PROC NET MS FLM FM 01_ Field Fault Management Process_Version 1.2

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For internal use

Field Fault Management Process Process

Author

Navneet Kaushik

Owner

Nandhakumar Ramasami

Organization

H3I MS Project: IDN/FLM

Approver

Rakesh Varma

Document ID

D524332371

Document NO

PROC-NET-MS-FLM-FM-01

Document TYPE

Controlled

Document Status

Approved

Version

1.2

Document location

Sharenet

Change History Ver.

Status

Checked Date

Date

Author

Owner

Checked by

Steve Joyce


01.07.2014

Reviewed by

Approver

Approval Date

NA

NA

Rakesh Varma

01.07.2014

Reviewed Date

1

Approved

01.07.2014

Steve Joyce

1.1

Approved

06.11.2014

Navneet Kaushik



06.11.2014

06.11.2014

Navneet Kaushik

Rakesh Varma

06.11.2014

1.2

Approved

14.11.2014

Navneet Kaushik



14.11.2014

14.11.2014

Navneet Kaushik

Rakesh Varma

14.11.2014

14-11-2014 – D-524332371- 1 / 15 P&A, Q&P: Teuku Akbar, Herman Santoso

Description of changes Initial Document Align with new template from Global Addition of TPD Process. Modification in Process Flow

© Nokia Solutions and Networks 2014

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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

4.

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

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 SLA’s ................................................................................. 11

6.

Guidance documents ................................................................................................ 12 6.1

7.

Reporting ....................................................................................................... 12 6.1.1

Tools .................................................................................................. 12

6.1.2

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

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 NE’s, DC Power systems and Infrastructure.



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3.

Process

For internal use

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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3.1

For internal use

Process Flow Diagram

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

E-E Fault Mgt Process

Field Esc Matrix

N Field Support Rqrd

Y

GDC

WO Raised in PT4 from TT

WO ACK

Notification & Escalation

WO Queue Monitoring

WO Status Update

WO ACK

Region FLM team

Y

N WO Received

WO Accept

Check Fault Resolution

WO Status Update

Travel Displacement

Subco Field Engineer

Fault Resolved

WO Assigned

WO Assign SMS

Subco Help Desk

N

Request to close

Y Arrival to Site Y Fault Localisation

Spares Rqd

N

Fault Resolution

Y

Subco Cluster TL

WO Received

TPD Process


If Disbursement required

Logistic Coordinator


If support required for HWS

SPMS Process

WO Closed

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 SLA’s

Equipment Class

I C. BSC/RNC II A. BB/SDH/ATM B. BTS HUB > 5 BTS C. PDH >/= 8 E1 (Un-protected) III A. BTS/Node B (Single BTS) (i) Dense Urban (ii) Urban (iii) Sub-urban (iv) Rural/Highway B. PDH >/= 8 E1 (protected)

Critical

Major

Minor

Information

Restore

Resolve

Restore

Resolve

2 hours

24 hours

6 hours

5 Days

3 Weeks

3 Months

4 hours 4 hours

12 hours 12 hours

6 hours 6 hours

48 hours 48 hours

3 Weeks 3 Weeks

3 Months 3 Months

4 hours

12 hours

6 hours

48 hours

3 Weeks

3 Months

N/A N/A N/A N/A

N/A N/A N/A N/A

6 hours 6 hours 6 hours 6 hours

72 hours 72 hours 72 hours 72 hours

5 Weeks 5 Weeks 5 Weeks 5 Weeks

6 Months 6 Months 6 Months 6 Months

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://sharenetims.inside.nokiasiemensnetworks.com/Guest/Op en/D524483847

524223090

E2E Fault Management Process


524225807

Care Escalation Process


524184750

Third Party Disbursement Process




9.

Terminology Terminology

Meaning

AM CTL FLM FM FR GDC SMS TL TT WI WO PT4 SWA

Alarm Monitoring Cluster Team Lead First Line Maintenance Fault Management Fault Report Global Delivery Center Short Message Service Team Leader Trouble Ticket Work Instruction Work Order Trouble Ticketing tool WO dispatching tool



PROC NET MS FLM FM 01_ Field Fault Management Process_Version 1.2

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