1. Incident and Problem Management Scenario BPM Business Solution – Telco Industry

2. Customer Profile History Business Mission
Better Telecom originally started as land lines provider
Expanded by acquiring mobile operators & broadband operators
Business Mission
Expand globally beyond North America
Grow revenue base from existing customers 2

3. Challenges KEY BUSINESS PAIN: Customer satisfaction / retention
Major customer satisfaction issues relating to outage and promptness of response
Accelerating trend of customer defections (despite attractive incentives to stay)
Growing impact on revenue base
FIRST PRIORITY: “Broken” Incident and Problem Management Process
Separate Help Desk processes for landlines, mobile, broadband incidents
Poorly integrated Help Desk solutions for online (web), telephone, branch channels
NO unified view of customer incidents across products and channels
SECOND PRIORITY: Inflexible Order Fulfillment & Provisioning System
Marketing dept has identified emerging trends and developed new product packages
Current system takes > 6 months to roll-out new services (miss opportunity window)
Need to roll-out new product packages within 2 months to leverage consumer trends 3

4. Incident and Problem Management Process Issues
Operation teams usually work in reactive mode - triggered by customer complaints
Lack of objective insights on time spent at each step of the incident/problem management process
Enables to plan for optimum use of resources
Not enough automations in place for upfront ticket enrichment and problem isolation resulting in lot of manual work
Operations teams have to swivel chair between siloed / fragmented applications, tools and peer-colleagues.
Inability to track and monitor customer order progress, react to errors and unexpected delays
Inability to see key KPI required for evaluation of the process overall performance as required by various roles: process administrators, CSRs, business leaders

5. Expected Benefits from the Proposed Solution
Mean time to fix (MTTF) reduction
Increased customer satisfaction
Customer loyalty
Revenue protected due to customer churn
IT Staff redeployment / increase avoidance
Built in flexibility allows for business driven changes to be implemented with no or reduced IT involvement
New KPI and reports; new services; process reconfiguration
Reduced network downtime
Alerts when it takes too long to fix
Connection to network problem detection systems such as Netcool
Business User (CCR) and IT Staff productivity increase
IT cost savings
Faster time to value due to better IT productivity
Operation cost savings due to better productivity of CCRs
Lost revenue avoidance due to downtime
Network downtime results in revenue loss
Customer retention and loss of market share

6. Solution Overview Brief Overview Actors/Roles Actors Pre-conditions
This business process uses automation and choreography to streamline key process steps in the Incidence & Problem Management area in Telecom: Detect, Enrich, Diagnose, Fix, Verify, Close
Actors/Roles
Customer Service Representative (CSR) – interact with customers
Field Technician – fixes Network Troubles
NOC Technician – Network Operation Center (detects issues and verifies fixes related to network troubles)
Process Supervisors – Monitor day to day performance of the process to ensure there are no bottlenecks of SLA
Business Managers – oversees the process KPI for SLA compliance
Actors
Service Assurance Systems (Fault, Performance, Trouble Ticketing, Test & Diagnostics, etc.)
Pre-conditions
There is noticeable degradation in the service provided to a customer or in the network infrastructure that is impacting customer service
Post-conditions
The problem is successfully isolated, diagnosed and resolved

7. Proposed Project Scope
This is a pilot project and is limited to a subset of all possible automation scenarios in Incidence / Problem Management will not be covered
e.g. Escalation of trouble ticket is not covered
Based on the ROI from this pilot project further investment may be considered
ROI is measurements are built-in into the process:
KPI and reports that are generated automatically and available to LOB Manageress who sponsored this project
Compliance test will not be performed

8. Pilot Success Criteria
Being able to complete all the necessary steps in the Incidence & Problem Management use case through either human tasks or automated tasks
KPI and Reports can be used to measure ROI
Failure
Any errors or exceptions encountered in the service interfaces or mock services for the underlying service assurance systems or in the business space UI
Exception
Any communication / database / authentication / data validity exceptions

