proc net ms flm fm 01_ field fault management process_version 1.2

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For internal use

14-11-2014 D-524332371- 1 / 15 Nokia Solutions and Networks 2014

P&A, Q&P: Teuku Akbar, Herman Santoso

Field Fault Management Process Process

Author Navneet Kaushik

Owner Nandhakumar Ramasami

Organization H3I MS Project: IDN/FLM

Approver Rakesh Varma

Document ID

Document NO

Document TYPE

Document Status

Version

D524332371

PROC-NET-MS-FLM-FM-01

Controlled

Approved

1.2

Document location Sharenet

Change History Ver. Status Date Author Owner Checked by Checked Date

Reviewed Date

Reviewed by Approver

Approval Date

Description of changes

1 Approved 01.07.2014 Steve Joyce Steve Joyce Nandhakumar

Ramasami 01.07.2014 NA NA Rakesh Varma 01.07.2014

Initial Document

1.1 Approved 06.11.2014 Navneet Kaushik Nandhakumar

Ramasami Nandhakumar

Ramasami 06.11.2014 06.11.2014 Navneet Kaushik

Rakesh Varma 06.11.2014

Align with new template from Global

1.2 Approved 14.11.2014 Navneet Kaushik Nandhakumar

Ramasami Nandhakumar

Ramasami 14.11.2014 14.11.2014 Navneet Kaushik

Rakesh Varma 14.11.2014

Addition of TPD Process. Modification in Process Flow

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This material, including documentation and any related computer programs, is protected by copyright controlled by Nokia Solutions and Networks. All rights are reserved. Copying, including reproducing, storing, adapting or translating, any or all of this material requires the prior written consent of Nokia Solutions and Networks. This material also contains confidential information, which may not be disclosed to others without the prior written consent of Nokia Solutions and Networks.

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Contents 1. Purpose ..................................................................................................................... 4

2. Scope ........................................................................................................................ 5

3. Process ..................................................................................................................... 6

3.1 Process Flow Diagram .................................................................................. 7

3.2 Process Flow Description .............................................................................. 8

3.2.1 Work Order Creation ......................................................................... 8

3.2.2 Work Order Assignment .................................................................... 8

3.2.3 Work Order SMS Notification ............................................................ 8

3.2.4 Subco Help Desk Queue Monitoring ................................................. 8

3.2.5 Work Order Acceptance and Escalation ............................................ 8

3.2.6 Fault Localization ............................................................................... 8

3.2.7 Spare Parts Management Process .................................................... 9

3.2.8 Fault Resolution ................................................................................. 9

3.2.9 Care escalations ................................................................................ 9

3.2.10 Work Order Closure Request ............................................................ 9

3.2.11 GDC Fault Resolution Checking ........................................................ 9

3.2.12 Fault Work Order Closure Request ................................................... 9

4. Responsibilities ......................................................................................................... 10

4.1 GDC .............................................................................................................. 10

4.2 Subco Helpdesk ............................................................................................ 10

4.3 Subco Field Engineer .................................................................................... 10

4.4 Subco Cluster Team Leader ......................................................................... 10

5. Field Fault Management SLAs ................................................................................. 11

6. Guidance documents ................................................................................................ 12

6.1 Reporting ....................................................................................................... 12

6.1.1 Tools .................................................................................................. 12

6.1.2 Site Reports & Pictures Evidence ...................................................... 12

7. Appendixes ............................................................................................................... 13

7.1 SWA User Manual ......................................................................................... 13

7.2 Field Escalation Matrix .................................................................................. 13

8. References ................................................................................................................ 14

9. Terminology .............................................................................................................. 15

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1. Purpose This document describes the field fault management process for accepting, executing and reporting field based Work order tasks.

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2. Scope All In scope Network Elements including BSS, RAN, Transmission NEs, DC Power systems and Infrastructure.

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For internal use

3. Process The Field Fault Management Process, flow chart and Work Instruction should be used to give an overview and provide an understanding of Field Fault Management activities.

