What is Service Assurance?

Modern businesses are highly reliant on connectivity to operate efficiently. The complexity and cost of maintaining
business-critical information technology means that almost all organisations outsource some element of their IT infrastructure to a Managed Service Provider. The increasing complexity of the services being requested by customers means that providers need to utilise Service Assurance in order to ensure customer satisfaction.

Customer satisfaction is key

The relationship between Service Providers and their business customers is a critical one. Service Providers need to keep their customers satisfied to ensure they do not lose contracts, and customer organisations require a high level of reliability, expertise and transparency from their Service Provider in order to trust them.

The key to effective network Service Assurance is transparency.
Traditional network services are managed through key performance indicators and 'service level agreements'.

Traditional service management metrics

Most commercial technology services are supported by ‘Service Description’ and ‘Service Level Agreement’ documents. These documents often set key performance indicators, such as uptime percentage requirements and support ticket response times. These figures, however, do not necessarily encapsulate the full experience of customers. It is possible for Service Providers to hit SLA targets and miss the mark when it comes to customer satisfaction.

What is Service Assurance?

Service Assurance is the collection of processes, policies, procedures and technology platforms employed by a Service Provider to ‘assure’ the best possible service to their customer. Service Assurance focuses on not just the technology provision but is also concerned with the human relationship element of service and the overall customer experience.

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Why is Service Assurance important?

Because the technology being supplied is becoming increasingly ubiquitous, Service Providers must ensure their Service Assurance offering is the best in the market. Customer organisations are aware that they have a wide choice of Service Providers to choose from when it comes to technology provision, what really lets one Service Provider stand apart from another is the quality and transparency of their service management.

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Service Assurance and transparency

Failures occur in even the most robust of networks. Customers understand this and can forgive infrequent technical hitches. What matters is how the Service Provider responds to outages or problems. Transparency is key. The frustration of being kept in the dark is difficult to forget. If the customer can see exactly where the problem is and that the Service Provider is putting in the extra effort to prevent or fix problems, it is a demonstration of how trust is justified.

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Providing transparency
with Highlight’s Service
Assurance Platform

To support the goal of trust, it’s imperative that the Service Provider has a Service Assurance platform that can provide complete transparency to both their services management teams and to the end customer in a form that is designed purposefully for this unique relationship. 

Highlight presents complex network service data in a clear and readily understandable business context.

The Highlight Service Assurance Platform enables Service Providers and their customers to share a single-pane-of-glass view of their network services. By gathering complex network data and presenting it in clear and readily understandable business context, Highlight ensures all participants in the relationship can communicate from a place of shared understanding.

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Tell us your requirements

The Highlight Service Assurance Platform can transform the value of network services. If you would like to know how Highlight
can help your organisation, click the link below to book a short consultation and tell us your use case.