Incident and Problem Management Scenario BPM Business Solution

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Incident and Problem Management ScenarioBPM
Business Solution Telco Industry
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Customer Profile

• History
• Better Telecom originally started as land lines
  provider
• Expanded by acquiring mobile operators
  broadband operators
• Business Mission
• Expand globally beyond North America
• Grow revenue base from existing customers

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Challenges

• KEY BUSINESS PAIN Customer satisfaction /
  retention
• Major customer satisfaction issues relating to
  outage and promptness of response
• Accelerating trend of customer defections
  (despite attractive incentives to stay)
• Growing impact on revenue base
• FIRST PRIORITY Broken Incident and Problem
  Management Process
• Separate Help Desk processes for landlines,
  mobile, broadband incidents
• Poorly integrated Help Desk solutions for online
  (web), telephone, branch channels
• NO unified view of customer incidents across
  products and channels
• SECOND PRIORITY Inflexible Order Fulfillment
  Provisioning System
• Marketing dept has identified emerging trends and
  developed new product packages
• Current system takes gt 6 months to roll-out new
  services (miss opportunity window)
• Need to roll-out new product packages within 2
  months to leverage consumer trends

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Incident and Problem Management Process Issues

• Operation teams usually work in reactive mode -
  triggered by customer complaints
• Lack of objective insights on time spent at each
  step of the incident/problem management process
• Enables to plan for optimum use of resources
• Not enough automations in place for upfront
  ticket enrichment and problem isolation resulting
  in lot of manual work
• Operations teams have to swivel chair between
  siloed / fragmented applications, tools and
  peer-colleagues.
• Inability to track and monitor customer order
  progress, react to errors and unexpected delays
• Inability to see key KPI required for evaluation
  of the process overall performance as required by
  various roles process administrators, CSRs,
  business leaders

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Expected Benefits from the Proposed Solution

• Mean time to fix (MTTF) reduction
• Increased customer satisfaction
• Customer loyalty
• Revenue protected due to customer churn
• IT Staff redeployment / increase avoidance
• Built in flexibility allows for business driven
  changes to be implemented with no or reduced IT
  involvement
• New KPI and reports new services process
  reconfiguration
• Reduced network downtime
• Alerts when it takes too long to fix
• Connection to network problem detection systems
  such as Netcool
• Business User (CCR) and IT Staff productivity
  increase
• IT cost savings
• Faster time to value due to better IT
  productivity
• Operation cost savings due to better productivity
  of CCRs
• Lost revenue avoidance due to downtime
• Network downtime results in revenue loss
• Customer retention and loss of market share

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Solution Overview

• Brief Overview
• This business process uses automation and
  choreography to streamline key process steps in
  the Incidence Problem Management area in
  Telecom Detect, Enrich, Diagnose, Fix, Verify,
  Close
• Actors/Roles
• Customer Service Representative (CSR) interact
  with customers
• Field Technician fixes Network Troubles
• NOC Technician Network Operation Center
  (detects issues and verifies fixes related to
  network troubles)
• Process Supervisors Monitor day to day
  performance of the process to ensure there are no
  bottlenecks of SLA
• Business Managers oversees the process KPI for
  SLA compliance
• Actors
• Service Assurance Systems (Fault, Performance,
  Trouble Ticketing, Test Diagnostics, etc.)
• Pre-conditions
• There is noticeable degradation in the service
  provided to a customer or in the network
  infrastructure that is impacting customer service
• Post-conditions
• The problem is successfully isolated, diagnosed
  and resolved

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Proposed Project Scope

• This is a pilot project and is limited to a
  subset of all possible automation scenarios in
  Incidence / Problem Management will not be
  covered
• e.g. Escalation of trouble ticket is not covered
• Based on the ROI from this pilot project further
  investment may be considered
• ROI is measurements are built-in into the
  process
• KPI and reports that are generated automatically
  and available to LOB Manageress who sponsored
  this project
• Compliance test will not be performed

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Pilot Success Criteria

• Success
• Being able to complete all the necessary steps in
  the Incidence Problem Management use case
  through either human tasks or automated tasks
• KPI and Reports can be used to measure ROI
• Failure
• Any errors or exceptions encountered in the
  service interfaces or mock services for the
  underlying service assurance systems or in the
  business space UI
• Exception
• Any communication / database / authentication /
  data validity exceptions

