1. KULIAH KE 4
Thema
FUNGSI, MAP PROSES DAN NILAI / TARGET
PERFORMANSI (KPI)
FAULT MANAGEMENT (F)
DAN
CONFIGURATION MANAGEMENT (C)
2. SISTIMATIKA
• Fungsi, Map proses dan Nilai / Target Performansi (KPI)
Fault Management
• Fungsi, Map proses dan Nilai / Target Performansi (KPI)
Configuration Management
9. eTOM Business Process Framework
Level-2 Resources Management & Operations / RM&O
( Aplication , Computing , & Network )
Resources Management & Operations (RM&O)
(Aplication , Computing & Network )
Resource
Provisioning
(RM&O-F)
RM&O Support &
Readiness
(RM&O-OSR)
Resource
Trouble Mgt
(RM&O-A)
Resource
Performance Mgt
(RM&O-A)
Resource
Data Collection
& Processing
(RM&O-F)
DESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION
Manage classes of
Resources, ensuring
That appropriate
application,
computing and
network resourcess
are available
and ready to
Instantiate and
Manage resources
instance
CONFIGURATION MANAGEMENT
Allocate and
Configure
Resources , to
individual
Customer
service
Instance in order
to meet services
requirements
Management of
trouble with
allocated
Resources
Monitoring,analyzing,
controling and
reporting
on the performance
of resources
Collect usage ,
network
and information
technology events
and performance
information
for distribution to
other perocesses
within the enterprise
FAULT
MANAGEMENT
PERFORMANCE
MANAGEMENT
ACCOUNTING
MANAGEMENT
11. DEFINISI FUNGSI / PROSES FAULT MANAGEMENT
Adalah kumpulan dari fungsi fungsi yang melakukan
pengamatan kesehatan jaringan (surveylan), deteksi
kerusakan jaringan, perbaikan dan recovery kerusakan
jaringan, pemeriksaan kembali kualitas jaringan,
pencatatan penyelesaian masalah jaringan
13. KEY PERFORMANCE MANAGEMENT (KPI) PENGELOLAAN
FUNGSI / PROSES RESOURCE FAULT MANAGEMENT
Surveilance & Analize Resource Trouble Responsif, Akurat,
Lengkap
Localize Resource Trouble Akurat, Cepat
Correct & Recover Resource Trouble Akurat, Cepat,
Resource Minimal
Track & Manage Resource Trouble Akurat, Lengkap
Report Resource Trouble Akurat, Timelines
Close Resource Trouble Akurat, Cepat
Fungsi / Proses Fault Management KPI
KPI FAULT MANAGEMENT : MTTR, MTBF, Availability Jaringan
14. • Fault Management Definition
Fault Management merupakan seluruh kegiatan pengelolaan jaringan yang dibu-
tuhkan untuk memelihara seluruh Network Element dalam batas batas yang telah
ditentukan , dengan tujuan menjaga Performansi Network Element sehingga dapat
memberikan service sesuai atau melebihi harapan Pelanggan .
• Maintenance Strategy
Dalam menyusun strategi pemeliharaan harus dipertimbangkan hal hal sbb :
( ITU-T Recommendation M 3010 )
o Evolusi Network Element , mulai dari seluruhnya analog , campuran analog dan
digital sampai all digital ,serta evolusi service yang bisa diberikan oleh network a.l.
CSS No.7 , ISDN , IN, dll ,dan kemampuan alat maintenance ( termasuk operating
system) yang akan lebih maju ( misalnya kemampuan memonitor performansi ja
ringan )
o Penerapan “ Overall Maintenance Philosophy “ yakni konsep ; Entity Main-
tenance , Falures Classification dan Network Supervision .
FUNGSI MANAJEMEN JARINGAN TELEKOMUNIKASI
FAULT MANAGEMENT
15. Maintenance Strategy ( sambungan )
o Harus dapat mendukung kegiatan maintenance lainnya yang berkaitan dengan
administrasi operasi pemeliharaan seperti database , spare part, statistik
gangguan dan lain lain .
