Adapting to Changes
After an architecture design is implemented, the ISP becomes responsible for managing the environment. Some common questions that an ISP has after implementation are as follows: Where do we go from here? How do we ensure that the environment can scale to the next level? How can we forecast market trends and respond to market changes?
There are many factors that can directly or indirectly affect an architecture. Everything from tactical business decisions to technological advances in software and hardware can have great impact on an architecture and an ISP’s business. Navigating these changes and responding appropriately requires periodic and careful evaluation of many factors, which are beyond the scope of this book.
The following sections provide high-level descriptions and guidelines for addressing the most common factors:
“Usage Pattern Changes” on page 241
“Technology Changes” on page 241
“Business Strategy Changes” on page 241
Usage Pattern Changes
Looking at usage patterns allows an ISP to target new markets, expand existing markets, forecast subscriber interest in new service offerings, and increase scalability. We recommend that an ISP periodically evaluate usage patterns to determine if it needs to anticipate changing the architecture, business plan, services, pricing, and operation and management.
Usage patterns depend upon many factors, but the following are most common:
Geographic (technology availability based upon location; for example, network traffic may be faster or slower because higher-speed broadband is typically available only in larger cities)
Demographics (age, gender, income level, etc.)
Events (cause short-term and long-term increases in traffic)
User type (residential or business)
Technology Changes
Hardware and software vendors are constantly improving their products and creating new products. Because the ISP application space is rapidly changing and maturing, new solutions frequently become available.
We recommend that ISPs keep up-to-date with changes in technology and new solutions. As new technologies become available, evaluate them for inclusion in future releases. An excellent way to keep up-to-date is to establish and maintain relationships (partnerships) with key vendors.
Business Strategy Changes
ISPs typically need to change their strategies to remain competitive and move ahead of competitors. ISPs must consistently strive to be more efficient and cost effective, reaching new subscribers and adding or enhancing service offerings. ISPs usually redefine their strategies in reaction to the market, positioning themselves for new opportunities. Also, when market conditions change dramatically, such as a market downturn or sudden growth, ISPs usually need to revise or redefine their business plans.
Higher Expectations
Subscribers’ expectations increase in response to competitor offerings and new technology. To retain subscribers and win new ones, ISPs must meet these higher expectations.
The following are some of the changes an ISP has to make to gain and maintain a competitive edge over its competitors:
Offer better customer care
Offer new value-added services
Provide higher service level agreements (SLAs)
Maintain or increase reliability
Manage operations more efficiently
Lower costs while increasing profitability
Higher Service Levels
In today’s competitive market, business subscribers seek out higher-quality customer service experiences. Typically, they want the best service offerings available combined with the highest level of customer service, for the least amount of money. They certainly don’t want to pay any more than they have to, and comparison shopping is now easier than ever over the Internet.
As competition increases among ISPs, those that have better and more reliable service offerings paired with higher-quality customer care are the ones that will fare well in acquiring new business subscribers and retaining current subscribers.
As an ISP moves into offering SLAs or meeting higher service levels, we recommend that it consider the following.
Infrastructure must be highly reliable to support mission critical business.
Infrastructure must be scalable to support new service offerings.
More stringent security policies are required to ensure that subscriber data remains confidential.
For more information about SLAs, refer to: