ITIL Implemetation in Telecom

-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.