Understanding operators' automation journeys

1. Which of the following best describes your company’s aspiration?

• Growing core telecommunications services (voice, messaging, connectivity) and planning to focus on building leadership here by being low-cost and offering the best customer experience: the network is our differentiator
• Moving ‘beyond connectivity’ by focusing on building value in platforms and applications by participating in technical and commercial ecosystems: the network is important but won’t be our key differentiator in the future
• Other - Write In (Required) Please enter an 'other' value for this selection.

2. How would you characterise your company's aspirations to make use of automation, AI and related technologies?

• Automation is not a current priority for my company
• We have implemented some automation but we will wait for AI/ML to mature further before implementing it
• Automation is a strategic priority, we are looking to apply it (along with AI/ML technologies) to all areas of our business
• Automation is widely used across the organisation and we have had some early successes with AI/ML use cases as well
• Automation is seen as critical to our success for the future and we are looking to lead the industry in adoption of AI/ML as well

3. How much do you believe the following statements are true at your organisation?

Space Cell	Not at all	Somewhat	Completely
Our employees feel empowered to identify and prototype new automation use cases	Our employees feel empowered to identify and prototype new automation use cases: Not at all	Our employees feel empowered to identify and prototype new automation use cases: Somewhat	Our employees feel empowered to identify and prototype new automation use cases: Completely
We have a clear sense of the automation strategy within network and service operations and how this fits into our company-wide strategy	We have a clear sense of the automation strategy within network and service operations and how this fits into our company-wide strategy: Not at all	We have a clear sense of the automation strategy within network and service operations and how this fits into our company-wide strategy: Somewhat	We have a clear sense of the automation strategy within network and service operations and how this fits into our company-wide strategy: Completely
We have in place training programmes for a wide range of employees on automation and AI	We have in place training programmes for a wide range of employees on automation and AI: Not at all	We have in place training programmes for a wide range of employees on automation and AI: Somewhat	We have in place training programmes for a wide range of employees on automation and AI: Completely
We have cross-functional teams who work together on specific automation and AI problems	We have cross-functional teams who work together on specific automation and AI problems: Not at all	We have cross-functional teams who work together on specific automation and AI problems: Somewhat	We have cross-functional teams who work together on specific automation and AI problems: Completely
We have a clear data strategy that supports and enables automation and AI	We have a clear data strategy that supports and enables automation and AI: Not at all	We have a clear data strategy that supports and enables automation and AI: Somewhat	We have a clear data strategy that supports and enables automation and AI: Completely
Well-defined governance processes are in place	Well-defined governance processes are in place: Not at all	Well-defined governance processes are in place: Somewhat	Well-defined governance processes are in place: Completely
We have techniques in place to ensure that automated processes and their outcomes are explainable to people across the organisation	We have techniques in place to ensure that automated processes and their outcomes are explainable to people across the organisation: Not at all	We have techniques in place to ensure that automated processes and their outcomes are explainable to people across the organisation: Somewhat	We have techniques in place to ensure that automated processes and their outcomes are explainable to people across the organisation: Completely
We systematically track well-defined KPIs for our automation and AI use cases	We systematically track well-defined KPIs for our automation and AI use cases: Not at all	We systematically track well-defined KPIs for our automation and AI use cases: Somewhat	We systematically track well-defined KPIs for our automation and AI use cases: Completely
Baked in automation is a “must have” within new products and services	Baked in automation is a “must have” within new products and services: Not at all	Baked in automation is a “must have” within new products and services: Somewhat	Baked in automation is a “must have” within new products and services: Completely

4. What would you identify as the one key driving force for implementing automation (including automation supported by AI/ML) use cases within network and service operations?

• Reduce operating costs of existing / legacy networks and services
• Reduce time-to-market with new services and increase innovation
• Manage complexity of existing / legacy networks
• Enable new network services which cannot run without automation (e.g. 5G slice)
• Other - Write In (Required) Please enter an 'other' value for this selection.

