Customer Support Strategic Pillars Shield Protect R&D from field issues 1 Roll Out Spearhead Product Introduction 2 Services Profitability Timely Delivery of Service Automation Programs 3

Product development Customer Support / Network Engineering Commercial Management Customer Documentation Product Management Customer Support / Network Engineering Network Management Development System Architecture System Testing Network Elements Software Development Network Elements Integration & Verification

Customer Support Organization: Network Engineering (NetEng) Customer Support structure s E2E Cloud Center Telco Cloud system and troubleshooting expertise Owning cloud strategy Executive Customer Support (ECS) ECS works closely with top customers to understand theirs needs and meet expectations New Product Introduction (NPI) NPI is responsible for fast, efficient and high quality introduction of new products Customer Support Organization: Technical Support Product-specific help when problems arise in daily use of Nokia products Network Engineering (NetEng) Unique combination of Telco Engineers and Software Developers NetEng drives evolution of networks based on innovative design concepts NetEng provides: dimensioning and configuration fundamentals and recommendations product simulations

Customer Support / Network Engineering Who we are? telco dev E2E network understanding Feature impact, performance, capacity Teach about MN products Desktop & web tools JS / HTML5 / Python / PHP / Java / Scala Most modern and advanced software solutions Provide in-depth technical expertise for Radio and Core products and emerging topics such as IoT, Big Data or 5G Deliver the state-of-the-art solutions to improve the product efficiency Group of highly skilled and innovative people with various professional background

Knowledge representation Network Engineering / Knowleadge Engineering Addressing growing network complexity Knowledge Engineering The process of building intelligent knowledge-based systems, to provide solutions to real-world problems. …collection, analysis and translation of knowledge from various human and data sources to create expert systems Data Information Knowledge Actions Knowledge sources in NetEng example Human experts, feature authors R&D information, specifications Simulations, analyses, dimensioning Product intelligence, field experience Decision support Expert system Knowledge collection Knowledge representation Knowledge management

Discovery tools – central Product Intelligence hub Network Engineering / Product Intelligence Discovery tools – central Product Intelligence hub Network configuration analytics CM reports/consistency checks Feature Build distribution Parameter usage distributions Technical notes compliance tracking – predictive actions Capacity analytics in maps A comprehensive visual capacity analytics layer interconnecting areas of geolocation, CM and dimensioning Performance benchmarking & monitoring Other use cases Feature activation status Network overview reports

Data exploration and visualization Customer Support / Network Engineering Data exploration and visualization Powerful data exploration tool based on web interface Fully in-house built data visualization layer Drag & Drop data exploration and creation of charts and dashboards via customizable widgets Connection to various data sources Possibility to upload own data and join different datasets Fully expandable Ultimate goal: Unassisted dashboarding by everybody, non-telco DB integrated, fact-based decision also by non-”data scientists”

Customer Support / Network Engineering