o Harus mempunyai tujuan uama untuk meminimalkan timbulnya ataupun pengaruh
gangguan ( pro active maintenance ) . Dalam hal terjadi gangguan harus dapat di-
lakukan hal hal sebagai berikut :
- Menugaskan teknisi / expert yang btepat untuk perbaikan
- Menetapkan lokasi gangguan secara tepat
- Menetapkan perangkat / Tool yang tepat
- Informasi yang tepat
- Waktu dan tindakan yang tepat
Prinsip Prinsip Dasar Pemeliharaan Jaringan
Untuk dapat menerapkan strategi umum diatas , bisa digunakan beberapa prinsip dasar
Pemeliharaan Jaringan sebagai berikut :
FUNGSI MANAJEMEN JARINGAN TELEKOMUNIKASI
FAULT MANAGEMENT ( Sambungan )
16. Prinsip Prinsip Dasar Pemeliharaan Jaringan ( sambungan )
o Preventive Maintenance
Pemeliharaan jaringan yang dilaksanakan secara berkala , atau menurut kriteria
yang telah ditetapkan , dengan tujuan mengurangi kemungkinan gangguan dan
atau mencegah elemen dari degradasi fungsi .
o Corrective Maintenance
Pemeliharaan yang dilaksanakan setelah diketahui adanya gangguan dengan
tujuan untuk memperbaiki sehingga dapat berfungsi seperti sediakala .
o Controlled Maintenance
Filosofi dasar pada 2.4.2 bisa diterapkan pada network elemen analog, campuran
analog – digital mapun digital penuh . Akan tetapi Controlled Maintenance akan
lebih cocok diterapkan pada Network Digital , untuk perangkat Analog dibutuh
kan tambahan External Maintenance Tool .
FUNGSI MANAJEMEN JARINGAN TELEKOMUNIKASI
FAULT MANAGEMENT ( Sambungan )
17. Centralized Maintenance
o Penggunaan Centralized Maintenance memberikan keuntungan keuntungan :
- Organisasi Operasi , Maintenance dan Administrasi menjadi lebih Flexible
- Pemanfaatan tenaga ahli menjadi lebih effisien
- Meningkatkan efektifitas pemeliharaan
- Penggunaan Data / Database lebih effektif
- Mengurangi biaya pemeliharaan
- Meningkatkan availabilitas Network Element
- Meningkatkan Quality Of Service
- Kondisi Network dapat diketahui secara menyeluruh sehingga mendukung
tingkat akurasi pengambilan keputusan
FUNGSI MANAJEMEN JARINGAN TELEKOMUNIKASI
FAULT MANAGEMENT ( Sambungan )
18. PENGAWAKAN (MANING) SISTIM MANAJEMEN
HELPDESK
• Sistim Manajemen Helpdesk Sistim Pengendalian Penyelesaian Masalah
Layanan IT agar Usaha Penyelesaiannya
Lebih Effektif dan Lebih Effsien sehingga
berdampak pada hasil yang Maksimal.
• Untuk penyelesaian setiap jenis masalah (masalah Data dan Aplikasi atau masalah
Infrastruktur) , terdapat 4 (empat) fungsi yang harus berperan, yaitu ;
1. Fungsi Front Office Expert ( FOE) ; menerima info gangguan dan dispatch
(mendistribusikan) ke Penanggung Jawab perbaikan (FME,BOE atau FMS)
dengan menggunakan Tool Aplikasi Manajemen Helpdesk
1. Fungsi Fault Management Expert (FME); memperbaiki / mengatasi
kerusakan di Lapangan dengan menggunakan Tool Aplikasi Manajemen
Helpdesk.
3. Fungsi Back Office Expert (BOE) ; memperbaiki / mengatasi kerusakan
secara Remote dari Kantor Pusat Dispenda Jawa Barat dengan menggunakan
Tool Aplikasi Manajemen Helpdesk.
4. Fungsi Fault Management Specialist (FMS); monitoring, analisa masalah
, dan rekomendasi pemecahan masalah.
19. PENGAWAKAN (MANING) SISTIM MANAJEMEN
HELPDESK
• Fungsi FOE lebih berperan sebagai “ Call Center “ (menerima masalah dan
mendispatch), sementara FME,BOE, dan FMS berfungsi yang menyelesaikan
masalah .
• Mengingat Fungsi FOE yang sangat penting yaitu bertanggung jawab atas
Pembukaan dan Penutupan TT (Fungsi Pengendalian/ Quality Control) , maka
seyogyannya untuk fungsi ini ditunjuk Personil yang mengetahui masalah
secara sistim , cukup senior (tidak perlu mengetahui teknis detail), dan mudah
diakses (dikontak) untuk pembuatan dan penutupan TT.
