SS18284 - Telecom T2R Journey

Telecom - T2R Journey
Copyright © 2019. All Rights Reserved. l Tech Mahindra Confidential. 1

Network Management System
BSS
Trouble Ticket
Mgmt
OSS
NMS
NMS
FMS / PMS /SLA Protocols : XMLoverSOAP,
CORBA, SNMP, ASCII over
TCP/IP
Network
NMS/EMS NMS/EMS
NMS/EMS EMS
NMS/EMS EMS EMS
EMS
Multi-Vendor
Networks
Fault Management : Workflow
Network Management Station
Correlates Alarms & does Root Cause Analysis
Problem Source
Notified
Trouble Tkt
Management
ALARM
EMS
EMS
Field
EMS
Service
Managed
Router
Line Cut Solution

Performance Management Example
Performance Manager NMS
Element Mgmt
System

Network Performance Management
ALERT
CODE
NMS Action Manager
 Thresholds and ALARMS 6
7
Performance
Mgmt Engine 5
Value -
4 Actions
INEMS
Platform
ALERT
Provisioning
Network
Threshold Rule:
IF
within 5 minutes if 5 alerts received
THEN
Generate a Critical Alert
Copyright © 2019. All Rights Reserved. l Tech Mahindra Confidential.
5
5
SLA Management : An Example
SLA Manager
raises an Alarm indicating
the SLA violation
Internet
ISP’s
Network
ISP
Customers
Router NMS
Performance
ISP’s line to
Manager
Customer
premises

Service Assurance: At a Glance

Fault Management
 Fault Management involves the monitoring of the network resources to
– detect malfunction or detect faults
– preempt failures
– support SLA management
– support business impact analysis

Fault Management Approaches
 Approaches towards Fault Management
 Proactive Fault Management
– Liberal approach

Prevention is better than cure
– Outage avoided
– Saves time and money
– Business impact nil or negligible
 Reactive Fault Management

– Daring approach

Let it occur and then we will solve
– Outage is not avoided
– Business impact depends of the impact of the fault
– Loss of faith , money and time

Fault Management Architecture

FMS – An Example
Note:
Main Related
Customer Care System Offer Product
F Assign Truck/
Technician SMS
Trouble D
Ticket
E
C
Node fails in
the network C1 Interface to NOC NMS
Fault
A technical staff
Management
SHLR
OMC OMC-CS OMC-PS eMRS
/AUC
eCS WaveStar
NMS
iNAVIS
Cajun
View
-U
Navis FMS FMS Light Navis
QIP Personal
Access EMS EMS Ship RADIUS
NodeB IPSS Portal
WaveStar GX550 PSAX Cajun
RNC ITM-SC 5000
SNMS
UMSC SGSN GGSN Other
WAP DNS/
(FMS/ (IPSS Application
Gateway DHCP
TAG MMRS TPU) 5000) CBX500 Server
OLS AM 1
APX8000 (EMG)
400G Plus
WAG Email ECom LSMS
CFS
(FMS/ Server Server /LMF
(LSS) ADM
TPU)
16/1
UTRAN UMTS Core Network WIN Network SDH/Optical IP Core Network VAS Network
Network

Fault Management : Systematic Approach
Discover Diagnose Trouble Shoot Repair


1
13

1
14
Main Theme
Mean Time To Repair [ MTTR] or T2R
should be less
Fault management ensures that
service remains available and that is
how it supports Service Assurance
T2R: Time to Resolve the Problem

Trouble Ticket
 What is trouble ticket?

– Fault in the network or customer premises
 What are different types of trouble tickets?

– Network Trouble ticket
– Customer Trouble ticket
 What is the workflow for Customer TT?

