The rapid growth in the Internet of Things (IoT) and machine-to-machine communications (M2M) is connecting millions of machines to the Internet. In turn, those connections are creating daunting challenges for network managers to keep data flowing 24/7.
John Molise outlines some of those challenges and how top networks managers are dealing with them in an article published this week inBilling & OSS World magazine.
Molise writes from hands-on experience. As vice president of operations for Aeris Communications, he is responsible for day-to-day operations of the Aeris network and services platform, and at any time day or night he can be in touch with customers and Aeris engineers around the world.
In the article, titled “How to Overcome the Challenges Facing M2M Operators,” he outlines some of the top, real-world issues that managers have to handle.
For example, many M2M/IoT programs lack characteristics of traditional network support and troubleshooting, ”namely a live person on the other end of the line who can provide valuable input about user experience and the local conditions of the remote device,” Molise writes.
But customers till expect expert support, immediately. “The typical support case involves customer input such as, ‘My application is supposed to be doing X, Y and Z … and it is not doing it,’ he adds.
To successfully manage IoT programs, dynamic instrumentation and monitoring are critical. “Data and data analytics mean everything to successful IoT operations,” Molise explains.
Managers are faced with a variety of issues that can crop up at any minute, and managers must be ready to respond. “To be successful, we must be willing to evolve and adapt to an ever-changing set of requirements, and our systems must be flexible and innovative to allow us to do so profitably,” he says.
Recognizing the complexity of IoT operations and the need to keep services up and running without interruption, Aeris launched its Infinity Support program, staffed by M2M experts and powered by Aeris’ proprietary and patented technology stack. This program includes 24/7 support, five-minute response time, and proactive monitoring and issue identification for Aeris customers.