Case Study

HOW TO DEFINE THE PARAMETERS

AND MAKE THE CONFIGURATION OF

SERVICE DESK MANAGEMENT

SYSTEM IN A MANAGED SERVICES
PROJECT

Case Study
Version: 1.0

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Preface

This document gives details to support the configuration of one of the main tools
in a Managed Services Project as SDM (Service Desk Management), in old
versions named MOS7100.
These tools are used to document all the Network Operations executed by Huawei
Employees, Huawei Subcontractors and Customer Third Suppliers. Inside of the
configuration should be included all parameters needed to prepare any report and
classification requested by Customer and Huawei Internal Regulations.
According to Managed Services Projects and Procedures, we have three mains
types of Network Operations:

Fault Management.

Performance Management.

Preventive Routines Management.

All these operations are regulated by the Contract between Huawei Solutions
Sales Department and Customer, inside of the Contract are specified the
conditions and responsibilities of Huawei and customer during the Contract
Period.
One of the main conditions of the contract is the Service Level Agreement (SLA),
in here we have the parameters to define the classification of all events by
service impact, response times, resolve times, routines frequency, network
performance parameters agreed and any other service indicator that customer
request and Huawei accept.
The contract parameters included in the last paragraph must be integrated to
Service Desk Management tool, and our objective is provide a guide of how to
define it.

Version
1.0
2015-02-03

Date
January 30th, 2015

Author
Javier Segura

Approver
Edwin Salazar

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Remarks
Final
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Contents
Preface ..............................................................................................2
Project Introduction .............................................................................4
Infrastructure Failures ....................................................................... 4
Access and Transmission Failures ........................................................ 4
Radiant System Failures ..................................................................... 4
Core Failures .................................................................................... 5
Definitions in Service Desk Management .................................................5
Fault Level ....................................................................................... 5
Fault Occur Time ............................................................................... 6
Fault Recovery Time .......................................................................... 6
Responsible of the Failure (Vendor) ..................................................... 7
Root Cause and Sub Cause ................................................................. 7
Other important parameters for SDM ......................................................9
Users organization and distribution ...................................................... 9
Sites information ............................................................................. 10
Rules for notifications ...................................................................... 12
SLA (Service Level Agreement) ......................................................... 13
Conclusions and Advantages of SDM Full Configured ............................... 14

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Project Introduction

In December 31th 2013 the Managed Services Contract of Telefonica Costa Rica
expired, several conditions changed with 2014 negotiation, and with this our
Service Desk Management and reports to customer had to change several
parameters to satisfy the new Scope of Work that Telefonica request.
According to the new contract, network faults must be divided in three groups:

Infrastructure Failures.

Access and Transmission Failures.

Radiant System Failures.

Core Failures.

Infrastructure Failures
Here is included all the faults that involve power equipments, sensors, cabinets,
air conditioning, physical problems in site security or access, temperature issues
and any other problem not related to Telecom Equipments.

Access and Transmission Failures

Faults affecting the transmission or base station equipments, this is related to
equipment boards and components, optical fiber or any other network cable
inside of the cabinet.

Radiant System Failures

In this category we have the failures that affect components between the
cabinets and the antennas in tower. For instance: RRUs, Jumpers, ODUs, IF or RF
Cables, RF and Microwave Antennas.
After this review, the next step is design how to separate this in Service Desk
Management and how to classify the internal categories of all failure types. This
was defined according to our criteria and approved by customer to negotiate the
content of all the services reports.
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Core Failures
In Core Room of the network we have the main equipments to provide all the
services to the end users, any failure in some of this equipments would be
included in this category.