– Step 1) Through Customer Information Management, customer raises a TT
– Step 2) Entry is made into TT management system
– Step 3) Available field engineer depending on the skill set is informed about
it [ automatic process – email, SMS, Web Portal ]
– Step 4) Field Engineer investigate and rectifies a fault
– Step 5) TT status is closed with remarks
4/14/2020
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16
Trouble Ticket - Workflow

1
17
Service Delivery Model
Service
Incidents
requests
First call resolution End to end ticket ownership •Event Management

•Change Management
Level 1 – Service Desk / Monitoring
•Problem Management
Incident management •Triage
•Classification / prioritization •Availability Management
•Assign
•Configuration Management
Level 2 Team •Release and Deployment Management
Storage &
Server Database Network Apps EUC •IT Service Continuity Management
Backup
•Capacity Management
Level 3 Team
Vendor
•Service Level Management
Co-ordination
OEM Vendors

T2R Journey – Incident
Management

Incident Management
What is Incident Management?
According to IT Infrastructure Library (ITIL) standard, the primary goal of the

Incident Management process is to restore normal service operation as
quickly as possible with minimum disruption to the business, thus ensuring
that the best achievable levels of availability and service are maintained.
Incident Management application helps you to restore normal service

operation quickly by managing all aspects of an incident, from creation to
their resolution and closure.

Incident Management Responsibility
Incident detection, logging and monitoring
Classification and prioritisation (against impact and urgency)
Initial support and escalation (where needed)
Investigation and diagnosis
Resolution and recovery (including interfacing to other groups)
Closure
On-going ownership, monitoring (including Jeopardy Management), tracking and

communications
Management and Stakeholder reporting

Incident Management Actors involved
Incident Incident
Incident
Submitter Owner/User
Resolvers

Incident Management : Impact & Urgency
Sample Screen

ITSM : IM Actors Involved
Incident Owner/User
Portal
Incident Submitter Service Desk
Incident Reporter
ITSM IM
Siebel
Simple Triage Team

Incident reporter Contact Detailed Triage
(Second line
(Subscriber) Center Agent
Contact Centre) Team Service
(Third line Contact Operations
Centre)
Service Desk

Scenario: Request coming from customer
Incident
Owner/User
Service
Incident Desk
Incident Submitter
Reporter
ITSM
IM
Siebel
Contact Center Agent Detailed Triage Service

Incident Reporter Simple Triage Team
Team
(Subscriber) (First Line Contact (Second line Contact Operations
Centre) (Third line Contact
Centre) Service
Centre)
Desk
Upon resolution of the Front Office
Incident, the status changes to
‘Resolved’ and after customer Incident
Resolved/ Closed Back Office
acceptance, the incident will
be ‘Closed’. Third Party
Vendor
Incident Resolver
I am not able to
access Facebook
from my Iphone
Incident Reporter
(Jane –Subscriber)

Jane, an YAHSAT customer,
will contact the Contact
Centre Agent to report an
issue.
Incident Reporter
(Jane –Subscriber)

Hi, Good Morning. My
name is Jane. I am not
able to access
Facebook through my
Iphone. Can you please
resolve it?
Incident Reporter Contact Centre Agent

(Jane –Subscriber) (First Line Contact
Centre)

Good Morning
Jane. Let me help
you to solve this
issue.
Incident Reporter Contact Center Agent

Centre)

Incident Contact Centre agent will try to

Reporter
resolve this issue.
If the agent is not able to resolve
this issue, the agent will record or
log this issue to Siebel or
RightNow Partner Portal

Centre)

Incident The Contact Centre Agent

Reporter creates an issue in CRM
Siebel and assigns to Simple
Triage Team.
Siebel

Centre)

Incident
Reporter
Siebel
Incident Reporter Contact Center Agent Simple Triage Team

(Jane –Subscriber) (First Line Contact (Second line Contact
Centre) Centre)
The Simple Triage Team

gets the assigned issue.

Ooh! I have got
an issue which is
Incident
Reporter to be resolved.
Let me try.
Siebel

Centre) Centre)

Scenario: IRequest coming from customer
am not able to resolve
this issue. It seems to be
beyond my expertise. Let
Incident me redirect to Detailed
Reporter Triage Team.
Siebel

Centre) Centre)

Incident
Incident Submitter
Reporter
ITSM
IM
Siebel
Simple Triage team connects to BMC

ITSM Incident Management, logs an
Incident and assigns to Detailed
Triage Team.