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For internal use



3.1 Process Flow Diagram

PROC-NET-MS-FLM-FM-01- Field Fault Management Process

Subco Cluster TL

SubcoField

Engineer

Subco Help Desk

GDC

E-E Fault Mgt Process

WO Raised in PT4 from TT

Field Esc Matrix

WO Assigned

WOReceived

WO Assign SMS

WOAccept

WOReceived

WOStatus Update

WOACK

WOClosed

Travel Displacement

Arrival to Site

Fault Localisation Spares Rqd

Y

Fault Resolved

N

WOACK WO

Status Update

N

WO Queue Monitoring

Y

Check Fault Resolution

Y

N

SPMSProcess

Field Support

Rqrd

Y

Fault Resolution

Request to close

R

e

g

i

o

n

F

L

M

t

e

a

m

Logistic Coordinator

Notification & Escalation

Y

CareEscalation Process

N

TPD Process

If Disbursement required

If support required for

HWS



3.2 Process Flow Description

This WI is broken down into detail steps in order for the reader to understand the process flow. It is assumed that the reader has knowledge of the E2E fault process and the tools used to track progress through the resolution actions

3.2.1 Work Order Creation

Alarm acknowledged by GDC, attempt first time fix

Follow Initial GDC process and assigned to Subco FLM team for intervention if required.

Trouble Ticket & task raised in PT4 and WO dispatched by SWA tool.

3.2.2 Work Order Assignment

WO automatically assigned to Field Engineer as per escalation matrix uploaded in SWA tool.

Subco helpdesk have access to SWA tool & they monitor the WO assignments & liason with Field team for updating travel displacement & onsite information on SWA tool.

3.2.3 Work Order SMS Notification

Notification of WO assignment will go via SWA tool to all the required stakeholders as per field escaltion matrix uploaded in SWA tool.If WO not accepted by field Engineer then Escalation & notification will go as per escalation matrix uploaded in SWA tool.

3.2.4 Subco Help Desk Queue Monitoring

Subco Help desk monitors the SWA tool & track the WO assignments & liason with field team for acceptance & action.

3.2.5 Work Order Acceptance and Escalation

After receiving WO Field Engineer will accept the WO & provide the travel dispacement & onsite information to Subcon helpdesk for updation in SWA tool.If WO not accepted by Field Engineer then the notification & escaltion will go to relevant stake holders as per escaltion matrix uploaded in SWA tool by field team.

3.2.6 Fault Localization

Field Engineer (s) uses knowledge and tools to identify site issue or equipment fault.

Resolve fault & send the close request.

GDC will check the fault restoration. If Fault restores then GDC will close the WO & If fault still persist then GDC will assign the WO to field or escalates to Care for assistance.For raising to Care GDC will follow the Care Escalation process.

If spares require then field Engineer will coordinate with logistic coordinator & update WO by calling to Subco helpdesk.



Logistic coordinator will follow the SPMS process for HWS related requirement or TPD (Third Party Disbursement) Process for all Disbursement related requirement.

3.2.7 Spare Parts Management Process

If spares required Field Engineer will coordinate with Logistic coordinator .

Logistic coordinator will follow the SPMS process for HWS related requirement or TPD (Third Party Disbursement) Process for all Disbursement related requirement.

3.2.8 Fault Resolution

Field Engineer will use technical knowledge along with spares and/or after technical escalation assistance for restoring the fault, resolve fault. GDC informed.

After restoring fault field Engineer will send WO closure request & inform to Subco helpdesk, GDC informed for action.

3.2.9 Care escalations After receiving close request from Field Engineer GDC will check the status of fault.

If Fault not restore & any technical support require then GDC will escalate the issue to Care via using Care escalation Process.

If fault not restore any any support require from fiels then GDC will assign WO to field engineer.

If Fault restore then GDC will close the WO.

3.2.10 Work Order Closure Request

After restoring fault field Engineer will send WO closure request & inform to Subco helpdesk, GDC informed for action.

