ETSI SR 002 761 V1.1.1 (2008-09)

ETSI SR 002 761 V1.1.1 (2008-09)
Special Report


User Group;
Consideration for selecting suitable telecommunication
services and for comparing and benchmarking different
service offers from the user's perspective

---------------------- Page: 1 ----------------------
2 ETSI SR 002 761 V1.1.1 (2008-09)



Reference
DSR/USER-00023
Keywords
interoperability, user, service
ETSI
650 Route des Lucioles
F-06921 Sophia Antipolis Cedex - FRANCE

Tel.: +33 4 92 94 42 00  Fax: +33 4 93 65 47 16

Siret N° 348 623 562 00017 - NAF 742 C
Association à but non lucratif enregistrée à la
Sous-Préfecture de Grasse (06) N° 7803/88

Important notice
Individual copies of the present document can be downloaded from:
http://www.etsi.org
The present document may be made available in more than one electronic version or in print. In any case of existing or
perceived difference in contents between such versions, the reference version is the Portable Document Format (PDF).
In case of dispute, the reference shall be the printing on ETSI printers of the PDF version kept on a specific network drive
within ETSI Secretariat.
Users of the present document should be aware that the document may be subject to revision or change of status.
Information on the current status of this and other ETSI documents is available at
http://portal.etsi.org/tb/status/status.asp
If you find errors in the present document, please send your comment to one of the following services:
http://portal.etsi.org/chaircor/ETSI_support.asp
Copyright Notification
No part may be reproduced except as authorized by written permission.
The copyright and the foregoing restriction extend to reproduction in all media.

© European Telecommunications Standards Institute 2008.
All rights reserved.

TM TM TM TM
DECT , PLUGTESTS , UMTS , TIPHON , the TIPHON logo and the ETSI logo are Trade Marks of ETSI registered
for the benefit of its Members.
TM
3GPP is a Trade Mark of ETSI registered for the benefit of its Members and of the 3GPP Organizational Partners.
ETSI

---------------------- Page: 2 ----------------------
3 ETSI SR 002 761 V1.1.1 (2008-09)
Contents
Intellectual Property Rights . 4
Foreword . 4
Introduction . 4
1 Scope . 5
2 References . 5
2.1 Normative references . 6
2.2 Informative references . 6
3 Definitions and abbreviations . 7
3.1 Definitions . 7
3.2 Abbreviations . 8
4 Overview . . 8
5 Identification of users' needs . 8
6 Interoperability issues in a multi-service/provider environment . 9
7 Basic concept of telecommunication services . 10
7.1 Telecommunications infrastructure . 10
7.2 Service generation . 11
8 Collection and availability of needed information . 12
9 Useful references . 12
Annex A: Process of selecting a service . 15
History . 16

ETSI

---------------------- Page: 3 ----------------------
4 ETSI SR 002 761 V1.1.1 (2008-09)
Intellectual Property Rights
IPRs essential or potentially essential to the present document may have been declared to ETSI. The information
pertaining to these essential IPRs, if any, is publicly available for ETSI members and non-members, and can be found
in ETSI SR 000 314: "Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to ETSI in
respect of ETSI standards", which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web
server (http://webapp.etsi.org/IPR/home.asp).
Pursuant to the ETSI IPR Policy, no investigation, including IPR searches, has been carried out by ETSI. No guarantee
can be given as to the existence of other IPRs not referenced in ETSI SR 000 314 (or the updates on the ETSI Web
server) which are, or may be, or may become, essential to the present document.
Foreword
This Special Report (SR) has been produced by ETSI User Group (USER).
Introduction
Guidance for users on the choice and comparison of telecommunication service offers is needed since due to the
on-going migration from circuit-switched towards packet-switched networks and the deregulation of the
telecommunication market, the user finds himself in a far more complex situation compared to the monolistic
environment with standardized service offers.
From a technical point of view the most important changes are that there will be in future all-purpose networks that are
used to deliver all kind of services and that there will be a separation of transport and services. There will be no longer
specific networks for dedicated services. Also there will a number of different service providers offering different
services offered most probably based on different business models. The user might chose separate access (transport)
network providers and services providers and also subscribe to several services in order to create his own service bundle
that will fulfill his needs. Hence the user would be expected to have some basic knowledge on how the
telecommunication infrastructure functions and what implications have to be considered.
In the present document a structured overview is produced listing the implications having an influence on the users'
ability to chose suitable telecommunication services and performing comparisons and benchmarks. The intention is to
provide a basis for further work that could result into the elaboration of a methodology the can be applied by users to
make an informed choice.
ETSI