Centre) Centre)

Incident
Incident Submitter
Reporter
ITSM
IM
Siebel
Incident Reporter Contact Center Agent Simple Triage Team Detailed Triage
(Jane –Subscriber) (First Line Contact (Second line Contact Team
Centre) Centre) (Third line Contact
Centre)
ITSM IM tool sends email notification

with Incident details to Detailed Triage
Team. The Detailed Triage Teams
connects to ITSM IM.

Incident
Incident Submitter I have received an
Reporter unresolved incident.
ITSM Let me try to solve it.
IM
Siebel
Incident Reporter Contact Center Agent Simple Triage Team Detailed Triage
(Jane –Subscriber) (First Line Contact (Second line Contact Team
Centre) Centre) (Third line Contact
Centre)
1st, 2nd as well as 3rd line Support is a part of CONTACT CENTRE

Incident
Owner/User
Service
Incident Desk
Incident Submitter
Reporter
ITSM
IM
Siebel
Incident Reporter Contact Centre Agent Simple Triage Team Detailed Triage Service
(Jane –Subscriber) (First Line Contact (Second line Contact Team Operations
Centre) Centre) (Third line Contact Service
Centre) Desk
If Incident cannot be resolved by

Detailed Triage Team, but requires
resolution via Huawei/ TechM 1st/2nd
Level support then they will assign
the Incident manually to Service
Desk.

Incident
Owner/User
Service
Incident Desk
Incident Submitter
Reporter
ITSM
IM
Siebel
Centre) Desk
If the Service Desk Agent is unable to

resolve the incident using the knowledge
that he/she has, Agent assigns this Incident
to respective resolution group (Specialist
group) based on the parameters such as
Service, Impact, Urgency, Incident Type etc.

Incident
Owner/User
Service
Incident Desk
Incident Submitter
Reporter
ITSM
IM
Siebel
Incident Reporter Contact Center Agent Simple Triage Team Detailed Triage Service
Centre) Desk
Front Office
Based on the parameters like Service,
Impact, Urgency, Incident Type etc. the
incident is assigned to the Front Office, Back Office
Back Office or Third Party Vendor for
incident resolution. Third Party
Vendor
Incident Resolver
Incident
Owner/User
Service
Incident Desk
Incident Submitter
Reporter
ITSM
IM
Siebel
Centre) Desk
If the incident gets assigned to an Front Office

incorrect resolver group, it is sent
back to the service desk again which Back Office
is reassigned to the correct resolver
group.
Third Party
Vendor
Incident Resolver
Incident
Owner/User
Service
Incident Desk
Incident Submitter
Reporter
ITSM
IM
Siebel
Incident Reporter Contact Center Agent Simple Triage Team Detailed Triage Service
Centre) Desk
Front Office
Upon resolution of the Incident,
the status changes to ‘Resolved’ Incident
and after customer acceptance, Resolved/ Closed Back Office
the incident will be ‘Closed’.
Third Party
Vendor
Incident Resolver
T2R Journey – Problem
Management

Problem Management
What is Problem Management?
Problem Management application is used to manage problem investigations,

known errors and solution database entries.
 Problem Management focuses on reducing the number of incidents; either

reactively, by preventing them from recurring or proactively by preventing
them from occurring.
 A problem investigation helps an IT organization get to the root cause of

incidents. It initiates actions that help to improve or correct the problem,
preventing the incident from recurring.