Definitions in Service Desk Management

There are several parameters to define in Service Desk Management that must be
related to the project, we have to analyze them one by one and find the
utilization of each one in the reports to classify and separate all the failures and
this will allow to create several reports and classifications depending of what we
need to analyze in the project.
For Telefonica Costa Rica Managed Services Project, after several meetings with
Customer Engineers, we include these parameters to analyze the project and
network status, and as a main purpose check weekly the SLA accomplishment:

Fault Level

Fault Occur Time

Fault Recovery Time

Responsible of the Failure (Vendor)

Root Cause

Sub Cause

Fault Level
Its to define the impact of the failure in the network. According to Telefonicas
Regional Standards, they have 5 Fault Levels:
Fault Level Name

Impact in

(Telefonica Standard)

the Network

SF1
SF2

Service Impact of 80 or more Sites.

Critical

SF3

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Description

Service Impact from 16 to 79 Sites.

Service Impact from 11 to 15 Sites.

SF4

Major

Service Impact from 1 Cell to 10 Sites.

SSF

Minor

Failure with no Service Impact.

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With this parameter now we can classify the failures according to its impact in the
network, but as indicated in Introduction, we still have to divide in Infrastructure,
Access and Transmission, Radiant System and Core. For this we divide the impact
of the network also by type of failure, causing 20 different types of Fault Levels:
Fault Level in SDM
SF1 - Acceso y Tx
SF2 - Acceso y Tx
SF3 - Acceso y Tx
SF4 - Acceso y Tx
SSF - Acceso y Tx
SF1 - Infraestructura
SF2 - Infraestructura
SF3 - Infraestructura
SF4 - Infraestructura
SSF - Infraestructura
SF1 - Sist. Radiante
SF2 - Sist. Radiante
SF3 - Sist. Radiante
SF4 - Sist. Radiante
SSF - Sist. Radiante
SF1 - Core
SF2 - Core
SF3 - Core
SF4 - Core
SSF - Core
Customer communicates in Spanish, for this all parameters are in that language.

Fault Occur Time

Is the time when the alarm appears in EMS (Element Management System).
Monitoring Engineers input in the tickets the time from EMS in SDM.

Fault Recovery Time

Time when the failure is resolved, its also obtained from EMS.

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Responsible of the Failure (Vendor)

Here we include the company responsible of the failure, and this field is very
important because its the cases where we specify if are attributable to Huawei or
not. For Telefonica Costa Rica, we must include all these:
Responsibility of

Description

Failures
Optical Supplier A

Optical Transmission supplier of Telefonica.

Compaa Electrica

Power Supplier.

Huawei

Faults caused by us or our equipments.

Telefonica

Failures attributable to Telefonica or Telefonica

Telefonica Empresas

Enterprise Customers Department.

Vandalismo

Vandalism cases.

Global Crossing

International Service Provider of Telefonica.

TIWS
Telecom Supplier XXX

Failures caused by our competitors.

These companies are the Towers owners, they rent the
sites field and build the towers structure. So Telefonica

Tower Companies

and other operators can rent tower spots to install the

antennas.
They are responsible of all sites access and construction
issues.

Root Cause and Sub Cause

These parameters were included to specify more deeply the network failures, are
used also to separate the Infrastructure, Access and Tx and Radiant System
cases. Customer was very strict reviewing this, in order to classify with most
precision possible the failures. In the following table we can see the root cause
and sub causes included for this project:

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Other important parameters for SDM

There is more information we need take in consideration to have a proper

configuration of SDM:

Users organization and distribution

Sites information

Rules for Notifications

SLA (Service Level Agreement)

Users organization and distribution

To create all project users in SDM, its very important analyze the project staff
organization and define the users distribution in the same way of the project.
According to the Managed Services Contract, the project staff is organized in this
way:

O&M Manager (Project Manager)

o

NOC Manager

Back Office Engineers

Front Office Engineers

FLM Manager

Field Maintenance Engineers

We must create the Project Organization in the system:

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In that image we can appreciate the internal Project Organization, but in most of
cases, we also need give access to customer, because they always want to check
by themselves any case they need. For our project, the customer request was
more than only the access, they asked receive SMS/Email notifications from
MOS7100 and/or SDM, so we needed to create their personal users and also
define some groups according to Failures Fault Levels and the people included in
the notification:

The instructions to create the users in the system are very clear, we just need to
follow the Import Template documents content and with that all the users will be
included with just one or more Excel files.

