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