Introduction of Service Assurance Domain


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Introduction of Service Assurance Domain

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Introduction of Service Assurance Domain

  1. 1. Telecom Service Assurance Private & Confidential property of Shilpin Pvt. Ltd.
  2. 2. Contents • Telecommunication industry models – TMN and eTOM models – SNA activities positioning • Services & Networks assurance main processes – Processes list and description • Fault Management Flow
  3. 3. Telecommunication industry models • Telecommunication is an industry which has capitalized on experience gained by various stakeholders by standardizing business processes in different norms • Two main models which are related to each others are currently implemented in various operators – Telecommunications Management Network (TMN) model – eTOM (enhanced Telecom Operation Map) model • Each model addresses different operators needs to fulfill services provision to their final customers
  4. 4. Telecommunication Management Network (TMN) networks and specifies TMN defines interconnection points between the two management functionalities Configuration Fault Performance Accounting Business management Services management Networks management Elements management • 5 main domains • 4 main layers Security
  5. 5. 5 TMN domains description • Fault management (FM): Detect, isolate, notify, and correct faults encountered in the network. • Configuration management (CM): Configure aspects of network devices, such as configuration file management, inventory management, and software management. • Accounting management: Collect usage information of network resources. • Performance management (PM): Monitor and measure various aspects of performance so that overall performance can be maintained at a defined level. • Security management: Secure access to network devices, network resources, and services to authorized individuals.
  6. 6. 4 TMN layers description • Element Management Layer (EML) provides management functions for network elements on an individual or group basis. It also supports an abstraction of the functions provided by the network element layer. Examples include determining equipment errors, measuring device temperatures, collecting statistical data for accounting purposes, and logging event notifications and performance statistics. • Network Management Layer (NML) offers a holistic view of the network, between multiple pieces of equipment and independent of device types and vendors. It manages a network as supported by the element management layer. Examples include end-to-end network utilization reports, root cause analysis, and traffic engineering. • Service Management Layer (SML) is concerned with, and responsible for, the contractual aspects of services that are being provided to customers. The main functions of this layer are service creation, order handling, service implementation, service monitoring, complaint handling, and invoicing. Examples include QoS management (delay, loss, jitter), accounting per service (VPN), and SLA monitoring and notification. • Business Management Layer (BML) is responsible for the total enterprise. Business management can be considered a goal-setting approach: "What are the objectives, and how can the network (and network management specifically) help achieve them?"
  7. 7. SNA positioning in TMN model Configuration Fault Performance Accounting Security Business management Domains and layers covered in the future Services management Networks management Domains and layers currently covered Elements management Service & Network Assurance activities basically consists in all activities which tend to ensure service provision to final customers either by corrective actions (Fault Management) or by proactive actions (Performance Management)
  8. 8. eTOM-Enhanced Telecommunication Map Operation (eTOM) The TM Forum Business Process Framework (commonly known as eTOM) describes all the enterprise processes required by a service provider.
  9. 9. eTOM model philosophy • The Business Process Framework has multiple groupings for the processes that it contains: – Vertical process groupings: Focus on end-to-end activities (for example, Assurance). Each vertical group links together the customer, supporting services, resources, and supplier/partners. Taken together, these vertical groupings can be visualized as a ”lifecycle” view moving left to right across the Framework from the initial strategy for the products and their components, through development and delivery, and on into operations and billing. – Horizontal process groupings: Focus on functionally related areas, like Customer Relationship Management. These groupings can be visualized as a “layered” view of the enterprise’s processes, moving from top to bottom, with the customers and products supported by the underlying services, resources, and (where relevant) interaction with suppliers and partners. – Where a vertical process grouping and a horizontal process grouping intersect across the map, further process detail can be applied in either that horizontal or vertical context, according to the user’s needs. • Process structure in the Framework uses hierarchical decomposition, so that the business processes of the enterprise are successively decomposed in a series of levels that expose increasing detail.
  10. 10. SNA positioning in eTOM model Processes covered in the future Processes currently covered
  11. 11. SNA dedicated eTOM processes list Resources Management & Operation RM&O Support and readiness Resource provisioning Resource trouble management Resource performance management Resource data collection and distribution Resource mediation and reporting Manage workforce  SNA dedicated processes are not grayed on the process hierarchy above  Processes are described hereunder Process Description Resource trouble management Responsible for the management of troubles with specific resources Resource performance management Managing, tracking, monitoring, analyzing, controlling and reporting on the performance of specific resources Resource data collection and distribution Collect and/or distribute management information and data records between resource and service instances and other enterprise processes Resource mediation and reporting Manage resource events by correlating and formatting them into a useful format
  12. 12. Resource trouble management • Resource trouble management consists in the following activities – – – – – – – Detecting, analyzing, managing and reporting on resource alarm event notification Initiating and managing resource trouble reports Performing resource trouble localization analysis Correcting and resolving resource troubles Reporting progress on resource trouble reports to other processes Assigning and tracking resource trouble testing and repair activities Managing resource trouble jeopardy conditions • IT systems implemented as part of SNA Service Center support those activities by proposing : – Alarms collection mechanisms  gathers alarms into one single system) – Alarms enrichment mechanisms  helps to localize and analyze collected alarms – Alarms correlation mechanisms  helps to find root causes of set of alarms and then focus on root causes resolving instead of resolving symptoms
  13. 13. Resource performance management • Resource performance management consists in the following activities – Processing data coming from Resource data collection and distribution process – Identifying any resource performance violation and passing this notification to Resource Trouble Management process – Identifying any potential service performance violation and passing this notification to Service Quality Management process – Implementing control mechanisms to monitor specific resource performance • IT systems implemented as part of SNA Service Center support those activities by proposing : – KPI computation mechanisms  Computes indicators that reflect network performances – Thresholding mechanisms  Triggers alarms based on thresholding criteria – Reporting mechanisms  Helps Operation Centers supervisors to monitor resources performance in some “at a glance” reports, tuned to their needs
  14. 14. Resource data collection and distribution • Resource data collection and distribution consists in the following activities – – – – Collecting resource data Formatting resource data into a common format for other processes Filtering, aggregating, correlating and transforming resource data for other processes Storing processed data for making those data available to other processes • IT systems implemented as part of SNA Service Center support those activities by proposing : – Data collection mechanisms  gathers data into one single system for processing – Data transformation & filtering mechanisms  Transforms & filters incoming data before storing those into the system – Data enrichment mechanisms  helps to enrich data with external systems information – Data processing mechanisms  helps to compute new data from raw data, aggregate data against chosen aggregation areas
  15. 15. Resource mediation and reporting • Resource mediation and reporting consists in the following activities – Collecting resource events – Formatting resource events into a common format for later analysis – Storing resource events for later analysis in case of issues (billing part) • IT systems implemented as part of SNA Service Center support those activities by proposing : – Events collection mechanisms  gathers events into one single system – Transformation mechanisms  Transforms incoming events into aligned formats – Events enrichment mechanisms  helps to enrich events with external systems information in order to facilitate later analysis
  16. 16. Fault Management Block Diagram
  17. 17. Fault Management Important Steps • • • • • • • • • Data collection from different NMS/EMS Parsing of data and identification of potential faults Enrichment of alarms Co-relation of alarms Data Loading and creating an alarm Ticket Creation Fixing the fault Closing Ticket Clearing alarm
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