Network Operations Centre KPIs
Purpose
The purpose of these KPIs is to assist Network Operations Centre staff and management optimise throughput thereby helping reduce costs, and maximise profit.
They provide pointers at the Network Operations Centre performance in the business, both as individuals and contributory components of teams and departments.
KPIs use either a single parameter or a combination of parameters, often generated automatically by 'counters' whereby the output is a comprehensive performance indicator in itself.
These counters can be built into the Network Operations Centre tools, the Network Operations Centre management systems or programmed individually to suit local requirements.
Scope
The scope of these Key Performance Indicators is limited to activities, as defined by the organisation, to lie inder the relevant business area.
However the data used by and/or collected by the counters and measurement tools could originate from anywhere within - or without - the business.
Each individual KPI is reviewed to assess it's "
fitness for purpose" on a periodic basis as defined by the KPI owner.
This is a temporary message - once each individual 'scope" document is written, it will be replaced within the coding that produced this KPI document.
Definitions
Each KPI is described by the following items:
- KPI ID Number: contains the full name of the KPI.
- Target Value: contains the max or min threshold
- Frequency: describes the type of measurement i.e. daily, weekly, or monthly.
- Description: this item provides short explanation of the KPI.
- Formula: this item contains the formula composed by the counters for the KPI.
- Counters: this item contains counters used for calculation and described how they are triggered.
- Object Class: this item shows from which element the measurement statistical data are taken.
- Tools: this item shows which tool is used to calculate the KPI.
- Trigger: the event that starts the KPI measurement.
- Terminator: the event that stops the KPI measurement.
- Parameter: the limiting factor in a performance measurement
- Unit Range: this items shows the unit range value of the KPI.
- Review Period: this defines the aging process of the KPI. It helps management ensure it's use is relevant.
- Owner: this item reflects who has the authority to adjust the KPI paramaters and to whom any queries should be addressed concerning the measurements.
- Remark: this item is sometimes added to write notes and additional information.
- Process: the process or processes (or work instruction/procedure) to which this KPI is applicable. Please note that any links shown are under development and not yet functional
A measurement type can have several sub-counters; therefore the used sub-counters are listed in brackets with following meanings as examples:
- [3]: sub-counter 3 has to be taken.
- [1,2,4]: sub-counters 1, 2 and 4 have to be added.
- [1 - 4, 7 - 10]: sub-counters 1, 2, 3, 4, 7, 8, 9 and 10 have to be added.
- [all]: all sub-counters have to be added.
Not all Definitions apply to every KPI. Where an element has no value in the database, it is not displayed.
Note that when the average of a series of inputs is calculated, this is taken to be the arithmetic MEDIAN.
Measurables
Click on a button for more details of the KPI.
| KPI NOC1 |
Service Performance Report |
| Description |
NOC provides Service Performance Reports to Customer Business Management. Agreed format and timetable for provision of reports |
| Counter Descriptions |
Meet agreed report delivery timetable
|
| Trigger |
SLA and agreed schedule between NOC and Customer Business Management |
| Terminator |
None required |
| Process |
| |
| KPI NOC2 |
Special Event Notification |
| Description |
Customer Call Centre issues special event notification to NOC. Customer Call Centre issues service Trouble Ticket with details of event. |
| Counter Descriptions |
Time to complete CM changes. Time to respond to Customer Call Centre,
|
| Trigger |
Customer Call Centre identifies event that will likely cause problems with network. |
| Terminator |
Completed Trouble Ticket. NOC contacts Customer Call Centre for information / liaison when needed. NOC Network Surveillance duty analyses Trouble Ticket. |
| Process |
| |
| KPI NOC3 |
End User Fault Report |
| Description |
Customer Call Centre reports End User fault report. Trouble Ticketing System |
| Counter Descriptions |
Time to fix fault. Time to hand back to Customer Call Centre for other action
|
