Interface Docs

1. Fault Management Functional Interfaces List of

Aftel Wireless Fault Management Last updated by: Stephen Stackwood, 25th March 2013

(SLA’s, How etc)

Level 3 Functional Interfaces
Interfaces
OSS and Network
Network Alarms
Activity Controls
Fault management
Policy
Interface Docs
Customer Complaint / Outage notifications
Alarm Monitoring Shift Roster
CTS
Network Issues

Responsibility Matrix
Configuration
Management Retrieve Network Config data
(CMDB) Change Calendar

Fault localization Trouble Ticket Data

Aftel Power/IT/Tx Check Planned works Base

FO Procedures,
Change System Documentation
Unexpected Work Order Result
Management
Technical Fault Escalation
Fault Correction Technical Escalation
Matrix
Maintenance
Management
Site Security Access
Protocol
Verification Testing
SLM Alarm Checks Second Line
Maintenance
Vendor Support Roster/Procedures
Trouble
OSS and Network Administration Management
Notification Matrix
Management Notification

Operations SLA / KPI Reporting

Network KPI/SLA
Management Problem

List of Control Docs

Problem Reporting
Management
Report Templates

1 Fault Management – Function Description

FUNCTION Control (Must haves)
• Alarm Monitoring
Docs
INTERFACES
Centralised Real-time monitoring and management of alarms, 24/7 shift basis.
• Fault Localization
Fault confirmation, location of fault in network and infrastructure and correlate with planned or known issues.
Categorise and prioritise fault severity and create Trouble Ticket (TT) according to agreed SLA criteria.
• Fault Correction
Initial fault rectification procedures. Manage TT Assignments, Technical Escalations and Management Notifications
according to operational procedures . End to end life cycle ownership & management of all open faults against SLA
targets. Record SLA Service Restoration Time.
• Verification Testing
According to agreed criteria, test, observe and verify stability of services affected by fault. Initiate and manage any
follow-up activities and Work Orders required to ensure TT closure.
• Trouble Administration
Define Fault Management Policy to include Trouble Ticket States, Technical Escalations, Management Notifications,
problem management and fault report generation against SLA targets. Create and distribute shift, daily and weekly
monthly, fault management reports.
• Problem Management
Identify Problem condition based on pre-defined criteria. Create Problem Ticket. Manage Problem investigation,
tracking and reporting , with recommendations, to ensure Problem Ticket closure.

Function
FUNCTION performance
DESCRIPTION reporting

1. Fault Management:
End to End Fault Management swim lanes
Aftel Wireless Fault Management Level 4 End to end Lifecycle Last Updated by Stephen Stackwood, 25th march 2013

Alarm Fault Fault Fault Trouble Problem

Monitoring Localisation Correction Verification Administration Management
Outputs

Fault reported Weekly Review

Inputs

Planned Works
By All Operations Problem
Notification
Operations Meetings Report

Working
Manager

Problem
NOC

Handle All Technical and Management interventions to meet Ticket and SLA
investigation &
Fault Management SLA. Reporting

List of
Reporting

Analyse and Execute First Test and

Confirm Fault Set Fault TT Log problem
Alarm correlate Alarm Create and Line Fault Confirm,
Source Status to

Procedures Docs
Ticket
FM Surveillance Engineer

Acknowledge or Fault issue TT Correction Fault

Cleared Resolved
Reported Procedure Resolution

Log child
Categorize NO check if any

Working
Planned NO fault or Shift
Alarm and Fault Lifecycle Supervision, Technical Escalation and Permanent Faults meet
or Known Planned Reporting &
Monitoring Prioritize the Management Notification fix Problem
Issue Works Handover
Fault Ticket criteria
?
YES YES

(How we work)
Planned Dispatch Update and Update and
Field SLM TLM Close fault close Problem
Works
Operations Fault Fault TT Ticket
Process
Escalation Escalation

Procedures
Field Operations

Spares
Field Ops
Management
Process
Process

SLM TLM
Fault Fault
Escalation Escalation
OSS/SLM

Support and SLM

Verify OSS Maintenance
Setup process
Vendor 3rd Line
Maintenance

TLM
Support
Process

FUNCTION
END2END
SWIMLANES