---------------------- Page: 4 ----------------------
5 ETSI SR 002 761 V1.1.1 (2008-09)
1 Scope
The present document provides an overview on aspects that need to be considered by users when comparing various
telecommunication service offers and selecting telecommunication service offers that fulfill their needs. Since for
legacy telephone networks offering voice telephony service QoS aspects are well documented and QoS parameters for
comparison of different service offers have already been elaborated, the focus of the present document lies on the
emerging all-purpose networks based on IP.
The present document was produced based on the following considerations:
• The user first needs to identify the services and service aspects that are relevant to him.
• The user needs to have a basic understanding of implications due to interoperability issues of networks and
services in multi-provider environment (for both networks and services) of modern telecommunications
infrastructure.
• This stipulates that the user has to be aware of how a telecommunication service works and what the
relationship between terminal equipment, network and service aspects (service elements) are.
• An important condition for this is the availability of complete and understandable information.
• A list of relevant information in standardization to assist further work on this matter is helpful (especially
standards with performance and quality objectives for basic telecommunication services and network
accesses).
This information given in the present document is applicable to any kind of telecommunication service.
The intention of the present document is to provide a source of information that can be used to elaborate on a
methodology for guiding the user through the process of chosing, comparing and benchmarking suitable
telecommunication services that fulfill his needs.
2 References
References are either specific (identified by date of publication and/or edition number or version number) or
non-specific.
• For a specific reference, subsequent revisions do not apply.
• Non-specific reference may be made only to a complete document or a part thereof and only in the following
cases:
- if it is accepted that it will be possible to use all future changes of the referenced document for the
purposes of the referring document;
- for informative references.
Referenced documents which are not found to be publicly available in the expected location might be found at
http://docbox.etsi.org/Reference.
For online referenced documents, information sufficient to identify and locate the source shall be provided. Preferably,
the primary source of the referenced document should be cited, in order to ensure traceability. Furthermore, the
reference should, as far as possible, remain valid for the expected life of the document. The reference shall include the
method of access to the referenced document and the full network address, with the same punctuation and use of upper
case and lower case letters.
NOTE: While any hyperlinks included in this clause were valid at the time of publication ETSI cannot guarantee
their long term validity.
ETSI