3.2.11 GDC Fault Resolution Checking

After receiving close request from field Engineer GDC will check the fault taking in to account the initial fault symptoms.

If fault resolved then GDC will close the WO.

If Fault detected pass back to field engineer for further fault resolution action or escalte to Care as per Care escalation process for assistance.

3.2.12 Fault Work Order Closure Request

GDC test for fault against information in Trouble Ticket

If resolved move to work order closure.

After receiving close request from field Engineer GDC will check the fault taking in to account the initial fault symptoms.

If fault resolved then GDC will close the WO.



4. Responsibilities 4.1 GDC

Monitor network and Acknowledge alarms.

Assess alarm impact raise TT on PT4.

Attempt first time fix resolution and if field support required then GDC will raise WO to field team .

Followup with field team for WO closure.

Act on WO closure request from field team & verifying the fault restore.

If fault restore then close the WO. If fault not restore then pass back to field Engineer if action still required or raise to Care for support.

4.2 Subco Helpdesk

Monitor WO queue and ensure resources assigned and WO accepted by field Engineer.

Ensure progress of WO till closure request.

Accept calls from FLM team and update WO status in SWA as required .

4.3 Subco Field Engineer

Subco Field engineer will accept assigned WO and progress for action.

Follow Health & Safety guidelines and plan site visit to restore the fault.

Identify fault, arrange spares if required in coordination with logistic coordinator.

Fix fault or resolve issue and send close request.

4.4 Subco Cluster Team Leader

Subco cluster team leader will extend support to field engineers when requested.

Work with Subco Helpdesk to ensure WO tracked and completed.



5. Field Fault Management SLAs Equipment Class Critical Major Minor Information

Restore Resolve Restore Resolve I C. BSC/RNC 2 hours 24 hours 6 hours 5 Days 3 Weeks 3 Months II A. BB/SDH/ATM 4 hours 12 hours 6 hours 48 hours 3 Weeks 3 Months B. BTS HUB > 5 BTS 4 hours 12 hours 6 hours 48 hours 3 Weeks 3 Months C. PDH >/= 8 E1 (Un-protected) 4 hours 12 hours 6 hours 48 hours 3 Weeks 3 Months III A. BTS/Node B (Single BTS) (i) Dense Urban N/A N/A 6 hours 72 hours 5 Weeks 6 Months (ii) Urban N/A N/A 6 hours 72 hours 5 Weeks 6 Months (iii) Sub-urban N/A N/A 6 hours 72 hours 5 Weeks 6 Months (iv) Rural/Highway N/A N/A 6 hours 72 hours 5 Weeks 6 Months B. PDH >/= 8 E1 (protected) N/A N/A 6 hours 72 hours 5 Weeks 6 Months



6. Guidance documents Spare Parts Management Process Third Party Disbursement Process E2E Fault Management Process Care Escalation Process SWA User Manual Field Escalation Matrix

6.1 Reporting

6.1.1 Tools

PT4/SWA tools are used to generate reports

6.1.2 Site Reports & Pictures Evidence

Site reporting and evidence of damage or equipment replacement should be taken in picture format and passed to Subco TL for gathering and reporting.



7. Appendixes 7.1 SWA User Manual

myWFM user Mannual.pptx

7.2 Field Escalation Matrix

Field Escalation Matrix template.xlsx



8. References Document ID Document Title Location

524483847 Spare Parts Management Process

https://sharenet-ims.inside.nokiasiemensnetworks.com/Guest/Open/D524483847

524223090 E2E Fault Management Process


524225807 Care Escalation Process


524184750 Third Party Disbursement Process




9. Terminology Terminology Meaning

AM Alarm Monitoring CTL Cluster Team Lead FLM First Line Maintenance FM Fault Management FR Fault Report

GDC Global Delivery Center SMS Short Message Service TL Team Leader TT Trouble Ticket WI Work Instruction WO Work Order PT4 Trouble Ticketing tool SWA WO dispatching tool

proc net ms flm fm 01_ field fault management process_version 1.2

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