| Cable Video Service Level Management
Measuring the un-measureable to improve focus on the customer experience
Key questions we look to answer are “What should target Video Service Availability be?” and “how do we measure it?”
We hope this initial effort will stimulate participation in future phases and that it will continue with possibly the development of management standards for vendors. This project should expand in the future with the addition of other Video Service Providers and software and video delivery network vendors
A Video Viewing Reference Architecture has been developed to depict the various critical components that impact availability and quality | | | Business Proposition | This project is important for many reasons:
- Being the first to address an issue specific to Cable Service Providers, we hope to drive added focus on Cable within the forum.
- The challenge of Video Service Level management has been around for quite some time for MSOs
- Since its inception, the primary source of Video Service Level Management has been the customer and that has been the main route used to gain insight into service availability and quality
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Why do we want to encourage the conversation about Service Level Management?
Because we can. Technology has developed to allow a reliable level of quality monitoring providing a defined set of metrics.
The industry is in a situation where having a better grasp on the quality (delivery and video) across the board provides three large potential benefits for MSOs or other Video Service Providers: - Monitoring video from ingest to edge allows MSOs to more quickly identify issues and root causes of video impairments saving time hunting down where the issue stemmed from, allowing faster issue resolution, limiting unnecessary truck rolls, and the ability to trend delivery quality and/or issues to identify where to perform maintenance and upgrades
- MSOs can gauge comparative quality of source video to allow for quality concerns to be documented and escalated to providers, because more often than not, bad HD is worse than bad SD; improving quality from the source limits the pressure placed on MSOs for recognized poor HD by subscribers
- MSO’s can monitor and report more accurate video outages and impairments allowing for less time devoted to “eyes on glass”, and more time to resolving potential issues
- This may also be an avenue for target Availability %’s to be agreed to with providers and standards to be developed for vendors to allow more insight into end-to-end video services
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