| Trigger |
Customer Call Centre issues Trouble Ticket to NOC |
| Terminator |
Completed Trouble Ticket. NOC contacts Customer Call Centre for information / liaison |
| Process |
| |
| KPI NOC4 |
Standard Service Delivery Request |
| Description |
Customer Call Centre requests delivery of standard services to end user. Customer Call Centre issues Work Order to NOC. The Work Order contains agreed levels of information. |
| Counter Descriptions |
time to complete job (various depending on type of job. Job categories to be agreed). time to refer Work Order order back to NOC if incomplete
|
| Trigger |
End User requests service from Network Operator/Customer Call Centre |
| Terminator |
NOC carries out job and returns completed Work Order to Customer Call Centre, or returns Work Order to Customer Call Centre if Work Order not properly specified |
| Process |
| |
| KPI NOC5 |
Non-standard Service Delivery Request |
| Description |
Customer Call Centre requests delivery of non-standard services to end user. Customer Call Centre places Work Order to NOC complete with technical solution. Customer Call Centre may omit technical solution in which case NOC will turn Work Order back to NP&E |
| Counter Descriptions |
time to complete job (various depending on type of job. Job categories to be agreed). time to forward to NP&E and respond to Customer Call Centre if Work Order order is incomplete
|
| Trigger |
End user requests non-standard service from Customer/Network Owner. Customer Call Centre should refer request to NP&E for technical solution |
| Terminator |
NOC carries out job and returns completed Work Order to NP&E or Forwards Work Order to NP&E for technical solution plus information to Customer Call Centre. |
| Process |
| |
| KPI NOC6 |
Information Request |
| Description |
Network Planning & Engineering, Customer Business Management or Customer Call Centre request for information from NOC. Network Planning & Engineering, Customer Business Management or Customer Call Centre issues Work Order to NOC. |
| Counter Descriptions |
Time to confirm receipt of Work Order. Meet agreed report delivery target
|
| Trigger |
Network Planning & Engineering, Customer Business Management or Customer Call Centre may specify need for additional information from the NOC. This will be either a one-off or regular continuing demand. |
| Terminator |
Confirm receipt of Work Order. Agree format and timetable for provision of report. |
| Process |
| |
| KPI NOC7 |
End User Fault Resolution Progress Report |
| Description |
NOC contacts End User to progress fault resolution. NOC receives fault notification from the Trouble Ticket system. |
| Counter Descriptions |
Time to fix fault.
|
| Trigger |
The Trouble Ticket system has passed an End User fault report to the NOC. NOC requires contact with the End User to fix the fault and test the results |
| Terminator |
NOC analyses fault and determines that contact with end user is required. Details will be included in the Trouble Ticket. If not, NOC contacts Customer Call Centre for contact details and updates Trouble Ticket. |
| Process |
| |
| KPI NOC8 |
Fault Restoration Report |
| Description |
NOC detects and fixes service affecting fault and reports to Customer Call Centre. Automatic network monitoring alarms and Trouble Ticket system |
| Counter Descriptions |
time to register fault on Trouble Ticket system, time to fix fault, time to report service affecting fault to Customer Call Centre
|
| Trigger |
NOC on-line surveillance identifies network fault affecting service |
| Terminator |
Service affecting faults reported to Customer Call Centre and NP&E. Other faults logged on Trouble Ticket system |
| Process |
| |
| KPI NOC9 |
Billing Report |
| Description |
NOC provide Billing Information to Customer Call Centre. File transfer or tape transfer from NOC systems to Customer Call Centre systems |
| Counter Descriptions |
Agreed schedule for information transfer in SLA. Time to complete data re-transmission requested by Customer Call Centre
|
| Trigger |
Regular scheduled activity - SLA with Customer Call Centre |
| Terminator |
Customer Call Centre confirms receipt or requests re-transmission |
| Process |
| |
| KPI NOC10 |
Network Event Notification |
| Description |
NOC supplies information to Customer Call Centre and/or NP&E resulting from network event. Written notification from NOC to NP&E/Customer Call Centre |
| Counter Descriptions |
Advance notice to Customer Call Centre/NP&E before network change.
