ITIL Implemetation in Telecom


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How ITIL is implemented in Telecom to provide various services.

Service Transition and service operation

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ITIL Implemetation in Telecom

  1. 1. -bridging the divides Rohit Raisinghani Shaswati Mukherjee Shreeji Doshi Utkarsh Verma Vijay Shukla
  2. 2. Assumptions <ul><li>The DSL service is deployed with the existing underlying infrastructure. </li></ul><ul><li>The service transition and the operations are defined for VOIP service </li></ul>
  3. 4. 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
  4. 5. Planning and Support <ul><li>The planning is done by the IT Operations Manager. </li></ul><ul><li>The support function is headed by the Service Desk Manager </li></ul><ul><li>The process for planning and support for Service Transition is as follows: </li></ul><ul><ul><li>Deployment of all servers at varied locations simultaneously </li></ul></ul><ul><ul><li>Ensuring deployment of same configuration settings on the servers </li></ul></ul><ul><ul><li>Have a team of 2 people for deployment at every location </li></ul></ul><ul><ul><li>The testing of the service would be by providing the service to a selected few employees with existing Commtech DSL connections </li></ul></ul><ul><ul><li>Initial test calls for evaluating service parameters </li></ul></ul><ul><ul><li>The service parameters would be evaluated based on the filling of feedback forms for test calls </li></ul></ul><ul><ul><li>Survey forms to be filled by employees every 2 weeks </li></ul></ul><ul><ul><li>After satisfactory results, service would be rolled-out for all customers. </li></ul></ul>
  5. 6. Configuration Item , DML and Definitive Stores <ul><li>Configuration Items(CI) </li></ul><ul><ul><li>Servers , CPE-VOIP routers </li></ul></ul><ul><li>Definitive Media Library(DML) </li></ul><ul><ul><li>Call Managers </li></ul></ul><ul><li>Definitive Stores </li></ul><ul><ul><li>enclosed data centre for servers and cabinets for routers and switches in every exchange </li></ul></ul>
  6. 7. Configuration Management System <ul><li>The Deployment Team would form the Configuration Management Team </li></ul><ul><li>The roles would be as follows:- </li></ul><ul><ul><li>Providing preconfigured CPE for customers. </li></ul></ul><ul><ul><li>Maintenance of document about the configuration of Servers </li></ul></ul><ul><ul><li>Consistency in the configuration of servers at varied locations </li></ul></ul>
  7. 8. Change Management <ul><li>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. </li></ul><ul><li>The emergency CAB would be the IT Operations Manager </li></ul>
  8. 9. Process for Change Management <ul><ul><ul><li>The problem and the incident would be reported by the service desk </li></ul></ul></ul><ul><ul><ul><li>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 </li></ul></ul></ul><ul><ul><ul><li>In case of emergency , the change would be carried out with the consent of the IT Operations Manager. </li></ul></ul></ul>
  9. 10. Service Validation <ul><li>Questionnaire for user on completion of trial period for service </li></ul><ul><li>Customer Satisfaction(CSAT) forms for meeting the SLA of the service </li></ul>
  10. 12. 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.