• Bagi FME dan BOE yang merupakan Group Personil, Personilnya bisa sama
pembedaan fungsi ini hanya bekerja dilapangan (disite) atau bekerja di Pusat
PUSLIA, sehingga dapat melihat kecondongan pengeluaran biaya perjalanan
dinas dan peningkatan kompetensi staff PUSLIA dilapangan.
• Fungsi FMS pada dasarnya adalah eskalasi akhir penyelesaian masalah, karena
fungsi ini harus membuat keputusan strategis untuk penyelesaiaan masalah
lebih lanjut, maka fungsi ini seyogyannya dipegang oleh Ka.Seksi nya sendiri ;
Ka.Seksi Data dan Aplikasi Pendapatan, Ka.Seksi Infrastrruktur Pendapatan.
20. PROSES , OWNER , DAN HASIL PENYELESAIAN MASALAH
SISTIM MANAJEMEN HELPDESK (IDEAL)
Masalah
Data &
Aplikasi
Masalah
Data &
Aplikasi
Siklus Manajemen
Helpdesk
Infrastruktur
FOE
BOE
FME FMS
Siklus Manajemen
Helpdesk
Data dan Aplikasi
FOE
BOE
FME FMS
Statistik Hasil
Data &
Aplikasi
Statistik Hasil
Infrastruktur
Statistik Hasil
Penyelesaian
Masalah
Informasi &
Aplikasi
PUSLIA
Masalah
Informasi dan
Aplikasi PUSLIA
KA.PUSLIA KA.PUSLIA
KASI.DATA & APLIKASI – KASI INFRASTRUKTUR
21. PROSES , OWNER , DAN HASIL PENYELESAIAN MASALAH
SISTIM MANAJEMEN HELPDESK (SDM TERBATAS)
Masalah
Data &
Aplikasi
Masalah
Data &
Aplikasi
Siklus Manajemen
Helpdesk
Data , Aplikasi
, dan Infrastruktur
FOE
BOE
FME FMS
Statistik Hasil
Data &
Aplikasi
Statistik Hasil
Infrastruktur
Statistik Hasil
Penyelesaian
Masalah
Informasi &
Aplikasi
PUSLIA
Masalah
Informasi dan
Aplikasi PUSLIA
KA.PUSLIA KA.PUSLIA
KASI.DATA & APLIKASI – KASI INFRASTRUKTUR
Fungsi Helpdesk dan
Penyelesaian Masalah
Ditangani bersama
(Matrik)
22. PETA PROSES (MAP PROSES) FUNGSI / PROSES RESOURCE
FAULT MANAGEMENT JARINGAN IT (BEST PRACTICE)
UserData,
Aplikasi
&Infra.
Network
Surveillance
Performance
Management
Fault
Management
1
Handle TT
Request
FOE
2
Corellated to
existing TT
FOE
3
Associated
Existing TT
FOE
4
Create
Trouble Ticket
FOE
No
Yes
5
Perform Initial
Diagnosis
FOE
6
Escalate to
3rd Party
FOE
7
Assign to
target Party
FOE
No Solution
8
Perform futher
Diagnostics
and Analyze
FME
12
Perform futher
Diagnostics
and Analyze
BOE
BODivision
TroubleType
9
Record
Solution in TT
System
FME
No
Solution
9
13
Record
Solution in TT
System
BOE
Solution
FoundIn
KDB
Solution
Found
1
10
START
14
ImplementThe
Solution
BOE
15
Review &
Document The
Implementation
BOE
10
Review &
Document The
Implementation
FME
11
Implement
The Solution
FME
NoNeed
F.Support
6
7
Fault
Restored
8
FaultNot
Restrored
19
Close Trouble
Ticket
FOE
4
8
16
Monitoring TT
Status
FMS
Update TT
Status
1
17
Re-Assigment
TT
FMS
18
Escalate TT
FMS
Escalation
Needed
10
Re-Assigment
Needed
STOP
User Data,
Aplikasi
& Infra.