|
| Trigger |
NOC identifies impact on network service or facility resulting from planned configuration changes (upgrades, planned works etc.) |
| Terminator |
Confirmation of receipt |
| Process |
| |
| KPI NOC11 |
Network Element Integration |
| Description |
NOC integrates new/extended network element supplied by NOC Operator. Customer Network Planning and Engineering issues work order to NOC to integrate new/extended element into existing network. |
| Counter Descriptions |
Time to confirm work order. Time to complete integration activities
|
| Trigger |
Customer orders new/extended network element from NOC Operator. Supplied under separate contract arrangements from the NOC |
| Terminator |
NOC confirms receipt of work order. NOC and NOC Operator agree integration plan and complete activities. All problems resolved or escalated within NOC Operator. Confirm completion to work order to Customer |
| Process |
| |
| KPI NOC12 |
3rd Party Network Element Integration |
| Description |
NOC integrates new/extended network element supplied by other company. Customer NP&E issues Work Order to NOC to integrate new/extended element into existing network. Work Order includes detailed integration activity requirements |
| Counter Descriptions |
Time to confirm work order. Time to escalate problems to Customer NP&E. Time to complete integration activities
|
| Trigger |
Customer orders new/extended network element from non-NOC Operator supplier. |
| Terminator |
NOC confirms receipt of Work Order. NOC and supplier agree integration plan. Problems or disagreements escalated to Customer NP&E. |
| Process |
| |
| KPI NOC13 |
Network Element Fault Report |
| Description |
NOC reports fault to Other Network Supplier. NOC issues fault report to other operator. Customer has Service Level Agreement with that operator. |
| Counter Descriptions |
Time for NOC to report fault to other operator. Time for other operator to fix fault and report to NOC
|
| Trigger |
NOC identifies fault in network element maintained by another operator. |
| Terminator |
Other operator confirms receipt of Fault Report and reports progress and completion to NOC. |
| Process |
| |
| KPI NOC14 |
Field Service Activity Request |
| Description |
NOC orders Field Service Organisation action: a. Fault repair b. Network Configuration Change c. Routine Maintenance d. Miscellaneous action request. NOC issues Trouble Ticket to FSO with action, manpower, and network resource plans |
| Counter Descriptions |
Time to complete requirements of NOC work order.
|
| Trigger |
a. NOC identifies fault, analyses reasons and plans solution requiring FSO. b. NOC plans configuration change requiring FSO. c. Routine maintenance schedule requires FSO action. d. NOC has one-off requirement for FSO action. NOC has Service Level Agreement with FSO |
| Terminator |
FSO confirms receipt of Trouble Ticket, carries out NOC instructions, completes inventory changes, and provides feedback to NOC |
| Process |
| |
| KPI NOC15 |
Network Performance Report |
| Description |
NOC provides Network Performance Reports to NP&E. Agreed format and timetable for provision of reports |
| Counter Descriptions |
Meet agreed report delivery timetable
|
| Trigger |
SLA and agreed schedule of reports provided by NOC |
| Terminator |
None required |
| Process |
| |
| KPI NOC16 |
Network Audit Report |
| Description |
NOC provides network audit to NP&E. Agreed format and content of audit to be consistent with Network Plan |
| Counter Descriptions |
Complete audit and provide to NP&E by end of October each year.
|
| Trigger |
Annual task in October - SLA with NP&E |
| Terminator |
NP&E to confirm audit and use as basis of network plan. See separate Activity |
| Process |
| |
| KPI NOC17 |
Network Plan Report |
| Description |
NP&E provides network plan to NOC. Agreed format and content of network plan to be consistent with network audit. |
| Counter Descriptions |
Completed plan supplied to NOC by end of November each year.
|
| Trigger |
Annual task in November - SLA with NOC |
| Terminator |
NOC confirm receipt |
| Process |
| |
| KPI NOC18 |
Network Fault Report |
| Description |
NOC reports network fault to Other Network Operator. NOC has pre-defined single point of contact with other network operator. Fault information is faxed to other network operator as well as personal contact. Contract or SLA between Customer and other network operator defines terms of service. |
| Counter Descriptions |
Time for NOC to report fault to other network operator. Time for other network operator to fix fault.