---------------------- Page: 5 ----------------------
6 ETSI SR 002 761 V1.1.1 (2008-09)
2.1 Normative references
The following referenced documents are indispensable for the application of the present document. For dated
references, only the edition cited applies. For non-specific references, the latest edition of the referenced document
(including any amendments) applies.
Not applicable.
2.2 Informative references
The following referenced documents are not essential to the use of the present document but they assist the user with
regard to a particular subject area. For non-specific references, the latest version of the referenced document (including
any amendments) applies.
[i.1] ETSI EG 201 219: "User requirements; Guidelines on the consideration of user requirements when
managing the standardization process".
[i.2] ITU-T Recommendation E.800: "Terms and definitions related to quality of service and network
performance including dependability".
[i.3] ITU-T Recommendation G.1000: "Communications Quality of Service: A framework and
definitions".
[i.4] ITU-T Recommendation I.350: "General aspects of quality of service and network performance in
digital networks, including ISDNs".
[i.5] ETSI EG 202 009-1: "User Group; Quality of telecom services; Part 1: Methodology for
identification of parameters relevant to the Users".
[i.6] ETSI EG 202 009-2: "User Group; Quality of telecom services; Part 2: User related parameters on
a service specific basis".
[i.7] ETSI TS 102 250-1: "Speech Processing, Transmission and Quality Aspects (STQ); QoS aspects
for popular services in GSM and 3G networks; Part 1: Identification of Quality of Service
criteria".
[i.8] ITU-T Recommendation E.802: "Framework and methodologies for the determination and
application of QoS parameters".
[i.9] ETSI EG 202 009-3: "User Group; Quality of telecom services; Part 3: Template for Service Level
Agreements (SLA)".
[i.10] ITU-T Recommendation E.801: "Framework for service quality agreement".
[i.11] ETSI TR 102 521: "Speech Processing, Transmission and Quality aspects (STQ); Support to TC
EMTEL for QoS and Transmission Quality aspects for end-to-end services".
[i.12] ETSI TR 102 430: "Speech Processing, Transmission and Quality Aspects (STQ); Basic Issues
concerning the Quality of Speech over Packet Technology (both Internet and Next Generation
Networks)".
[i.13] ITU-T Recommendation E.360.1: "Framework for QoS routing and related traffic engineering
methods for IP-, ATM-, and TDM-based multiservice networks".
[i.14] ITU-T Recommendation E.470: "Operational considerations for QoS of voice over IP-based
networks with PSTN-IP-PSTN architecture".
[i.15] ITU-T Recommendation G.101: "The transmission plan".
[i.16] ETSI EG 201 769: "Speech Processing, Transmission and Quality Aspects (STQ); QoS parameter
definitions and measurements; Parameters for voice telephony service required under the ONP
Voice Telephony Directive 98/10/EC".
ETSI

---------------------- Page: 6 ----------------------
7 ETSI SR 002 761 V1.1.1 (2008-09)
[i.17] ETSI TR 102 126: "Speech Processing, Transmission and Quality Aspects (STQ); Implementation
of QoS parameter measurements according to ETSI EG 201 769".
[i.18] ETSI EG 202 057-1: "Speech Processing, Transmission and Quality Aspects (STQ); User related
QoS parameter definitions and measurements; Part 1: General".
[i.19] ETSI EG 202 057-2: "Speech Processing, Transmission and Quality Aspects (STQ); User related
QoS parameter definitions and measurements; Part 2: Voice telephony, Group 3 fax, modem data
services and SMS".
[i.20] ETSI EG 202 057-3: "Speech Processing, Transmission and Quality Aspects (STQ); User related
QoS parameter definitions and measurements; Part 3: QoS parameters specific to Public Land
Mobile Networks (PLMN)".
[i.21] ETSI EG 202 057-4: "Speech Processing, Transmission and Quality Aspects (STQ); User related
QoS parameter definitions and measurements; Part 4: Internet access".
[i.22] ETSI TS 102 250-2: "Speech Processing, Transmission and Quality Aspects (STQ); QoS aspects
for popular services in GSM and 3G networks; Part 2: Definition of Quality of Service parameters
and their computation".
[i.23] ETSI EG 202 534: "Human Factors (HF); Guidelines for real-time person-to-person
communication services".
[i.24] ETSI TR 102 535: "Human Factors (HF); Guidelines for real-time person-to-person
communication services; Future requirements".
[i.25] ETSI ETR 160: "Human Factors (HF); Human Factors aspects of multimedia
telecommunications".
[i.26] ETSI EG 202 086: "Speech Processing, Transmission and Quality Aspects (STQ); Objectives and
principles for the transmission performance of multiple interconnected networks that aim to
provide "traditional quality" telephony services".
[i.27] ITU-T Recommendation G.109: "Definition of categories of speech transmission quality".
[i.28] ITU-T Recommendation G.1010: "End-user multimedia QoS categories".
[i.29] ITU-T Recommendation P.1010: "Fundamental voice transmission objectives for VoIP terminals
and gateways".
[i.30] ITU-T Recommendation Y.1541: "Network performance objectives for IP-based services".
[i.31] ITU-T Recommendation Y.1542: "Framework for achieving end-to-end IP performance
objectives".
[i.32] ITU-T Handbook on Quality of Service and Network Performance.
3 Definitions and abbreviations
3.1 Definitions
For the purposes of the present document, the following terms and definitions apply:
interoperability: ability of two or more systems or applications to exchange information and to mutually use the
information that has been exchanged
interconnectivity: circumstance that a network access or a service access enables a user to set-up calls to any other user
that can be identified by a national or international numbering, naming and addressing resource
ETSI

