Ollie Ollewagen 7 August 2013 NFS Portal Testing Progress.

Ollie OllewagenOllie Ollewagen

7 August 2013

NFS Portal Testing ProgressNFS Portal Testing Progress

Problems Identified

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• Stability of solution• IRTMS Helpdesk not available• Fault Reporting cumbersome• No feedback on items Reported• Test Heads maintenance issues

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Web PortalApplication

EAI – Enterprise Application Integration

ClarifyCustomer Info

WarehouseFault History

CBSNetwork Info / update

TaskMate IITesting

IRTMS

xAct

LoopCare

DSL_INFOXsuite

ITBM_INFO Xsuite

IP ActivatorInternet authentications

Portal UserTech

NFS Portal System Flow Diagram

SMS GatewaySMS messaging

T-AgentEN update / reset

xActDSLAM update / reset

Stability of solution

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• ITS Have done the following

• The server was spilt from 1 to 4 to manage additional load

• Memory and tread leaks on the Application were identified and resolved

• In-&-out bound Interface (EAI) problems were resolved

• Implement “Fog-light” to monitor and report major incidents

• ITS created a task team for the NFS Portal to ensure stability and manage incidents, the IT Executive responsible is immediately notified by the monitoring tools when the service degrades

• The development team did a complete code re-write in the application to handle the load

• Developed a method to provide better messages to technicians

• Continuously monitoring the application for improvements

• ITS enhanced test results to discriminate between Test head failures and Soft failures also providing better instructions to the technician on actions required. – 19 July 2013• Conditional Pass on test head failures with No retry • Will Indicate which failures require a manual retry

IRTMS Helpdesk not available

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• Part of ANTC and have long answer times due to staff also performing other functions

• ANTC staff do not have system skills to analyse problems

• Support Function moved to NFS System Support – 1 August 2013

Fault Reporting cumbersome

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• Technicians can only telephonically report faults• Call centers have no means of Reporting faults.

– Implemented a email with automatic tracking and feedback. - Done– Implement a reporting function via IPPACMAN - Done– Logged CR 10293 to provide Email function from NFS Portal screen

- Waiting for impact study and delivery date from ITS• Developed a report that can be extracted indicating all network and test

head failures. - Done• Investigate the possibility to use Foglight for identification of Network

and test head failures – To complete investigation in next month• Fault management process implemented between NFS and NCO

– Continues improvement will apply to improve repair of Test heads

No feedback on items Reported

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• Technicians never received feedback on faults reported.• With move to NFS System Support technicians will receive

updates via email.• Have logged CR 10305 for a notice board functionality to

give technicians updates on events and highlight problems – Waiting for ITS to do impact study and to provide feedback

• Have logged CR 10306 document distribution to assist techs to get hold of documents to assist them – Waiting for ITS to do impact study and to provide feedback

Test Heads not functional or maintained

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• IRTMS repair takes long due to spares availability– Have implemented an escalation and tracking process

• No formal Fault management process did exist for LoopCare. – Process now implemented with NNOC and NCO

• Work on effective routine maintenance on test heads to reduce faults.– Proactive monitoring– Identify problematic sites for investigation– Doing of regular 6 month routine on test heads

Testing Availability

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• IRTMS / LoopCare testing integrated in the following systems– Unibase – NFS Portal– CPH – Clarify for Call Centers

• All MSAN equipment is implemented with LoopCare testing capabilities.

Implementation

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• OPS Managers trained on how to use NFS Portal fully

• Technicians trained by OPS Managers• Included in Functional MSAN training• Included in CoE and ADSL refreshing material• Training material developed for Call Centers• Call Center Staff trained to use Upfront testing

Next Steps

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• Implement improvement drive for stability and up time for the test heads.

• Improve proactive reporting process to identify problems before it impacting operations.

Thank You!Thank You!

Ollie OllewagenOllie Ollewagen