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Operation and Maintenance
Technology for executives, Moscow - 13 September 2004Author: Martinus GrimsmoPresenter: Hans Myhre
Operation and MaintenanceGoals
Receive a complete and fault free network and services– System and network element acceptance test
Keep the complete network fault free– Restore faulty equipment as quick as possible (not redundant
eq.)– Service availability and call setup success close to 100% (>98%)– Service interruption (drop calls) close to 0% (<1%)
Integrate planned changes with minimum service interruptions– If not possible, interruption only at night time
Focus on services, keep the complete chain available
Operation and Maintenance Architecture
PSTNCN (Core Network)
CN (Core Network)RAN (Radio Access Network)
CS
(C
i rcu i
t S
witc
h )P
S (
Pa
cket
Sw
itch)
SGSN
GGSN
PCU
EIR
BTSNode B
BSCRNC
BTSNode B
MSC/VLR
HLR/AUC
GMSCVMS
SMSCIN
OMC-R
OMC-S
OMC
NMS
NMS: Network Management SystemOMC: Operation Maintenance Centre
Operation and Maintenancephilosophy
– Operation, maintenance and administration of the network shall be based on TMN (CCITT rec. M30)
– All the network elements and O&M systems shall be connected to a WAN-net, One terminal per technician
– NMC in one central location for monitoring and support
– NMC Tasks can be distributed if needed
– All information available on Web
– HW-maintenance i generally done by sub contractor
Operation and MaintenanceTasks Operation
– Alarm handling (NMS, monitoring of correlated alarms)• Fault detection• Dispatching (escalation and trouble ticket to field maintenance)
– Fault handling (OMC, use of dedicated terminals)• SW troubleshooting and contact with vendor helpdesk
• Support to field maintenance– Configuration handling (OMC, use of dedicated terminals)
• Routing and signalling changes• Frequencies and radio parameter changes• Upgrade and update changes
– Performance Management (OMC or performance tools, Metrica ..)• Analyse Statistic from BSS counters
– Security handling• HW and SW (fire, burglar, virus, etc..)
Maintenance– Corrective maintenance (laptop connection to equipment)
• Troubleshooting • Spare part handling (repair and logistics)• Drive tests and optimising
– Preventive maintenance• Quality assurance of houses and equipment
Operation and Maintenance Network Maintenance centre
Surveillance daytime Working hours: 0800 – 1600 monday to friday
– Surveillance and taking action on critical faults (2 persons)
– Telephone support for field engineers (3 persons)– Support on technical customer complaints (1 person)– Quality supervision and check-up on faults and information (1 person)– Frequent rotation - every person can handle any function
Support team Working hours: 0800 – 1600 monday to friday
– System specialists providing NMC with BackOffice support– Responsible for non-critical alarm handling on daytime,
i.e. major and minor alarms and performance mgmt.– Performing SW/HW maintenance and upgrades in switches and nodes– Responsible for system specific customer complaints
NMC off hours Mon – Fri 1600 – 2200, Sat & Sun & holidays 0800 – 2200
– Surveillance, action and telephone support (1 person).
– System specialists on call duty 24 hrs (9 in total)
– Customer service 24 hrs
Operation and Maintenance Field Maintenance
Outsourcing to 3.part (TnM to Telenor Networks)– Trouble ticket from NMC to sub contractors coordinator – Spare part send to and from maintenance centre– Installation
Own field technician in the Regions– Multi skilled personnel to handle BTS, MW, Fibre, power, air-condition, …– Ownership to app. 50 sites for corrective and preventive maintenance– Drive test and optimising
Logistics– Access control (access map, Key to buildings, contact persons…)– Own store with spare part and “repair and return” contract with vendor– Spare Part Management Service from vendor
• Vendor deliver all needed spare part to defined service point • Delivery times:2 hour for critical and 24 hour for not critical spare part
O&M strategy decisions •Centralised or decentralised surveillance •Own expert team or vendor dependent support•Own or outsourced Field maintenance•Own spare part or spare part service from vendors
DispatcherTrouble ticket
NMSSurveilance
Escalation
Support teamexperts
Field maintenance
Spare part
Operation and MaintenanceOverview
Vendor
Alarms
Info to CC and Management
Alarmanalysis
Trouble ticket, ok
Network Management SystemsTelenor Mobil
Network operation and alarm handling
– Electronical log (ELOG)
– Intranet and own website
– Customer complaint handling system (Eureka) Vendor dependent systems
– Ericsson GSM: CMAS/FM with ASM/ALV (R8R9)– Nokia GSM and GPRS: NMS/2000 with Alarm Monitor (T12) – NMT: Strax with A1 Monitor (Ericsson)– DXX: Fault Management (Tellabs/Matris)– Value Added Services: Patrol Explorer AAD– Nokia Tetra: NMS/400 with Alarm Monitor– IP core and access network: Nortel Passport NMS and
Optivity
Alarm handling
Alarm handling
Fault report system to/from 3rd parties
Warning to Management and others by seriousEvents (SMS, WAP).