5. How are AI-based automation initiatives organised within network and service operations?

• Not organised: As a company, we have limited AI initiatives. No one is personally responsible for it
• Siloed: Initiatives exist within individual teams (e.g. the access team), but are not shared between them. There is a chance that we are duplicating work and do not have central expertise/resources
• Collaborative: Initiatives are well-organised within individual teams (e.g. the access team), and there are clear efforts to share and coordinate between them
• Centrally coordinated: We have a team dedicated to building central AI expertise/tools, and coordinating and supporting initiatives driven by individual teams

6. How much are the following barriers to network and service automation?

Space Cell	Not a barrier	A challenge but solvable	A challenge, no obvious resolution	A major challenge / road blocker
The technology	The technology: Not a barrier	The technology: A challenge but solvable	The technology: A challenge, no obvious resolution	The technology: A major challenge / road blocker
Change coordination	Change coordination: Not a barrier	Change coordination: A challenge but solvable	Change coordination: A challenge, no obvious resolution	Change coordination: A major challenge / road blocker
Recruiting and training people with the right skills	Recruiting and training people with the right skills: Not a barrier	Recruiting and training people with the right skills: A challenge but solvable	Recruiting and training people with the right skills: A challenge, no obvious resolution	Recruiting and training people with the right skills: A major challenge / road blocker
Making the business case	Making the business case: Not a barrier	Making the business case: A challenge but solvable	Making the business case: A challenge, no obvious resolution	Making the business case: A major challenge / road blocker
Regulatory issues	Regulatory issues: Not a barrier	Regulatory issues: A challenge but solvable	Regulatory issues: A challenge, no obvious resolution	Regulatory issues: A major challenge / road blocker
Issues related to data security	Issues related to data security: Not a barrier	Issues related to data security: A challenge but solvable	Issues related to data security: A challenge, no obvious resolution	Issues related to data security: A major challenge / road blocker

7. Across these areas of network operations, how highly automated would you describe your organisation as being?

Space Cell	Mainly handled manually, limited simple RPA / automation in place	Around 25% of the main process is automated, management and troubleshooting of the system still manual	Around 50% of the main process is automated, management and troubleshooting of the system still manual	Around 85% of the main process is automated including the use of closed loop automation, human intervention triggered by break points within the automation itself	Main process fully automated and management of the main process also automated, people released to pursue creative problem solving activities
Network fault detection and root cause analysis	Network fault detection and root cause analysis: Mainly handled manually, limited simple RPA / automation in place	Network fault detection and root cause analysis: Around 25% of the main process is automated, management and troubleshooting of the system still manual	Network fault detection and root cause analysis: Around 50% of the main process is automated, management and troubleshooting of the system still manual	Network fault detection and root cause analysis: Around 85% of the main process is automated including the use of closed loop automation, human intervention triggered by break points within the automation itself	Network fault detection and root cause analysis: Main process fully automated and management of the main process also automated, people released to pursue creative problem solving activities
Network deployment and maintenance	Network deployment and maintenance: Mainly handled manually, limited simple RPA / automation in place	Network deployment and maintenance: Around 25% of the main process is automated, management and troubleshooting of the system still manual	Network deployment and maintenance: Around 50% of the main process is automated, management and troubleshooting of the system still manual	Network deployment and maintenance: Around 85% of the main process is automated including the use of closed loop automation, human intervention triggered by break points within the automation itself	Network deployment and maintenance: Main process fully automated and management of the main process also automated, people released to pursue creative problem solving activities
Network function lifecycle management	Network function lifecycle management: Mainly handled manually, limited simple RPA / automation in place	Network function lifecycle management: Around 25% of the main process is automated, management and troubleshooting of the system still manual	Network function lifecycle management: Around 50% of the main process is automated, management and troubleshooting of the system still manual	Network function lifecycle management: Around 85% of the main process is automated including the use of closed loop automation, human intervention triggered by break points within the automation itself	Network function lifecycle management: Main process fully automated and management of the main process also automated, people released to pursue creative problem solving activities
Network optimisation	Network optimisation: Mainly handled manually, limited simple RPA / automation in place	Network optimisation: Around 25% of the main process is automated, management and troubleshooting of the system still manual	Network optimisation: Around 50% of the main process is automated, management and troubleshooting of the system still manual	Network optimisation: Around 85% of the main process is automated including the use of closed loop automation, human intervention triggered by break points within the automation itself	Network optimisation: Main process fully automated and management of the main process also automated, people released to pursue creative problem solving activities