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Incident Problem Management Use Case

• Problem Management - Network-Issues
• System Detect the problem
• System Triggers creation of a problem ticket
• NOC Technician Problem ticket gets submitted
  and assigned DETECT
• NOC Technician Enrich the problem ticket with
  further information on the problem along with any
  diagnostic information ENRICH
• NOC Technician Root cause determination
  DIAGNOSE
• NOC Technician Identify fix to repair the
  problem FIX
• NOC Technician Issue change management request
  to deploy the fix FIX
• Field Technician Performs actual work and fix
  the problem FIX
• NOC Technician Verify that the problem has been
  resolved closes the problem VERIFY

• Incidence Management Customer Issues
• Customer Calls the Telecom to report a service
  issue
• CSR Creates problem ticket DETECT
• Determines if problem came from Maximo or
  non-Maximo Help Desk
• CSR Enrich problem ticket with further
  information from the customer ENRICH
• CSR Attempts to link customer complaint to any
  known service-impacting issues / outages or
  resolve by self or triggers creation of a network
  problem ticket DIAGNOSE
• CSR Waits for problem to be resolved FIX
• CSR Verifies that the service is working and
  closes the incident VERIFY

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Process Flows Incident Problem Management
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Customer Problem Process Map
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Variations

• Network Issue Process and Customer Issues Process
  are very similar
• Rather than having two different processes we
  want to deliver a single process invoking
  Business Services
• The Business Services handle the points of
  variability
• This can be done using Fabric, LOG JRules,
  Mediation Flows, WSRR, etc..
• For Customer Issues, in the Detect Trouble
  service we have another Business Service
• This point of variability determines handles the
  Maximo or non-Maximo help-desk as a single
  Service

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Use of Standards

• NGOSS eTOM
• TAM
• NGOSS OSS/J

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Business Manager Dashboard Key KPI

• MTTF (Mean Time to Fix)
• Average time duration taken to fix
• MTTF Duration / total of trouble tickets

• MTTD (diagnosis) Duration
• Average time spent on diagnosis
• Uses Average function
• MTTF (fix) Duration
• Average time spent to fix
• Uses Average function

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Business Manager Dashboard Reports

• Trouble tickets closed per NOC Technicians
• The pie chart displays the number of tickets
  closed by each NOC Technician.
• Number of tickets handled by Field Technician
• The pie chart shows Trouble Ticket Fixed by each
  Field Technician for the given period
• Number of tickets by status
• Closed and open
• Number of tickets by CFS (CSR) vs NOC Technician

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Dashboards

• Service Status
• Customer Churn
• VPN Availability (red/yellow/green)
• IMS Availability (red/yellow/green)
• IPTV Availability (red/yellow/green)
• Ticket Status
• Number of Tickets 7 Days Old
• Number of Tickets 15 Days Old
• Number of Tickets 30 Days Old
• Number of Tickets Open
• Number of Tickets Closed
• Number of Tickets Escalated

• Ticket Distribution
• Tickets by Severity Sev. 1-4
• Tickets by Service IPTV, VPN IMS
• Tickets by Vendor CISCO, Juniper, Nortel,
  Alcatel, Huawei, Nokia
• Todays Top 10 Issues
• Historical Trends

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Business Measures

• Mean time to repair
• Ticket Volume
• By service Internet, VOIP, IPTV
• By Network DSL, IP, Transport, Mobile
• Service / Network availability ()
• No. / of customers impacting outages

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Dashboards

• Historical Trends
• Todays Top 10 Issues

Ticeket Severity Start Time Status Issue Summary Owner
INC0008465 1 11/1/08 1000am Working with vendor. Nortel router outage affecting VPN customers in Chicago area. NG-NOC
INC0008470 2 11/1/08 930am Removing patch. Multicast sessions not being setup affecting broadcast TV for south region. IPTV-NOC
INC0008485 1 11/1/08 615am Working with vendor. Routing issues - causing congestion for VPN. IP-NOC
INC0008486 1 10/30/08 1100pm Troubleshooting RCA. Can't route internet traffice to asia. Transport-NOC
INC0008475 1 10/30/08 1030pm Escalated to IT. DNS server crashing. IT-Operations
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