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By Dr Andrea Reichstein, Head of Research, Galileo Software

There are some notable projects out there striving to deliver digital transformation. It's pretty clear that the transformation journey will be long and bumpy. So I have been looking at new and exciting ways of enabling Transformation for Digital Service Providers. And I have been leaning on my experiences in my early career; when I'd decided to be an Astronaut!

Dr. Andrea Reichstein, Head of Research at Galileo Software will address the TM Forum in Dubai on 23rd January 2018 on "Digital Transformation - at the speed of light". Galileo Software is also the main sponsor of a Catalyst being showcased at the event. The Catalyst's focus is Customer Centricity and demonstrates new use cases for Galileo visualisation effects applied to new classes of Customer Centric data for Smart Cities and Digital Service Providers. 

Eirteic partnered with Manx to provide an end-to-end mobile service assurance platform through the implementation of AssureNow and Galileo Vision. Eirteic configured AssureNow to collect all faults and vital radio access stats including 2G, 3G and 4G cell level, packet switch core and mobile switching metrics from the element managers and directly from devices.

Since 2000, Eirteic specialises in providing service assurance solutions. Eirteic provides its clients with solutions that enable them to monitor the quality of critical services across their entire infrastructure. This enables their clients to significantly reduce operational costs through lower total cost of ownership solutions. Galileo Software is the software development arm of the Eirteic Group. The Galileo Vision solution is a Visual Analytics solution that enables users to correlate infrastructure and service issues. The product is highly configurable and can visualise thousands of objects of differing types. Galileo Vision is at home both in the Network and Service Operations centres of telecommunications and large enterprises but equally in the control centres of emerging smart cities.

Today, Manx Telecom runs the bulk of the Isle of Man communications services. Manx Telecom is also the only provider to operate multiple Tier 3 Data Centres and to deliver 24x7x365 on-island technical Network Operations Centre and Business Helpdesk to support over 7,500 businesses. You don’t last 125 years without being able to evolve with the times and recognise opportunities to improve when you see them.

Therefore, it is no surprise that Manx Telecom has teamed up with Eirteic. Due to its continuing record of innovation, it operates a complex and diverse network including wireline telephony services and the latest 4G wireless services. Before the partnership, Manx’s operations team had a high number of element management systems and disparate views from their systems. This amalgamation of content and data resulted in a lack of visibility of an end-to-end service management capability. And due to the rising growth in mobile demand, Manx needed to simultaneously build and deploy new technologies while still managing its existing services. A key challenge for the company was the incapability to process all the metric data being produced by the network.

As a result, it was essential for Manx to view relevant performance statistics across their Radio Access, Mobile Switching and Packet Switched Core Networks. The Huawei M2000 network element manager provided some of this functionality. However, Manx needed to present statistics on a single platform viewable by all levels of support and management. These challenges were met with AssureNow and Galileo Vision.

Through the implementation of AssureNow and Galileo Vision, Eirteic provided Manx with an end-to-end mobile service assurance platform. Eirteic configured AssureNow to collect all faults and vital radio access stats including 2G, 3G and 4G cell level, packet switch core and mobile switching metrics from the element managers and directly from devices. This solution enabled Manx to unify and simplify the data into a single view. AssureNow’s proactive alerting enabled Manx to identify systemic issues in the mobile environment before they impacted their services and users.

The key to great service views is the availability of data from all network resources being presented through easy to use reports and dashboards. AssureNow dashboards gave Manx a unified high-level view of their mobile network, whilst still enabling a user to drill-drown to specific faults or metrics.

This solution allowed Manx to improve its mobile-user experience by highlighting the existence of and assisting in investigating the root cause of potential service outages and degradations. Fault and performance data was unified into a single mobile service assurance solution. The solution presented administrators with a simplified, real-time view of service quality indicators. This enabled proactive problem resolution and prevention, even in complex, cross-domain scenarios.

This adoption of a multi-technology, multi-vendor solution from AssureNow has enabled Manx to optimise TCO and reduce Opex through the consolidation of OSS tools whilst refocusing users and staff.

To learn more about the Manx Telecom and Eirteic partnership, download the case study here

Galileo Software, the software development arm of the award winning Eirteic Group have been invited to present at the TMForum Smart City InFocus 2016. The event will take place in Yinchuan, China’s premier Smart City capital from 7th – 9th September 2016. The upcoming InFocus event will include government officials and C-level executives from around the world for the exclusive three-day conference. Members from the global smart city ecosystem network will come together to learn and share ideas across the conference.