8. Across these areas of service operations, how highly automated would you describe your organisation as being?

Space Cell	Mainly handled manually, limited simple RPA / automation in place	Around 25% of the main process is automated, management and troubleshooting of the system still manual	Around 50% of the main process is automated, management and troubleshooting of the system still manual	Around 85% of the main process is automated including the use of closed loop automation, human intervention triggered by break points within the automation itself	Main process fully automated and management of the main process also automated, people released to pursue creative problem solving activities
Partner management (e.g. onboarding)	Partner management (e.g. onboarding): Mainly handled manually, limited simple RPA / automation in place	Partner management (e.g. onboarding): Around 25% of the main process is automated, management and troubleshooting of the system still manual	Partner management (e.g. onboarding): Around 50% of the main process is automated, management and troubleshooting of the system still manual	Partner management (e.g. onboarding): Around 85% of the main process is automated including the use of closed loop automation, human intervention triggered by break points within the automation itself	Partner management (e.g. onboarding): Main process fully automated and management of the main process also automated, people released to pursue creative problem solving activities
Service provisioning / fulfilment	Service provisioning / fulfilment: Mainly handled manually, limited simple RPA / automation in place	Service provisioning / fulfilment: Around 25% of the main process is automated, management and troubleshooting of the system still manual	Service provisioning / fulfilment: Around 50% of the main process is automated, management and troubleshooting of the system still manual	Service provisioning / fulfilment: Around 85% of the main process is automated including the use of closed loop automation, human intervention triggered by break points within the automation itself	Service provisioning / fulfilment: Main process fully automated and management of the main process also automated, people released to pursue creative problem solving activities
Customer billing and revenue management	Customer billing and revenue management: Mainly handled manually, limited simple RPA / automation in place	Customer billing and revenue management: Around 25% of the main process is automated, management and troubleshooting of the system still manual	Customer billing and revenue management: Around 50% of the main process is automated, management and troubleshooting of the system still manual	Customer billing and revenue management: Around 85% of the main process is automated including the use of closed loop automation, human intervention triggered by break points within the automation itself	Customer billing and revenue management: Main process fully automated and management of the main process also automated, people released to pursue creative problem solving activities
API exposure to external parties (partners / customers)	API exposure to external parties (partners / customers): Mainly handled manually, limited simple RPA / automation in place	API exposure to external parties (partners / customers): Around 25% of the main process is automated, management and troubleshooting of the system still manual	API exposure to external parties (partners / customers): Around 50% of the main process is automated, management and troubleshooting of the system still manual	API exposure to external parties (partners / customers): Around 85% of the main process is automated including the use of closed loop automation, human intervention triggered by break points within the automation itself	API exposure to external parties (partners / customers): Main process fully automated and management of the main process also automated, people released to pursue creative problem solving activities