NOVI, info aboutplanned work from Telenor Networks
“Traffic machine”
ELOGElectronic fault and
event handling system
STRAX(NMT)
Corrolation and site info
EUREKAinfo to/from
Customer Care
Internal WEB incl.Map presentation
PADDAInventory
managementsystem
ODIN(Customer Care)
FHS, trouble ticketingto/from Telenor Networks
VAS
CMAS(Ericsson
GSM)
NMS/2000(Nokia GSM)
NMS for X-nett
Patrol 2000(VAS)
HP openview
Grapihal presentation of net and service status for
3rd parties and own CC
Existing and future model for fault- and informationhandling
Partner-database
SLA-database
ExistingFuture
Subproject 8
Other project
OTL(Service
provider)
Supportprosess
TnM
INFOSYSTEM
INFORMASION-SYSTEM
End user
Internal/external
technical vendors
HW/ SW
Helpdesk (2. line) shall PROTECT 3. line:3. line has NO direct contact w. 3.Party/ end user
1. line 2. line 3. line 4. line
Network-administration
TnMCC
NettfrontHelpdesk
Internalhandling
LEARNING
Mobil
O
P
S
3.P
CC
What is practise for different vendors and in different company Ericsson provide TMOS for GSM Nokia provide NMS2000 for GSM Alcatel: Telenor:
– TMOS and NMS2000– ELOG as NMS system
Sonofon and Pannon– NMS2000
Vimpelcom– TMOS and Alatel S12 OMC
Dtac– NMS2000
DiGi– TMOS
Grameenphone– TMOS
Inventory system Telenor
– Padda – FUN9 for Finance and Roll out follow up.– PROSJEKTMAPPA for ordering of equipment and logistics.
Sonofon and Pannon– Nokia Dataware house
DiGi– Enterprise, Optima as a Data Base for Radio and Transmission planning
Vimpelcom evaluating– 1) C6000 fra Alcatel– 2) ROME fra Arkipelago (Ericsson)– 3) Visionael fra Visionael (HP)– 4) NIMS fra Incatel (norsk)
Service level options from vendors Service level options, changeable within 1 or 3 months
– Option 1 - Standard Service HoursNormal working hours Monday to Friday
– Option 2 – Extended Working Hours SupportMonday to Friday 08:00 hrs to 22:00 hrs
– Option 3 - 24 Hour x 7 Day Support 24 hrs per day 7 days per week.
On Site support
– Option 1 - Standard On-site ResponseOn-Site Service within 1 working day of a Site Service request being logged.
– Option 2 - One week On-site ResponseOn-Site Service within one week of a Site Service request being logged.
Access to tower
Security:
Two person requiredClimbing skill
NTNetIq
UNIXNMS-Agent
SMSCIN
Nokia NetMSCBSCBTS
Nokia GPRSFirewall
DNSSGSN
UNIXSNMP-Trap
CallCenter IVRUM
abovs01/02HP-OV NNM 6.01HP-OV IT/O 5.11HP-OV ECS 3.00
absrv01/02NMS2000 T12
HP-OV NNM 6.20HP-OV IT/O 5.11
SDHHP-OV NNM
SDH RadioBackbone
abalca/b abalc03->06 Alcatel mgmt 4.1 H2-01
AlcatelRadio
Modem/CPE
SurpassNetM V4N
SurpassHIA/HIG/HIQ
NM2100NM/EHFocus
abdxxdb1/cs1Tellabs
Martis DXX
SDH CableBackboneTeliaNet
PDHTransmission
abhis01Nokia NDW
PerformanceMgmt
Netman
RadioLinkEricsson
Sonofon O&M network
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