Sites information
One of the most important parameters creating the Tickets is the site
information, here is included the Site ID, Site Name, coordinates, region,
maintainer and any other key information we want to include for Front Office,
Back Office or Field Maintenance Engineers. If SDM is connected to WFM (Work
Force Management System, this is very useful because the FME can see all the
site information if his mobile phone.
Before include all the sites, we need to feel all the fields needed in the Resource
Parameters, here we define the most of information to be included in the tickets
workflow modules:

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All the parameters have their own file import template, this means once defined
we just include all in the Excel and import to the system.
One of the most important fields to define in sites is the Region, because here we
set who is in charge of the site maintenance. For Costa Rica Project, we classify
the sites in 3 Parent Regions and 13 Child Regions:

Every Child Region means a Field Maintenance Team.

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For every new site integrated to the project, first of all we need to classify it by
region, site type according to contract classification and any other parameter we
need.

Rules for notifications

SDM has the capability to send SMS and Email alerts any time we need, so with
this we can configure to send it automatically one or both communications to be
sent when the SDM operator submit the information.
This is a very specific work, because we have to configure all the rules we want
according to our needs. To avoid extent too much this document, we will take as
example the configuration of the notification of Critical TT Creation, the purpose
of this rule is send a SMS and Email every time that Front Office Engineer submit
a critical TT to SDM. The steps of the configuration are the following:
1. Set the moment when the rule have to be activated:

2. Set the condition to activate the rule. In our example case, is any time
that Front Office create a TT with SF1, SF2 or SF3 fault level, in all
categories:

3. Set the content of the messages we want to send, Its better include to
separated actions, one for Email and one for SMS:

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4. After all actions included, just save the changes and last step is configure
the name of the rule.
We can include all the rules we need; in our project we use some rules for
internal notifications and others for customer. This has to be used very carefully
because we need analyze the content we send to customer, keeping the
information security of the project.

SLA (Service Level Agreement)

The SLA in the system helps to organize all the teams to provide a better service
to customer. With this in the system we can send notifications about SLA time
limitations during the failures, include colors in tickets that symbolize the SLA
status. There are some concepts we need to know to make the configuration:

Measure Item: its the formulas we want to calculate, its always a

subtraction of times, the most common is Required Finish Time that is
the Fault Recovery Time Fault Occur Time.

Target: the targets are the commitments we want to accomplish in the

project and with all the conditions we need.

For Telefonica Costa Rica

case, we had to configure just the Required Finish Time for our types of
failures. Only Radiant System has 24 hours, the rest must be recovered in
3 hours.

Milestone: this is some time we want to define before finish the SLA time.
In our project we set it in 50% of the SLA Remaining Time.

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As specified in the beginning, we separate our types of failures with the Fault
Level; this means that to configure the SLA we just had to make conditions
according to the Fault Level to set the SLA time during the Trouble Ticket:

When we configure the conditions, we can include notifications for Milestone and
Target, this ensures that the staff assigned to solve the failure and the related
project staff receive the SLA status of the case at the half of time remaining and
also when the SLA expires. Actually we have SMS and Email for this, the
difference between both is the size of the message, SMS has less information
than Email.

Conclusions and Advantages of SDM Full Configured

With SDM or MOS7100 configured properly, we can get several kind of reports
and statistics of the project, also to all project staff we can review their
performance and attention to project activities, also they can receive notifications
about what they need to do in order to keep the project and network with the
best KPIs possible.
In customer relationship, these tools help to increase customer confidence in
Huawei, because its a formal tool that they can access any time and check
complete tracking of the project activities and also check the service and contract
status ensuring if we are accomplishing the terms aggreed or not.

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