ITIL Implemetation in Telecom
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ITIL Implemetation in Telecom



How ITIL is implemented in Telecom to provide various services.

How ITIL is implemented in Telecom to provide various services.

Service Transition and service operation



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 ITIL Implemetation in Telecom ITIL Implemetation in Telecom Presentation Transcript

  • -bridging the divides Rohit Raisinghani Shaswati Mukherjee Shreeji Doshi Utkarsh Verma Vijay Shukla
  • Assumptions
    • The DSL service is deployed with the existing underlying infrastructure.
    • The service transition and the operations are defined for VOIP service
  • Operational Structure Service Desk Manager IT Operations Manager Deployment Team Problem & Incident Management Team Escalation Team Level 2 Field Engineer Service Desk Technical Team Application Management Team
  • Planning and Support
    • The planning is done by the IT Operations Manager.
    • The support function is headed by the Service Desk Manager
    • The process for planning and support for Service Transition is as follows:
      • Deployment of all servers at varied locations simultaneously
      • Ensuring deployment of same configuration settings on the servers
      • Have a team of 2 people for deployment at every location
      • The testing of the service would be by providing the service to a selected few employees with existing Commtech DSL connections
      • Initial test calls for evaluating service parameters
      • The service parameters would be evaluated based on the filling of feedback forms for test calls
      • Survey forms to be filled by employees every 2 weeks
      • After satisfactory results, service would be rolled-out for all customers.
  • Configuration Item , DML and Definitive Stores
    • Configuration Items(CI)
      • Servers , CPE-VOIP routers
    • Definitive Media Library(DML)
      • Call Managers
    • Definitive Stores
      • enclosed data centre for servers and cabinets for routers and switches in every exchange
  • Configuration Management System
    • The Deployment Team would form the Configuration Management Team
    • The roles would be as follows:-
      • Providing preconfigured CPE for customers.
      • Maintenance of document about the configuration of Servers
      • Consistency in the configuration of servers at varied locations
  • Change Management
    • The Problem and Incident Management team would form the Change Advisory Board(CAB) and would be headed by IT Operation Manager and Service Desk Manager.
    • The emergency CAB would be the IT Operations Manager
  • Process for Change Management
        • The problem and the incident would be reported by the service desk
        • Depending on the report and the feedback form , the criticality of the impact of the problem/incident would be evaluated .The CAB would then decide on the urgency for change
        • In case of emergency , the change would be carried out with the consent of the IT Operations Manager.
  • Service Validation
    • Questionnaire for user on completion of trial period for service
    • Customer Satisfaction(CSAT) forms for meeting the SLA of the service
  • Operation Support Structure Receive Call on Toll Free Number Log the call as Query, Event, Incident or Problem Troubleshoot the issue Issue Resolved? Call Closure & Email to the customer Escalate it to Level 2 or Field Engineer.