9. Incident & Problem Management Use Case
Problem Management - Network-Issues
System – Detect the problem
System – Triggers creation of a problem ticket
NOC Technician – Problem ticket gets submitted and assigned [DETECT]
NOC Technician – Enrich the problem ticket with further information on the problem along with any diagnostic information [ENRICH]
NOC Technician – Root cause determination [DIAGNOSE]
NOC Technician – Identify fix to repair the problem [FIX]
NOC Technician – Issue change management request to deploy the fix [FIX]
Field Technician – Performs actual work and fix the problem [FIX]
NOC Technician – Verify that the problem has been resolved & closes the problem [VERIFY]
Incidence Management – Customer Issues
Customer – Calls the Telecom to report a service issue
CSR – Creates problem ticket [DETECT]
Determines if problem came from Maximo or non-Maximo Help Desk
CSR – Enrich problem ticket with further information from the customer [ENRICH]
CSR – Attempts to link customer complaint to any known service-impacting issues / outages or resolve by self or triggers creation of a network problem ticket [DIAGNOSE]
CSR – Waits for problem to be resolved [FIX]
CSR – Verifies that the service is working and closes the incident [VERIFY]

10. Process Flows – Incident & Problem Management

11. Customer Problem Process Map

12. Variations
Network Issue Process and Customer Issues Process are very similar
Rather than having two different processes we want to deliver a single process invoking “Business Services”
The “Business Services” handle the points of variability
This can be done using Fabric, LOG JRules, Mediation Flows, WSRR, etc..
For Customer Issues, in the Detect Trouble service we have another “Business Service”
This point of variability determines handles the Maximo or non-Maximo help-desk as a single Service

13. Use of Standards
NGOSS eTOM
TAM
NGOSS OSS/J

14. Business Manager Dashboard – Key KPI
MTTF (Mean Time to Fix)
Average time duration taken to fix
MTTF Duration / total # of trouble tickets
MTTD (diagnosis) Duration
Average time spent on diagnosis
Uses Average function
MTTF (fix) Duration
Average time spent to fix

15. Business Manager Dashboard – Reports
Trouble tickets closed per NOC Technicians
The pie chart displays the number of tickets closed by each NOC Technician.
Number of tickets handled by Field Technician
The pie chart shows Trouble Ticket Fixed by each Field Technician for the given period
Number of tickets by status
Closed and open
Number of tickets by CFS (CSR) vs NOC Technician

16. Dashboards Service Status Ticket Status Ticket Distribution
Customer Churn %
VPN Availability (red/yellow/green)
IMS Availability (red/yellow/green)
IPTV Availability (red/yellow/green)
Ticket Status
Number of Tickets 7+ Days Old
Number of Tickets 15+ Days Old
Number of Tickets 30+ Days Old
Number of Tickets Open
Number of Tickets Closed
Number of Tickets Escalated
Ticket Distribution
Tickets by Severity: Sev. 1-4
Tickets by Service: IPTV, VPN IMS
Tickets by Vendor: CISCO, Juniper, Nortel, Alcatel, Huawei, Nokia
Today’s Top 10 Issues
Historical Trends

17. Business Measures Mean time to repair Ticket Volume
By service – Internet, VOIP, IPTV
By Network – DSL, IP, Transport, Mobile
Service / Network availability (%)
No. / % of customers impacting outages

18. Dashboards Historical Trends Today’s Top 10 Issues Ticeket # Severity
Start Time
Status
Issue Summary
Owner
INC 1
11/1/08 10:00am
Working with vendor.
Nortel router outage affecting VPN customers in Chicago area.
NG-NOC
INC 2
11/1/08 9:30am
Removing patch.
Multicast sessions not being setup affecting broadcast TV for south region.
IPTV-NOC
INC
11/1/08 6:15am
Routing issues - causing congestion for VPN.
IP-NOC
INC
10/30/08 11:00pm
Troubleshooting RCA.
Can't route internet traffice to asia.
Transport-NOC
INC
10/30/08 10:30pm
Escalated to IT.
DNS server crashing.
IT-Operations

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