3. Effective Operations Approach For Managing Service Failures Service Failure Occurrence Failure Detection Root-cause Isolation Service Restoration Service Failure Closure Data Collection Service Impact & Affected customers Repair Procedures Observation & Usage Analysis
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5. From Chaos To Structured Service Management Network Resource Management Resource Service Model Network Resource Network Domain Regional Area Service Application Service Control Customers Service Quality Management Fault Detection Service Impact Service Usage Traffic Analysis Assurance Solution Signaling Application NG Network Legacy Network Probes Probes SIP CDRs SIP CDRs SNMP SNMP Diameter Legacy
6.
7. Being Proactive Starts with Minimizing Time to Detect Customer Complaint Network Trap Event Degradated Quality Event Service Impact Event Time to Detect a Failure Proactivity
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9.
10. Service Quality Degradation Detection Monthly usage of MobileTV service > 1.15*Usage in prior month Monthly calls on plan SummerTime <150% monthly calls to a destination during last 6 months Monthly average service availability SLO < 99.95% Session establishment success ratio < 95% Monthly average SMS Delivery time > 1.3* Monthly average delivery time last month Hourly short-duration calls >30% Total calls Monthly routed traffic to internet peering X <30% Total internet traffic First page success rate < 65% Increase of 30% in critical service alarms from last period Drop rate (period ‘n’) > 1.2*Drop rate (period ‘n-1’) Monitor Threshold Crossing Comparative Monitoring Monitor for Spikes Monitor for Trends Network Operations Center Engineering Marketing Management
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