3 Service Management & Operations
3 Service Management & Operations
3.1 Service Management & Operations Support & Readiness
3.2 Service Configuration & Activation
3.3.Service Problem Management
3.4 Service Quality Performance Management
3.5 Service Specific Instance Rating
3.1.1 Manage Service Inventory
3.1.2 Enable Service Configuration & Activation
3.1.3 Support Service Problem Management
3.1.4 Enable Service Quality Management
3.1.5 Support Service & Specific Instance Rating
3.2.1 Track & Manage Service Provisioning
3.2.2 Design Solution
3.2.3 Issue Service Orders
3.2.4 Allocate Specific Service Parameters to Services
3.2.5 Implement, Configure & Activate Service
3.2.6 Test Service End-to-End
3.2.7 Report Service Provisioning
3.2.8 Recover Service
3.2.9 Close Service Order
3.3.1 Track & Manage Service Problem
3.3.2 Create Service Trouble Report
3.3.3 Diagnose Service Problem
3.3.4 Survey & Analyze Service Problem
3.3.5 Correct & Resolve Service Problem
3.3.6 Report Service Problem
3.3.7 Close Service Trouble Report
3.4.1 Track & Manage Service Quality Performance Resolution
3.4.2 Monitor Service Quality Performance
3.4.3 Create Service Performance Degradation Report
3.4.4 Analyse Service Quality Performance
3.4.5 Improve Service Quality Performance
3.4.6 Report Service Quality Performance
3.4.7 Close Service Quality Degradation Report
3.5.1 Mediate Usage Records
3.5.2 Rate Usage Records
3.5.3 Analyse Usage Records
3.1.1.1 Capture Service Infrastructure Inventory Requirements
3.1.1.2 Capture Service Instances Inventory Requirements
3.1.1.3 Identify Service Inventory Repository Facilities
3.1.1.4 Establish Service Inventory Repository Facilities
3.1.1.5 Maintain Service Inventory Repository Facilities
3.1.1.6 Establish Service Inventory Management
3.1.1.7 Establish Information Capture Process
3.1.1.8 Manage Service Inventory Management
3.1.1.9 Manage Information Capture
3.1.1.10 Manage User Registration
3.1.1.11 Manage User Access Control
3.1.1.12 Audit Service Inventory Repository
3.1.1.13 Track & Manage Service Inventory Usage
3.1.1.14 Report Technical Issues
3.1.2.1 Manage Notification Lists
3.1.2.2 Forecast Service Infrastructure Volume Requirements & Run-out Timeframes
3.1.2.3 Plan Capacity
3.1.2.4 Establish Organisational Set-Up
3.1.2.5 Monitor Organisational Set-Up
3.1.2.6 Create Service Infrastructure Deployment Support Tools
3.1.2.7 Deploy Service Infrastructure Deployment Support Tools
3.1.2.8 Modify Service Infrastructure Deployment Support Tools
3.1.2.9 Upgrade Service Infrastructure Deployment Support Tools
3.1.2.10 Develop Service Infrastructure Capacity Deployment Rules & Controls
3.1.2.11 Promulgate Service Infrastructure Capacity Deployment Rules & Controls
3.1.2.12 Process & Procedure Management
3.1.2.13 Acceptance Testing
3.1.2.14 Shortfall Management
3.1.2.15 Roll-Out Coordination
3.1.2.16 Optimisation
3.1.2.17 Service Recovery
3.1.2.18 Report Deployed Capacity
3.1.2.19 Track & Monitor Service Infrastructure Deployment Processes
3.1.2.20 Update Service Inventory
3.1.3.1 Data Analysis
3.1.3.2 Request Additional Data Collection Schedule
3.1.3.3 Request Additional Performance Testing Schedule
3.1.3.4 Develop Proactive Maintenance Programmes
3.1.3.5 Manage Proactive Maintenance Programmes
3.1.3.6 Request Service Provisioning
3.1.3.7 Report Trend Analysis Results