---------------------- Page: 7 ----------------------
8 ETSI SR 002 761 V1.1.1 (2008-09)
Quality of Service (QoS): collective effect of service performance which determines the degree of satisfaction of a user
of the service
NOTE 1: The quality of service is characterized by the combined aspects of service support performance, service
operability performance, serve ability performance, service security performance and other factors
specific to each service.
NOTE 2: The term "quality of service" is not used to express a degree of excellence in a comparative sense nor is it
used in a quantitative sense for technical evaluations. In these cases a qualifying adjective (modifier)
should be used.
NOTE 3: See ITU-T Recommendation E.800 [i.2] and G.1000 [i.3].
NOTE 4: This may contain additional information.
user: individuals, including consumers, or organizations using or requesting telecommunications services available on
public or private networks
NOTE 1: The user may or may not be the person who has subscribed to the provision of the service. Without any
specific addition this word is used to identify the telecommunication user community in general,
e.g. end-users and IT&T managers who use products and services possibly conforming to standards.
NOTE 2: See EG 201 219 [i.1].
NOTE 3: Taking into account the current developing automation, a machine has to be considered as a disembodied
"user".
telecommunications: technical process of sending, transmitting and receiving any kind of message in the form of signs,
voice, images or sounds by means of telecommunications systems
telecommunication services: provision of telecommunications and the provision of other additional services that are
closely related to the provision of telecommunications
telecommunications systems: technical equipment or systems capable of sending, transmitting, switching, receiving,
steering or controlling as messages identifiable electromagnetic signals
3.2 Abbreviations
For the purposes of the present document, the following abbreviations apply:
IP Internet Protocol
QoS Quality of Service
4 Overview
In the following clauses the considerations as listed in the scope are further explained. It is obvious that the
identification of the user's need is prequisite to any comparison and subsequent benchmarking. This is further explained
in clause 5.
The whole process of identifaction is an iterative one since the user when being confronted with technical issues, chains
of responsibilities in provisioning a service and different business and implementation models, he will inevitable be
force to reconsider his initial choice because of not considered implications. Therefore the user will have to pass
through the process (and taking into account clauses 6 to 7) several times before reaching a stable state.
Clause 8 provides consideration for the availability of information. This is an important aspect since after identifying
his needs the user has to get hold of detailed information on the service offers available at the market. Without this
information he cannot compare and benchmark.
Clause 9 provides references where useful information can be found for further eleboration on the matter of chosing
suitable telecommunication services from a user's perspective.
In annex A the whole process and its implications as discussed in the present document is presented as a flow chart.
ETSI

---------------------- Page: 8 ----------------------
9 ETSI SR 002 761 V1.1.1 (2008-09)
5 Identification of users' needs
The first step in order to chose among various telecommunication service offers is to identify the own needs, i.e. to
produce a shopping list. Depending on the needs and basic knowledge of the user and the thoroughness of investigation
the result may vary from a simple need like being able to make nationwide telephone call to anybody up to multimedia
demands with support of supplementary functions and specific applications.
Since the needs of single users differ from each other and since there is not fixed and limited set of standard service
offers to choose from, a standard procedure cannot be given.The single user will have to go through the process of
identifying his needs, extracting technical parameters and ranking services offers in an iterative way. Also it has to be
considered that the telecommunication needs of a user will propably not be met by a single service offer or bundled
offer of serveral services of a single provider. It might happen that a user has to put together a set of different service
offers of different providers to fulfill all his needs. This of course increases the amount of complexity and the number of
iterative steps of the whole process w
...