basic noc ticketing flow

1. iNOC Ticketing

2. ITIL Framework
1.Service Strategy:
1. ITIL emphasizes defining service strategies aligned with business objectives.
2. It helps in planning and implementing telecom services that meet customer needs.
2.Service Design:
1. ITIL's service design phase focuses on designing efficient and effective processes.
2. It helps in creating telecom services that are scalable, reliable, and maintainable.
3.Service Transition:
1. ITIL guides the transition of services from development to production.
2. This ensures that changes are managed smoothly, minimizing service disruptions.
4.Service Operation:
1. ITIL's service operation phase aligns with OTRS's operational capabilities.
2. It emphasizes incident management, problem management, and efficient service desk
operations.

3. ITIL for Complex Process
ITIL is a framework of policies, procedures, organizational structures, and metrics that
standardize delivery, support, and management of telecom services and infrastructure to ensure
high quality, reliability, and value for customers.
Some key aspects of ITIL for telecom providers:
◦ Service Catalogs: pre-defined telecom services and plans offered to customers
◦ Incident Management: Tracking, troubleshooting and resolving customer-impacting service
issues and outages
◦ Problem Management: Identifying root causes of incidents to prevent larger failures
◦ Change Management: Reviewing, approving and scheduling upgrades or changes to network
infrastructure
◦ Service Level Agreements (SLAs): Setting reliability and responsiveness metrics for customer
experience
◦ Process Workflow: Pre-defined flow for activity to increase the effectiveness of the operation.

4. Why need
•SLA Management:
• Define SLA Agreements
• Monitor SLA Compliance
• Automated SLA Notifications
•Customer Organization:
• Customer Self-Service
• Customer Communication
• Customer Satisfaction Feedback
•Service Organization:
• Structured Ticket Queues
• Efficient Assignment and Escalation
• Change Management
• Knowledge Base
•KPI Monitoring:
• KPI Definition
• Real-Time Metrics
• Performance Analytics
•Other Aspects:
• Process Automation
• Improved Incident and Problem Management

5. OTRS/ITIL compliant
1.Issue Tracking and Prioritization
2.Service Level Agreements (SLA)
3.Workflow Automation
4.Knowledge Base
5.Escalation and Notifications
6.Documentation
7.Customization

6. OTRS/ITIL compliant

7. OTRS/ITIL compliant
Executive Dashboard KPIs:
1.Ticket Volume:
2.Service Level Agreement (SLA) Compliance:
3.First Response Time:
4.Resolution Time:
5.Customer Satisfaction:
6.Escalation Rate:
7.Incident Trend Analysis:
Operation Efficiency KPIs:
1.Change Success Rate:
2.Incident Reduction Rate:
3.Mean Time Between Failures (MTBF):
4.Mean Time to Recover (MTTR):
5.Change Implementation Time:
Agent Efficiency KPIs:
1.Ticket Assignment and Resolution Rate:
2.Agent Workload Distribution:
3.First Contact Resolution (FCR):
4.Knowledge Base Utilization:
5.Ticket Reopen Rate:
6.Agent Productivity:
General ITIL-Compliant KPIs:
1.Incident-to-Problem Ratio:
2.Service Availability:
3.Backlog Analysis:

8. Going Forward
- Using ticket.ntc.net.np and GMCC for time being. KPI to defined from these ticketing portal and
forwarding it to COO.
- Work with ticket specs prepared by WSD to incorporate iNOC required
- integration of NE’s ongoing
- building more and more databases that represent NT assets.

9. OTRS

10. OTRS/ITIL compliant
1.Infrastructure Setup
1. Servers as per sizing
2. OS, DB, web server installed & configured
3. Redundancy and backups designed
2.OTRS Installation
1. Licenses procurement
2. Code deployment
3. System admin accounts config
3.Team Staffing
1. ITSM manager identified
2. Agents onboarding and training
4.Process Definition
1. Categorization of request types
2. Mapping of request to groups/queues
3. SLA policies per type of ticket
5.Rule Configuration
1. Business rules for workflow automation
2. Routing rules
3. Notification triggers
6.Integrations
1. API
2. Authentication integration with LDAP