billions of RMB annually to facilitate and expedite the intelligent Operations transformation of global customers.

Huawei provides efficient customer support through its global network of technical assistance centers and spare parts centers, offering 24/7 technical assistance using processes like Issue to Resolution (ITR) and platforms like NetCareCloud. By integrating AI and knowledge graph technologies into network operation and maintenance scenarios, Huawei continually improves its ability to predict, prevent, and resolve issues, helping our customers to ensure the smooth operation of over 2,000 global key events, including the Olympic Games, World Cup, Asian Games, and Hajji.

Huawei is working closely with TM Forum and global customers to advance the new generation intelligent Operations transformation. Through continuous investment in cutting-edge technologies such as generative artificial intelligence (GenAI) and network digital twin (DTN), Huawei is integrating these innovations into specific O&M scenarios, upgrading its architectures and intelligent operation platforms like AUTIN and IMOC, and redefining the service-centric Operations indicator system. These efforts are helping customers transform their Operation models, improve efficiency, and maximize benefits.

Accelerating Operations Transformation with New Business Values, Services, and Technologies

According to Ye Rongchun, Director of Huawei’s Intelligent Operation Domain, the increasing complexity of communications service provider (CSP) services poses challenges for operations. However, the emergence of new technologies like GenAI presents opportunities for transformation. As more CSPs adopt service-centric operations, Huawei has identified the following key features for new generation intelligent operations:

New business values: As new services emerge, new business values and indicator systems are necessary to measure operations results. Huawei has developed the E.O.T model for digital transformation based on the TM Forum standard and framework. This model proposes multidimensional business value indicators, ranging from efficiency improvement to revenue increase and customer satisfaction improvement, to effectively measure business outcomes.

New services: Huawei has developed scenario-specific service solutions, including ToB deterministic SLA assurance service, ToH service assurance service, and ToC service loss reduction service, to ensure the availability of networks and services. These solutions enable customers to implement service-centric assurance alongside traditional network operations services, thereby improving overall service quality.

New technologies: The widespread adoption of new technologies, including GenAI, in the operations field still presents challenges such as model hallucination, insufficient high-quality corpora, and installed base reengineering. To address these challenges, Huawei has developed a suite of large model applications, including role-based copilots and scenario-specific agents, to assist operation engineers, improve customer satisfaction, and enable CSPs to monetize on large model technologies.

Huawei is thrilled to announce that at the DTW Summit in coming June, Huawei, in collaboration with the TM Forum, leading CSPs, and industry partners, will publish the New Generation Intelligent Operations White Paper 2.0. This updated version will provide valuable insights into the business practices and outcomes of service-centric operations transformation.

Kam-Shing Fung, the Vice President of Digital Transformation at HKT, highlighted the significant impact of GenAI and LLMs on the telecom industry. HKT has been utilizing GenAI technology since 2023 to transform towards value-driven ChatOps and experience-driven operations. This innovative solution has provided HKT with measurable benefits, aligning its operational agility and customer-centric operations strategies.

Intelligence Empowers Industry Operation Transformation

Lin Xiaobo, the Chief Architect of Industry O&M, Huawei’s ICT Assurance and Operation Services Domain, stated that the enterprise market is vast and diverse, with thousands of industries, each having unique O&M scenarios and requirements. To cater to these diverse needs, Huawei has been accumulating scenario-specific assets in industries such as government, finance, and transportation. This has enabled Huawei to advance its industry O&M service. Huawei offers the IMOC platform, which is based on triple chains (service chain, data chain, and deployment chain) and enables the visualization and management of ICT infrastructure and customer business, facilitating the digital transformation of industries.

Large and Small Model Collaboration Unlocks New Business Values of O&M Applications

Liu Yuliang, Senior Architect of ICT Assurance and Operation Services Domain, announced that Huawei has successfully utilized small models to develop capabilities such as multidimensional data correlation, time series anomaly detection, and root alarm identification, which have effectively resolved various specific O&M issues. Recently, Huawei has taken advantage of large model technologies such as chain of thought (CoT), corpus optimization, and retrieval-augmented generation (RAG), collaboration between large and small models, and over 30 years of O&M knowledge accumulation to build O&M assistants for field maintenance engineers (FMEs), front offices (FOs), and back offices (BOs). These O&M assistants enhance employee efficiency and effectiveness throughout the employee journey and implement experience-driven O&M assurance throughout the customer journey, resulting in a transformation of conventional O&M models.

The roundtable concluded with an enthusiastic discussion on the ICT operations indicator system, transformation pathways and business practices, and applications of large model technologies.


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