Network
Surveillance
Performance
Management
Fault
Management
12
12
9
11
Solution
Found
5
4
Fault
Restored
Fault
Not
Restored
2
No
Solution
Solution
Found
Change
Manage
ment
3
Change
Manage
ment
7
5
CR
Need
6
3
Solution
Related To 3rd
Party
Field Support
Needed
No Need
Field Support
Field Support
Needed
2
11
FM
Division
Trouble
Ticket
SIM
OP
CR Need
Trouble
Ticket
Close
HD
HD
HD
HD
HD
HD
HD
HD
HD
HD
HD
HD
HD
HD
Note : Huruf Merah
Aktifitas
Aplikasi
Close TT
TT Status
View
CO TT To FMS
New TT
- FAQ
Explorer
- CO TT to 3rd
Party,FMS or
FME
- Add.Note TT
- Add FAQ Article
- CO TT To FMS
- CO TT To FOE
- Add Note TT
- Co TT To FME or
BOE
Add Note TT
- FAQ Explorer
- CO to FMS
- FAQ Explorer
- CO to FMS
Add
Note
TT
- Add FAQ Article
- CO TT To FMS
- CO TT To FOE
Statistik
20
HD
Performance
Report
FMS
HD
HD
Performance
Data
Performance
- TT Status View
- Add Note TT
- Hystory Of
Ticket
CO To FOE
CO To FOE
Login
Aplikasi
23. MAP PROSES BISNIS JARINGAN
( Key Indicator : Profit Margin, ASR, Kompetensi & Produktifitas SDM )
Customer
complain
Permintaan
Produk
1
Customer
Care
BIDNIAGA
2
Service
Marketing
BIDNIAGA
3
Product
Management
BIDNIAGA
Fault mgt, billing
4
Tariff &
Charging
BIDNIAGA
Configuration
Inter-
connection
5
Intercon-
nection
BIDNIAGA
6b
Performance
Management
BIDDAL
Kebutuhan Sirkit / Trend Traifk
3
Installed
Capacity
4
5
Complain
IN Japati
5
Performansi
Network
Kebutuhan
Sirkit
Order dari Operator dan Divisi Lain
Produk
Non
Eksisting
8
8
8
8
7
7
10
Identifikasi
Fraud
11
Hasil
Riset
Produk
Eksisting
Kemasan
Produk
12
6a1
Fault
Management
Switching
BIDHAR
Data Routing dan
data Billing
Complain,
Request,
Informasi
Transport Fault
Fraud
12
1
8
7
Fraud
Management
BIDDAL
6a2
Fault
Management
Transport
(Terestrial)
BIDHAR
7
2
3
7
6d
Operation
System
Management
BIDTMN
7
Kapasitas
Siap Jual
Provisioning
Utility Guidance
6
4
6c
Configuration
Management
PROVISIONING
7
Hasil
Koreksi
1
Customer
Care
BIDNIAGA
Customer
1
6
Respons ke Operator dan Divisi Lain
Pemenuhan
10
2
Kebutuhan
sirkit
Complain, Request,
Informasi
- Penyelesaian
complain
- PSB
- Performance
11
13
13
13
9
9
7
8
Network
Planning &
Development
BIDPRANBANG
Hasil
Koreksi
Complain,
Request,
Informasi
8
8
8
7
SISFO
Equipment
Performance
15
15
16
16
Status maintenance
17
17
Status
maintenance
transport
* Customer
Satisfaction
* Revenue
* Operator
Satisfaction
* Revenue
* New Market
Growth Rate
* Services
Growth Rate
* Call Block
* Network
Trafficability
* MDII
* Availability
Sirkit
* Provisioning
Time Interval
* Time
Interval
* All Trunk
Busy
* Occupancy
* Reduce
Uncollectible
Revenue
* Customer
Satisfaction
* Revenue
* Margin
* Revenue
Control
AUDITOR
Management
SDM
BIDSDM
Management
KUG +
Akuntansi
BIDKUG
Management
Information
System
BIDTMN
6a2
Fault
Management
Transport
(Satelit)
OPSAT
* Availability
Sirkit
24. CM
SMC
OS
CC
Surveillance
* M TTR
Data Analysis
* AccurasiT.Ticket
measurment
* Acc Metric Eva.