9. Are you coordinating across these automation domains?

Space Cell	Stand alone: This automation domain is pursued in isolation and there is limited consideration of the potential relationship between it and other domains	Partially coordinated: This automation domain was evaluated in light of one or two existing automated process(es) and work has been done to integrate and manage it using common tools	Highly integrated: Before this automation domain was considered a strategy was put in place for how it will impact other automated processes and common integration and management systems were used	Not applicable
Network fault detection and root cause analysis	Network fault detection and root cause analysis: Stand alone: This automation domain is pursued in isolation and there is limited consideration of the potential relationship between it and other domains	Network fault detection and root cause analysis: Partially coordinated: This automation domain was evaluated in light of one or two existing automated process(es) and work has been done to integrate and manage it using common tools	Network fault detection and root cause analysis: Highly integrated: Before this automation domain was considered a strategy was put in place for how it will impact other automated processes and common integration and management systems were used	Network fault detection and root cause analysis: Not applicable
Network deployment and maintenance	Network deployment and maintenance: Stand alone: This automation domain is pursued in isolation and there is limited consideration of the potential relationship between it and other domains	Network deployment and maintenance: Partially coordinated: This automation domain was evaluated in light of one or two existing automated process(es) and work has been done to integrate and manage it using common tools	Network deployment and maintenance: Highly integrated: Before this automation domain was considered a strategy was put in place for how it will impact other automated processes and common integration and management systems were used	Network deployment and maintenance: Not applicable
Network function lifecycle management	Network function lifecycle management: Stand alone: This automation domain is pursued in isolation and there is limited consideration of the potential relationship between it and other domains	Network function lifecycle management: Partially coordinated: This automation domain was evaluated in light of one or two existing automated process(es) and work has been done to integrate and manage it using common tools	Network function lifecycle management: Highly integrated: Before this automation domain was considered a strategy was put in place for how it will impact other automated processes and common integration and management systems were used	Network function lifecycle management: Not applicable
Network optimisation	Network optimisation: Stand alone: This automation domain is pursued in isolation and there is limited consideration of the potential relationship between it and other domains	Network optimisation: Partially coordinated: This automation domain was evaluated in light of one or two existing automated process(es) and work has been done to integrate and manage it using common tools	Network optimisation: Highly integrated: Before this automation domain was considered a strategy was put in place for how it will impact other automated processes and common integration and management systems were used	Network optimisation: Not applicable
Service design and testing	Service design and testing: Stand alone: This automation domain is pursued in isolation and there is limited consideration of the potential relationship between it and other domains	Service design and testing: Partially coordinated: This automation domain was evaluated in light of one or two existing automated process(es) and work has been done to integrate and manage it using common tools	Service design and testing: Highly integrated: Before this automation domain was considered a strategy was put in place for how it will impact other automated processes and common integration and management systems were used	Service design and testing: Not applicable
Service provisioning / fulfilment	Service provisioning / fulfilment: Stand alone: This automation domain is pursued in isolation and there is limited consideration of the potential relationship between it and other domains	Service provisioning / fulfilment: Partially coordinated: This automation domain was evaluated in light of one or two existing automated process(es) and work has been done to integrate and manage it using common tools	Service provisioning / fulfilment: Highly integrated: Before this automation domain was considered a strategy was put in place for how it will impact other automated processes and common integration and management systems were used	Service provisioning / fulfilment: Not applicable
Customer billing and revenue management	Customer billing and revenue management: Stand alone: This automation domain is pursued in isolation and there is limited consideration of the potential relationship between it and other domains	Customer billing and revenue management: Partially coordinated: This automation domain was evaluated in light of one or two existing automated process(es) and work has been done to integrate and manage it using common tools	Customer billing and revenue management: Highly integrated: Before this automation domain was considered a strategy was put in place for how it will impact other automated processes and common integration and management systems were used	Customer billing and revenue management: Not applicable
Partner management (e.g. onboarding)	Partner management (e.g. onboarding): Stand alone: This automation domain is pursued in isolation and there is limited consideration of the potential relationship between it and other domains	Partner management (e.g. onboarding): Partially coordinated: This automation domain was evaluated in light of one or two existing automated process(es) and work has been done to integrate and manage it using common tools	Partner management (e.g. onboarding): Highly integrated: Before this automation domain was considered a strategy was put in place for how it will impact other automated processes and common integration and management systems were used	Partner management (e.g. onboarding): Not applicable
API exposure to external parties (partners / customers)	API exposure to external parties (partners / customers): Stand alone: This automation domain is pursued in isolation and there is limited consideration of the potential relationship between it and other domains	API exposure to external parties (partners / customers): Partially coordinated: This automation domain was evaluated in light of one or two existing automated process(es) and work has been done to integrate and manage it using common tools	API exposure to external parties (partners / customers): Highly integrated: Before this automation domain was considered a strategy was put in place for how it will impact other automated processes and common integration and management systems were used	API exposure to external parties (partners / customers): Not applicable

11. Where do you feel you most need support from the vendor / technology community to help accelerate your automation journey?

Space Cell	Not useful	Useful	Very useful
Providing process optimisation	Providing process optimisation: Not useful	Providing process optimisation: Useful	Providing process optimisation: Very useful
Advising on best practice on specific operations domains or activities (e.g. slice orchestration, service assurance)	Advising on best practice on specific operations domains or activities (e.g. slice orchestration, service assurance): Not useful	Advising on best practice on specific operations domains or activities (e.g. slice orchestration, service assurance): Useful	Advising on best practice on specific operations domains or activities (e.g. slice orchestration, service assurance): Very useful
Providing new skills or people development	Providing new skills or people development: Not useful	Providing new skills or people development: Useful	Providing new skills or people development: Very useful
Providing change management support	Providing change management support: Not useful	Providing change management support: Useful	Providing change management support: Very useful
Providing ongoing managed services support (e.g. outsourcing management of an AI solution)	Providing ongoing managed services support (e.g. outsourcing management of an AI solution): Not useful	Providing ongoing managed services support (e.g. outsourcing management of an AI solution): Useful	Providing ongoing managed services support (e.g. outsourcing management of an AI solution): Very useful
Enter another option	Other: Not useful	Other: Useful	Other: Very useful