Strategic Step to JABO EXCELLENT

Feb 4th ,2013

Jabo Surveillance Organization

Jabo Surveillance
Surveillance (RFM) =========== **12 people (2/shift region*) Front Office RAN & TRANSMISSION =========== 24 people (3/shift region*) Back Office RAN & TRANSMISSION =========== 14 people (3/shift region*) RCM =========== **3 people (Office Hour)

Incident Mgmt
*2 shift 7/16 *shift region = each Jabo 1 and Jabo 2 **using existing

Management Process
Netcool

External Alarms

MOS 7100 WFM

RFM Existing

Netcool Internal Alarms MOS 7100 WFM MOS 5200 JABO FO

JABO BO

Escalation Level

FOP

Incident MGM

Management Process
RFM Existing : Handling Environment/External RBS Alarm Handling Site OOS due to power/transmission Dispatch to FOP JABO FO :

Handling Internal RBS Alarm First level troubleshooting, analysis the problem before dispatch to FOP JABO BO : Indicate first level analysis for repetitive and intermittent alarm 2nd level escalation Monitor MOS5200 for VIP Area Monitor FOP do the right action on field based dispatch from FO Analysis problem appears on Jabo Network and give preventive actions Handling VIP Complaint on Jabo Network and give root cause analysis ( correlation with TT/WO) Escalate or TR for 3rd party (BTS Hotel, BTS Repeater, etc) Shift leader Incident Management : 3rd level escalation Analysis for Repetitive problem and give preventive solutions Summary Report for Jabo Network then give improvement plan Lead meeting to all stake holder

Tools Overview
Tools Overview NetCool Alarm Monitoring System MOS 7100 for Trouble Ticket (TT) MOS 5200 for Performance Monitoring System WinFiol for 2G Ericsson Troubleshooting Amos for 3G Ericsson Troubleshooting

Tools Overview : Netcool Alarm Monitoring

Tools Overview : MOS 7100 (TT)

Tools Overview : MOS 5200 (Performance)

Tools Overview : Troubleshooting Tools

WinFiol for 2G Ericsson Amos (3G) EMAS (3G)

On Job Training Problem Handling

Expected to handle around 20 % of alarms

Alarm and Cause Identification, First TS

External Alarm, Identification impact services

Support Analyst, Provide Solution And Support FOP

BO

RFM Existing

JABO EXCELLENT FO

Coordination between FOP and BO to solve problem

Field Support and HW Replacement

Expected to handle directly around 50 % of alarms (HW Issues)

FOP

30 % Alarms related with transmission, unmonitored issues.

Achievements and Compliances

Achievements : All service impacted alarm are handled and dispatched properly Speed up alarm or performance degradation on concerned area ( Ring 0 Mall HP Center Airport) Daily progress report (Impacted service alert) More alarm can be solved without many external intervention
VIP complain will be handled and solved within SLA Problem and progress tracking Alarm database

Compliances : Zero miss alarm Reduce impacted service alarm to 70% Improved BTS availability to 98% No performance degradation caused by transmission link Reduce VIP complain on strategic area No sleeping cell (CS-PS)