Technical
Assistence
* MTTR
* Number Chronic
Problem
Local
Repair
* M TTR
CM
SMC
CC
Verify
Notify
* M TTR
TIM
DacsScan
DataBase
channel alocation
Transport Performance,
Chronic problem,
metrics,
Trouble ticket quality
DETECTION/
IDENTIFICATION
ANALYSIS RESTORE & REPAIR VERIFICATION COMPLETION
6a2. WORK FLOW FAULT MANAGEMENT-TRANSPORT
(LEVEL-1)
6a2.1
Surveillance
6a2.3
LMG
6a2.6 6a2.7
Surveilance
Analis
6a2.4
Trouble Ticket
or
Trouble report
System Support to
All Function
Restore
Referral
4
OS
Problem
Escalation
OS
Repair
OS
Trouble
ticket
Trouble Clear
Restore
* M TTR
Surveillance
6a2.2
6a2.5
Revisi-2
Aug-98
TAC
1
1
nok
ok
3
Provisioning
Problem
Performance
Issues
2
2
2
Status Info
Status Info
Status Info
2
Status Info
nok
4
3
5
5
ok
Surv/Anl /TAC
TIM
ITT/LMTT
DataBase
SISNET
TIM
ITT/LMTT
DataBase
Dacs Scan
DacsScan
SOP/
SMP
TIM/
Dacs Scan
ITT/LMTT
SISNET
Phone Call
25. 6a2.1.a. WORK FLOW SURVEILLANCE ( LEVEL 2)
for E.1 MAINTENANCE
SMC
DacsScan
TIM
Alarm
Analysis
Take
pro active
action
Non Service Affecting
Service
Affecting
Create
TroubleTicket
Pick up
TroubleTicket
PickUp
TroubleTicket
Display
alarm
Identification
Alarm
Service
working
as
design
Trouble on higher Sy
stem
Higher
System
E.1
Trouble
Restore
Local
Repair
Call
Apropriate
LMG
Call Out
Process
Restore(Dacs Only)
Repair
Create
TroubleTicket
issues
to Analis
Analis
Issues
TroubleTicket
to Higher
System
ITT/
LMTT
ITT/
LMTT
Ph.call/
ow
ITT/
LMTT
ITT/
LMTT
TIM/
Dacs
Scan
TIM/
Dacs
Scan
6a2.1.a.1
6a2.1.a.2
6a2.1.a.4
6a2.1.a.3
6a2.1.a.5
6a2.1.a.6 6a2.1.a.7 6a2.1.a.8
6a2.1.a.9 6a2.1.a.10
6a2.1.a.12
Surv
Surv
Surv
Surv
Surv
Surv Surv Surv
Surv Surv
Surv
Close Ticket
Wrongly
Reported
Trouble Not Found
Surv
6a2.1.a.11
Notify
Status of trouble
Metric point-1.a.1
Metricpoint-1.a.2
Metric- point1.a.3
Metric point 1.a.4 Metric point1.a.5 Metric point 1.a.6
Metric point1.a.7
Metric point1.a.8
Metric point1.a.9
26. 6a2.1.a.3.WORK FLOW : Pro Active Action (Level-3)
for E.1 Maintenance
Surveillance
Alarm
Analysis
SwitchOver
to
Back up
Channel
Call Out
Apropriate
LMG
Call Out
Process
Local
Repair
6a2.1.a.3
.1 6a2.1.a.3.
2
Metric-point 1a311 Metric-point 1a312
Surveillance Surveillance
27. FAULT
MANAGEMENT
• Detecting and Isolating
abnormal condition
• Quality Assurance for
RAS.
• Error to be logged I n
database
• Terdiri dari Fault
Management Set
Group
RAS QUALITY ASSURANCE :
• Net.RAS Goal Setting
• Serv.Availability Goal Setting
• RAS Assesment
• Serv.outage reporting
• NE outage reporting
ALARM SURVEILLANCE :
• Alarm policy
• Net.Fault Event.Analysis.
• Alarm status notification
• Alarm reporting
• Alarm summary
• Alarm event criteria
• Alarm indication mgt.
• Log control
• Alarm correlation &
Filtering
• Failure event
detection &reporting
FAULT LOCALIZATION :
• Fault localization policy
• Verification of Parameter &
Connectivity
• Net./NE Fault
localization
• Running of diagnosis
FAULT CORRETION:
• Mgt Of Repair process
• Arrangementsm for repair
with customer
• Scheduling & dispatching
adm.of repair forces
• NE fault correction
• Automatic restoration
TESTING:
• Test point policy
• Service test
• Cct.selection, test corr.,
and fault location
• Selection of test suite
• Test acces net.cont.& rec.
• Test access configuration
• Test cct.configuration
• NE test control function
• Result & Status Reporting
• Test access path mgt.
• Test access
TROUBLE ADMINSITRATION
• Trouble report policy
• Trouble reporting
• Trouble report status change &
notification
• Trouble information query
• Trouble ticket creation notification
• Trouble ticket administration
Fault Management
Process
Telecommunications Management
Network by Divakara K.Udupa
31. PENDAHULUAN
• Adalah himpunan fungsi yang mendeteksi, mengisolasi,
dan memperbaiki kerusakan pada jaringan telekomunikasi.