|
| Trigger |
NOC identifies fault in network interconnection with other network or with capacity provided (leased circuit) by other network operator. |
| Terminator |
Other network operator should supply fault reference to NOC and contact for co-ordination. |
| Process |
| |
| KPI NOC19 |
Service Disruption Report |
| Description |
NOC has pre-defined single point of contact with other network operator. Information is faxed to other network operator as well as personal contact. Faxed report should contain agreed information levels as set in SLA. |
| Counter Descriptions |
Time to report service disruption to other operator
|
| Trigger |
NOC action (maintenance, internal fault resolution, configuration change) will show as service disruption to other network operator. Contract or SLA between Customer and other network operator defines terms of service. |
| Terminator |
Other network operator to confirm receipt of information and to state any requirement arising from NOC action. |
| Process |
| |
| KPI NOC20 |
NP&E Network Inventory Report |
| Description |
NP&E delivers inventory information for network element equipment to NOC. Supplies equipment inventory information to NOC in agreed format defined SLA with NOC |
| Counter Descriptions |
Time to update inventory system information. Time to respond to NP&E
|
| Trigger |
Customer NP&E supplies new equipment to NOC:
- additional spare parts
- network element extensions
- returns repaired items |
| Terminator |
NOC enter new equipment information into NOC inventory systems responds to NP&E if inventory information insufficient or in error |
| Process |
| |
| KPI NOC21 |
NP&E Configuration Change Request |
| Description |
NP&E orders network configuration change. NP&E issues Work Order to NOC |
| Counter Descriptions |
Dates for job completion and milestones as specified in Work Order. Completed Work Order returned to NP&E
|
| Trigger |
NP&E determines need for network change. NP&E produces network change plan. |
| Terminator |
Confirm receipt of Work Order and agree requirements |
| Process |
| |
| KPI NOC22 |
ONO Fault Report |
| Description |
Other Network Operator reports network fault to NOC. Faxed report to NOC plus optional telephone. Faxed information should contain agreed information levels as set in SLA. |
| Counter Descriptions |
Time to confirm receipt of Work Order. Meet agreed report delivery target
|
| Trigger |
The Other Network Operator identifies fault in Customer's network. Contract or SLA between Other Network Operator and Customer defines service. |
| Terminator |
NOC to confirm receipt of fault report and supply NOC reference and contact for co-ordination. |
| Process |
| |
| KPI NOC23 |
ONO Configuration Change Request |
| Description |
Other Network Operator requests configuration change to network. Either: 1. Other operator approached Customer NP or 2. Written of Faxed requirement direct to NOC |
| Counter Descriptions |
Time to forward requirement to NP and notify other network operator.
|
| Trigger |
Other network operator action requires a configuration change in Customer's network. Contract or SLA between Customer and Other network operator defines services levels. |
| Terminator |
1. Customer NP creates Work Order for configuration change (see elsewhere) or 2. NOC forwards change request to NP and notifies Other network operator |
| Process |
| |
| KPI NOC24 |
ONO Service Disruption Notification |
| Description |
Other Network Operator reports service disruption to their network. Written or faxed notification from Other network operator to NOC. |
| Counter Descriptions |
Time to respond to Other network operator. Completion of temporary configuration changes as appropriate.
|
| Trigger |
Other network operator action in their network will have impact on service in the Customer's network. SLA between other network operator and Customer. |
| Terminator |
NOC confirms receipt of notification. Fault management identifies impact on Customer's network and determines: whether any temporary network action is required. Initiates Configuration Management Process if required. Informs Customer Call Centre of any impact on services |
| Process |
| |
| KPI NOC25 |
NOC Systems Support |
| Description |
NOC Operator provides support for NOC systems. NOC makes written/fax request to NOC Operator support organisation. |
| Counter Descriptions |
Time to supply service
|
| Trigger |
NOC requires assistance with NOC systems. SLA between NOC and other NOC Operator companies will define service levels to be provided |
| Terminator |
Support provided in line with SLA |
| Process |
| |
| KPI NOC26 |
GRC Technical Support Request |
| Description |
NOC Operator GRC provides technical support service to NOC. NOC has 24hr contact with GRC and will contact GRC in line with SLA. Formal requests for assistance will be faxed. |
| Counter Descriptions |
GRC response time
|
| Trigger |
NOC action (either Fault Management or Configuration Management) determines that technical assistance and or system changes are required to complete NOC actions. An SLA between the NOC and GRC will define service levels to be provided by the GRC. |
| Terminator |
GRC will provide technical assistance to NOC and or direct action on the network element(s) involved e.g. software amendment by data link to element. |
| Process |
| |