Problem Management Responsibility
Provide problem control
Provides error control
Proactively manage problems
Conduct major problem review
Provide Management information about Problem Management, Quality and

Operations

Problem Ticket: Impact & Urgency

Scenario: Problem Lifecycle
Incident
Owner/User
Service
Desk
Service Desk agents will log all the incidents and

assigned to appropriate Resolver group. If there
are more incidents reporting / submitting by the
user having similar request type, the SD agents
Incident
will investigate and then will declare the incident
as a problem
Service
Operations
Service
Desk

Incident
Owner/User
Service
Desk
Problem Management
Service Desk agents will then
create a problem out of the
reported incident on Problem
Inciden Management
t
Service
Operations
Service
Desk

Incident
Owner/User
Once a Problem is created,
Service the problem is routed to
Desk ‘Problem Analyst’, ‘Problem
Engineer’, ‘Problem
Management Supervisor’ and
Problem Analyst ‘Problem Resolver’.
Problem Management
Problem Engineer
Inciden
t Problem Management
Supervisor
Service Problem Resolver

Operations
Service
Desk

Incident
Owner/User
Service
Desk
After Problem Resolution the

Problem Analyst
Problem Management
problem will be on ‘Resolved’
/ ‘Closed’ state.
Problem Engineer
Inciden
Supervisor
Service
Operatio
Problem Resolver Problem Resolved/
ns Closed
Service
Desk

Incident
Owner/User
Service
Desk
Once Problem is resolved ,
Problem Analyst Service Desk agents need
Problem Management to close the Incident
manually
Problem Engineer
Inciden
Supervisor
Service
Operatio
Problem Resolver Problem Resolved/
ns Closed
Service
Desk
Incident Resolved /
Closed

T2R and Telecom Frameworx

Scenarios – Assurance
 Log customer complaint
 Create/Register/Log a customer Trouble Ticket
 Assign TT to appropriate group/person
 Level 1 Support , Level 2 Support , Level 3 Support
 Resolution of customer problem (“Temporary Workaround” or “Permanent
Solution”)
 Close TT
 Track a Complaint / TT
 Enquire status of trouble ticket
 Set CoS/QoS and Monitor the same
 Network trouble ticket resolution
 Level 1, Level 2 and Level 3 support
 Incident and Problem Management Lifecycle – From creation to closure
 Create QoS/SLA violation dashboards
 Record Performance data of resource (Application, Network , IT)
 Create Network Performance Dashboard

T2R Journey – eTOM Impacted Processes
eTOM Level 2
Trouble To Resolve
• 1.1.1.1 - CRM - Support & Readiness
• 1.1.1.2 - Customer Interface
Management
• 1.1.1.6 - Problem Handling
• 1.1.1.7 - Customer QoS/SLA
Management
• 1.1.1.9 - Retention & Loyalty
• 1.1.1.10 - Bill Invoice Management
• 1.1.1.12 - Bill Inquiry Handling
• 1.1.2.3 - Service Problem Management
• 1.1.3.3 - Resource Trouble Management
• 1.1.4.3 - S/P Problem Reporting &
Management
Affected Process

Thank You

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What are the different approaches to fault management?

What are the different approaches to fault management?

What are the different components involved in fault management architecture?

What are the different components involved in fault management architecture?

Telecom - T2R Journey

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Line Cut Solution

Performance Manager NMS

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 Reactive Fault Management

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Discover Diagnose Trouble Shoot Repair

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Discover Diagnose Trouble Shoot Repair

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Discover Diagnose Trouble Shoot Repair

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Discover Diagnose Trouble Shoot Repair

T2R: Time to Resolve the Problem

 What is trouble ticket?

 What are different types of trouble tickets?

 What is the workflow for Customer TT?

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First call resolution End to end ticket ownership •Event Management

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What is Incident Management?

According to IT Infrastructure Library (ITIL) standard, the primary goal of the

Incident Management application helps you to restore normal service

Copyright © 2019. All Rights Reserved. l Tech Mahindra Confidential. 20

Classification and prioritisation (against impact and urgency)

Initial support and escalation (where needed)

Investigation and diagnosis

Resolution and recovery (including interfacing to other groups)

On-going ownership, monitoring (including Jeopardy Management), tracking and

Management and Stakeholder reporting

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Simple Triage Team

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Contact Center Agent Detailed Triage Service

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Incident Reporter Contact Centre Agent

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Incident Reporter Contact Center Agent

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Incident Contact Centre agent will try to

Incident Reporter Contact Center Agent

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Incident The Contact Centre Agent

Incident Reporter Contact Center Agent

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