• Ketika kesalahan atau problem terjadi, komponen jaringan
akan mengirimkan pemberitahuan kepada operator jaringan
menggunakan protokol seperti SNMP . Alarm indikasi yang
muncul terus-menerus akan hilang apabila problem telah
diatasi.
Fault Management
32. Sebagian besar fungsi manajemen dilakukan oleh
Operation System. Fungsi-fungsi ini dapat dilakukan
oleh operator manusia atau secara otomatis.
Suatu fungsi manajemen bisa dilakukan oleh lebih dari
satu operation system jaringan. Komunikasi data
digunakan untuk saling mempertukarkan informasi
manajemen antara operation system.
42. • Fungsi Fungsi atau Proses Proses dalam Configuration Management
o Proses Capacity Management , yaitu proses yang berkaitan dengan net-
work Inventory ,mengawasi capacity stock minimum existing network ,dan
memberikan masukan ke Network Planning .
o Network Topology Service , yaitu proses yang berkaitan dengan peneta –
pan konfigurasi dan routing jaringan .
o Network Provisioning , yaitu proses instalasi perangkat dan fasilitas / trans
misi baru , penyediaan service baru , instalasi service baru , penyiapan dan
tracking order dan updating database setelah instalasi ( data base manage-
ment )
• Configuration Management Strategy
o Menghindari tindakan penolakan Customer Order yang disebabkan tidak
tersediannya sarana ( Capacity Management )
o Mengusahakan Konfigurasi dan Routing Jaringan yang EFFISIEN
o Proses Manajemen yang terpusat ( electronic mail , centarlize data base ,
dan implementasi pengendalian proses order control yang effektif )
FUNGSI MANAJEMEN JARINGAN TELEKOMUNIKASI
CONFIGURATION MANAGEMENT
43. • Prinsip Dasar Configuration Management
o Kebenaraan dan Kelengkapan Informasi Order
o Kecepatan dan Ketepatan Order
o Order Control , setiap Order harus dimonitor aksesbilitasnya
o Order Tracking , setiap order harus diidentifikasi dan dilacak kelancaran
prosesnya .
o Centralized Order , Control dan Tracking
• Centralized Configuration Management
Implementasi Centralized Configuration Management akan mendukung tercipta –
nya fungsi Configuration Management yang EFFEKTIF dan EFFISIEN antara lain
karena :
o Effisiensi SDM
o Memudahkan pengontrolan dan tracking
o Kecepatan Proses
o Kejelasan Tanggung Jawab
o Kepuasan pelanggan
FUNGSI MANAJEMEN JARINGAN TELEKOMUNIKASI
CONFIGURATION MANAGEMENT ( Sambungan )
44. eTOM Business Process Framework
Conceptual Structure
(Level-0)
CUSTOMER
Market, Product and Customers
Service
Resources
(Application, Computing and Network)
Supplier, Partner
SUPPLIRES/PARTNERS
STRATEGY, INFRASTRUCTURE & PRODUCT OPERATIONS
ENTERPRISE MANAGEMENT
Shareholders Employees Other Stakeholder
45. eTOM Business Process Framework
Level-1 Processes
CUSTOMER
Marketing & Offer Management
Service Development & Management
Resources Development & Management
(Application, Computing and Network)
Supply Chain Development & Management
Strategy &
Commit
Infrastructure
Lifecycle
Management
Product
Lifecycle
Management
STRATEGY, INFRASTRUCTURE & PRODUCT OPERATIONS
Customer Relationship Management
Service Management & Operation
Resources Management & Operation (RM&O)
(Application, Computing and Network)
Supply/Partner Relationship Management
Operation
Support &
Readiness
Fulfillment Assurance Billing
Strategic & Enterprise
Planning
Enterprise Risk
Management
Enterprise Effectiveness
Management
Knowledge & Re-search
Management
Financial & Asset
Management
Stockholder & External
Relationship
Management
Human Resources
Management
ENTERPRISE MANAGEMENT
48. eTOM Business Process Framework
Level-2 Resources Management & Operations / RM&O
( Aplication , Computing , & Network )
Resources Management & Operations (RM&O)
(Aplication , Computing & Network )
Resource
Provisioning
(RM&O-F)
RM&O Support &
Readiness
(RM&O-OSR)
Resource
Trouble Mgt
(RM&O-A)
Resource
Performance Mgt
(RM&O-A)
Resource
Data Collection
& Processing
(RM&O-F)
DESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION
Manage classes of
Resources, ensuring
That appropriate
application,
computing and
network resourcess
are available
and ready to
Instantiate and
Manage resources
instance
CONFIGURATION MANAGEMENT
Allocate and
Configure
Resources , to
individual
Customer
service
Instance in order
to meet services
requirements
Management of
trouble with
allocated
Resources
Monitoring,analyzing,
controling and
reporting
on the performance
of resources
Collect usage ,
network
and information
technology events
and performance
information
for distribution to
other perocesses
within the enterprise
FAULT
MANAGEMENT
PERFORMANCE
MANAGEMENT
ACCOUNTING
MANAGEMENT
49. CONFIGURATION
MANAGEMENT
• Collecting data from NEs
• Providing data to NEs,
• Exercising control over
data Collection from Nes
for suppoting the Network
Capacity and Provisioning
Management
NETWORK PLANNING AND ENGINERING
• Product Line Budget
• Spplier & Tech.Policy
• Area Boundary Definition
• Infrastruktur planning
• Mgt of planning & enginering process
• Demand forecasting
• Net.,Access,Fasility, Infras.Design
• Routing & NE design
INSTALATION:
• Procurement
• Mgt.of instalation
• Contracting
• Real estate mgt.