Galileo Software’s CEO, Patrick Buttimer and Chief Solutions Architect, Dave Cunningham will explain how the Citizen-Centric Service Assurance (CCSA) catalyst helps Smart Cities to understand how services are performing and how they are being used. This was first demonstrated as part of the TMForum Live! event in Nice earlier this year. It brings a number of potential benefits to Smart Cities, including better management of information feeds across the city, citizen feedback and a better understanding of the impact on services by disruptive events such as flooding, traffic incidents and planned works. Galileo has partnered with eir, Smart Dublin, Monolith Software, MICTA and Liverpool John Moores University to develop the catalyst.

Jamie Cudden, Dublin City Council’s Smart City program manager comments; “In Dublin, we’re experimenting with innovative technology to drive better quality services and address priority city challenges in areas such as mobility, transport, environment and energy efficiency. The Catalyst proves the benefits of a single platform to connect disparate systems and connected things across our city to better understand, manage and respond to emergency events in real time ensuring a better response and more informed citizen.”

Galileo Software’s input to the catalyst includes Vision, the customer experience visualisation platform that graphically shows how services are interacting with external factors. Vision shows how well a service is performing at any given time and location. Galileo Software also sets out its Vision for The 5GUI, a suite of Galileo products that simplifies the monitoring of Smart City and 5G services. Not only this, but it will also provide reporting on their usage and performance.

Galileo Vision pulls in data feeds from both inside and outside of the network – for example, line faults, traffic, weather, utility data – to rapidly predict or identify incidents that may impact services and customers. It shows where the faults are geographically located and enables service providers to quickly understand possible customer impact. Elements of Vision are already being tested by MBNL, Manx Telecom and eir.


To learn more about Galileo or to arrange a meeting with Galileo at Smart City InFocus 2016, please contact This email address is being protected from spambots. You need JavaScript enabled to view it..

Digital Service Providers (DSPs) are increasingly focusing their efforts on improving customer experience. Understandably a lot of this effort goes towards measuring and improving the buying and sharing stages of the Customer Lifecycle[1]. From my viewpoint, Usage is arguably the most important for customers because it’s about their experience with the product, yet in this stage, DSPs tend to focus on how any problems are handled. Obviously how (and how often) a DSP interacts with a customer at this time is key, but this means they’re typically starting from a point of weakness; the customer’s dissatisfaction. So, what if there was another way to improve the customer’s user experience before they become dissatisfied?

Pre-emptive communication with customers in many industries, especially around planned works, is well known to reduce the need for customers to reach out in anger via some communication channel. This approach doesn’t necessarily speed up resolutions to problems, but it does foster a level of understanding and in some cases forgiveness with the customer. In the past, I worked in the technical support department of a large telecommunications vendor, and regular and informative communication with our customers was an accepted way of diminishing any possible escalation, while we resolved problems. The ongoing communication process fostered a sense of teamwork or probably more appropriate in this case, partnership.

Yet separated network and customer-focused departments – often geographically – can make this pre-emptive communications model complex, or often impossible. The Network (or Service) Operations Centre (NOC), is primarily focused on ensuring network resources are available. Some maturity exists to help DSPs understand how these resources affect the overlying services that the business depends upon, yet very rarely is customer impact truly understood. Generally, the exchange of information between the NOC and Customer Services is limited to a context-free few lines of text digital transmitted from a fault management system to a helpdesk/CRM solution.

To address this, it’s important that DSPs unify data from both network and customer centres into a single (possibly shared) application, with network/service faults directly mapped to affected customers and level of impact. Not only would visibility of problems improve on both sides, but also pre-emptive communications could be initiated directly at the time of detection.

Engaging directly with customers, with informed communications, be they governments, corporate or end customers will lead to a reduction in incoming calls and other communications. This reduction will lead to more efficient use of customer service resources, with staff will be freed up to deal with other issues or better still drive other business initiatives. Furthermore, the additional time allocated to staff for these other tasks will be less constrained, leading to better quality of work produced and potentially happier staff.

By maintaining this communication throughout the resolution process, customers will be able to work around the problem, and particularly in the case of governments and corporate customers, follow any necessary processes to allow for business continuity.

Taking such an open and transparent approach to customer communication can help reduce the chances of customer dissatisfaction and help build a better customer-supplier relationship.

Eirteic’s software development company Galileo Software recently demonstrated the benefits of such a customer-centric concept at TMForum! Live 2016 in Nice, France, as part of a Customer-Centric Service Assurance catalyst. If you’re interested in talking to us further about how a more customer-focused approach to service assurance could benefit your business and improve your customer experience, please contact us at This email address is being protected from spambots. You need JavaScript enabled to view it..

Customer-centric service management solutions for the most complex networks. Visualisation, modelling and management. 

GalileoSoftware is the software development arm of Eirteic - the Service Assurance company




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