• Arrangement of Ins.with Cust.
• Net.Ins.Adminsitration
• Matrial Mgt.
• Scheduling & Dispatch Adm.of Ins.
• Instalation Complation Report
• Software Adm.
• NE.Ins .Administration
• Loading software into Nes.
SERVICE PLANNING & NEGOTIATION :
• Service Planning
• Service feature definiton
• Marketing
• External relatio0n
• Mgt.of sales process
• Custumer nedd identification,service
planning, service festure
• Solution [proposal
PROVISIONING:
• Provisioning policy
• Matrial mgt.policy
• Access road determination
• Derectory adress determination
• Lease Cct determination
• Request for service
• Service status administration
• Net.Resource selection & assigment
• Interexchange cct design
• Acess cct design
• Lease Cct and fasilities design
• Mgt of pending net.changes
STATUS & CONTROL
• Priority service policy&restoration
• Message handling systems network status
• Leased circuit network status
• Transport network status
• NE status and control
• Access to state information
• Notification of state changes
by NEs
• Net.connection mgt.
• Cct inventory notification & query
• NEs configuration,adminsitration ,
database mgt, ressource selection &
assigment, part design, inventory
notification and query
• Assignable Inv.mgt
• Loading program for service feature
• Mgt. of pending changes in Nes
• Storage of parameters and cross-connects
• Storage and execution of service
• Self- inventory
Configuration Management
Process
Telecommunications Management
Network by Divakara K.Udupa
52. MAP PROSES CONFIGURATION MANAGEMENT
Oleh :
Tim /Kelompok Pembuatan Tugas
Manajemen Jaringan Telekomunikasi UMB
53. 09/03/2023
53
FCAPS
Configuration management is the C from the FCAPS
(fault, configuration, accounting, performance, and
security).
Configuration management is a key function of this
model, and while many people think of each
function of FCAPS as being equal.
55. 09/03/2023 55
Expectations of
Configuration Management
Users:
• Informed of changes in configuration
• Scheduled downtime & periodic reports
• Rapid response/resolution of problems
Network Engineers:
• Predefined configuration attributes
• Standardized protocols and interoperability
Network Administrators:
• Change connectivity of network as required
• Users are unable to change configurations
56. 09/03/2023
56
Definition of Telecommunication
Management Network (TMN)
TMN menyediakan kerangka kerja untuk mencapai
interkoneksi dan komunikasi di seluruh sistem
operasi yang heterogen dari jaringan
telekomunikasi. TMN dikembangkan oleh ITU
sebagai infrastruktur untuk mendukung
manajemen dan penyebaran dinamis layanan
telekomunikasi
57. 09/03/2023 57
Definition of
Configuration Management
Configuration Management adalah proses untuk
mendapatkan data konfigurasi fungsional dari
setiap perangkat jaringan, menyimpan dan
mendokumentasikan data, dan kemudian
memanfaatkan data tersebut untuk mengelola
operasi semua perangkat jaringan juga tentang
proses yang diperlukan untuk dukungan network /
jaringan dan operasi.
58. 09/03/2023 58
Why Configuration Management?
• Systems are as complex as they have ever
been
• Networked systems must be configured
properly
• Managing how these devices are configured
and documenting these configurations is
extremely important
59. 09/03/2023 59
Configuration Management Activities
• Gather network configuration information
• Store the data in redundant locations
• Use configuration information to identify & make
necessary configuration changes
• Produce configuration reports
60. 09/03/2023 60
Configuration Management Functions
1. Network Topology Control
2. Network Provisioning
• Progress of New Equipment Installations
• Progress of New Service Configurations
3. Inventory Management
4. Version Control
• Device Configuration
• Firmware Version
5. Configuration Control
• Local
• Remote
6. Network Documentation
61. 09/03/2023 61
Configuration Management can be
Summarized as:
• Device hardware and software inventory collection
• Device software management
• Device configuration collection, backup, viewing,
archiving, comparison
• Detection of changes to configuration, hardware, or
software
• Configuration change implementation to support
change management
62. 09/03/2023 62
Configuration
Management Information
Network Maps:
• Documents physical & logical network design
• Should be used as “background” for a fault management system
Software Inventories:
• Licensing Information
• Support Contract/Contact Information
Hardware Inventories:
• Make/Model
• Serial Number
• Property Accounting Tag Number
• Support Contract/Contact Information
63. 09/03/2023 63
Pembuatan Map Proses
Configuration Management
A. Fungsi / Proses Internal Configuration Management
(KPI : Availability Network, Growth, Efficiencies, Product life cycle) :
a. Design Solution
b. Allocate Spesific Resources to Service
c. Track and Manage Work Order
d. Implement and Configure Service
e. Test Service End to End
f. Activate Service
64. 09/03/2023 64
Pembuatan Map Proses
Configuration Management
a. Design Solution (KPI : Design Network Quality, efektifitas & efisiensi
jaringan)
Menetapkan solusi apakah menerapkan jaringan baru, upgrade yang sudah
ada atau hanya menambahkan aplikasi, bahkan menyediakan layanan end-to-
end kualitas yang efektif.
b. Allocate Spesific Resources to Service (KPI : Determine, Reserve, Release,
Allocated, Install and Commissioning Resource):
Investigating the ability to be able to satisfy specific service orders as a part
of a feasibility check, Reserving or allocating specific resources
Confirming availability of, or initiating an order for equipment
· Installing and commissioning specific resources following delivery.
65. 09/03/2023 65
Pembuatan Map Proses
Configuration Management
c. Track and Manage Work Order (KPI : Asset Utilization, Effectifity Planning)
- Creating work orders for preventive and corrective maintenance.
- Committing inventory to a work order.
- Scheduling multiple tasks, such as mechanical, electrical, and
so on, in a work order.
- Tracking the progress of a work order by status.
- Tracking work order costs, such as labor, materials, and so on.
- Recording unlimited detailed information about a work order.
- Completing and closing a work order.
67. 09/03/2023 67
Pembuatan Map Proses
Configuration Management
d. Implement and Configure Service (KPI : Custumer Satisfaction, Penjualan)
These processes are responsible for:
- Assessing and planning the approach to be undertaken for implementation,
configuration and activation.
- Re-using standard implementation, configuration and activation processes
applicable to specific services.
- Updating the information contained in the service inventory
68. 09/03/2023 68
Pembuatan Map Proses
Configuration Management
e. Test Service End to End (KPI : Availability, Interconnection Network, Mean Time
to Repair)
Tujuan melakukan Test Service end-to-end adalah untuk mengidentifikasi
dependensi sistem dan memastikan bahwa informasi yang tepat lewat di antara
berbagai komponen sistem.
69. 09/03/2023 69
Pembuatan Map Proses
Configuration Management
f. Activate Service (KPI : Custumer Satisfaction, Availability, Interconnection
Network)
Tujuan melakukan Activate service adalah agar sistem terdistribusi serta
menyediakan semua sarana yang diperlukan untuk instantaneous
deployment dan penyediaan layanan konvergen untuk bisnis yang mencakup
wilayah tradisional telepon, pengiriman multimedia dan akses jaringan.
70. 09/03/2023 70
Pembuatan Map Proses
Configuration Management
B. Fungsi / Proses Eksternal Configuration Management
Proses Proses eksternal yang terkait antara lain adalah :
a. SM&O (Service Management and Operation) Support and
Readiness
b. RM&O (Resources Management and Operation) Support
and Readiness
c. Asset Management
d. Procurement Management