3.1.3.8 Track & Monitor Service Problem Management Processes
3.1.3.9 Report Service Problem Management Processes Capability
3.1.3.10 Establish Service Problem Notification Facilities
3.1.3.11 Manage Service Problem Notification Facilities
3.1.4.1 Develop Proactive Monitoring
3.1.4.2 Develop Performance Threshold Standards Repository
3.1.4.3 Maintain Performance Threshold Standards Repository
3.1.4.4 Service Infrastructure Performance Trend Analysis
3.1.4.5 Report Trend Analysis
3.1.4.6 Monitor & Analyse Service Instance Analyses
3.1.4.7 Service Inventory Interrogation
3.1.4.8 Establish Service Quality Data Collection Schedules
3.1.4.9 Manage Service Quality Data Collection Schedules
3.1.4.10 Establish Planned Service Infrastructure Support Management Facilities
3.1.4.11 Establish Service Instance Outages Support Management Facilities
3.1.4.12 Establish Service Quality Control Plans
3.1.4.13 Maintain Service Quality Control Plans
3.1.4.14 Manage Service Quality Control Plans Testing
3.1.4.15 Run Service Quality Control Plans
3.1.4.16 Track & Monitor Service Quality Management Processes
3.1.4.17 Establish Service Quality Notification Facilities
3.1.4.18 Manage Service Quality Notification Facilities
3.1.4.19 Establish Service Quality Notification Lists
3.1.4.20 Manage Service Quality Notification Lists
3.1.4.21 Establish Service Quality Notification Reporting Processes
3.1.4.22 Manage Service Quality Notification Facilities Processes
3.1.4.23 Support the Support Customer QoS & SLA Management Process
3.1.5.1 Maintain Rating Information
3.1.5.2 Maintain Tariff Information
3.1.5.3 Process Rating Information
3.1.5.4 Process Tariff Information
3.2.1.1 Schedule Service Provisioning Related Activities
3.2.1.2 Assign Service Provisioning Related Activities
3.2.1.3 Coordinate Service Provisioning Related Activities
3.2.1.4 Generate Resource Order Creation Request
3.2.1.5 Escalate Service Orders Status
3.2.1.6 Track Service Order Execution Progress
3.2.1.7 Update Existing Service Order
3.2.1.8 Modify Service Order Status
3.2.1.9 Cancel Service Order
3.2.2.1 Design Customer Premises Equipment
3.2.2.2 Design Operational Methods
3.2.2.3 Assign Resources
3.2.2.4 Pre-Order Feasibility Study
3.2.2.5 Develop Implementation Plan
3.2.2.6 Assess Infrastructure Status
3.2.2.7 Determine Delivery Timescales
3.2.2.8 Monitor Service & Provisioning Efficiency
3.2.2.9 Undertake Business Assessment
3.2.2.10 Develop Detailed Design
3.2.2.11 Identify Service Order Requirements
3.2.3.1 Assess Customer Order
3.2.3.2 Select Service Order Form
3.2.3.3 Create Service Order
3.2.3.4 Modify Service Order
3.2.3.5 Record Bespoke Requirements
3.2.4.1 Determine Service Parameter Availability
3.2.4.2 Reserve Service Parameters
3.2.4.3 Allocate Service Parameter
3.2.4.4 Report Service Parameter Allocation
3.2.5.1 Assess & Plan Services
3.2.5.2 Identify Reusable Activities
3.2.5.3 Implement Services
3.2.5.4 Configure Services
3.2.5.5 Notify Relevant Parties
3.2.5.6 Update Service Inventory
3.2.6.1 Instigate Existing Supplier-Partner Defined Test Plan
3.2.6.2 Develop Internal Test Plan
3.2.6.3 Instigate Existing Internally Defined Test Plan
3.2.6.4 Capture & Store Test Results
3.2.7.1 Monitor Service Order Progress
3.2.7.2 Issue Change Notifications
3.2.7.3 Produce Management Reports
3.2.8.1 Develop Recovery Plan
3.2.8.2 Act On Recovery Plan
3.2.8.3 Report Recovery Proposal
3.2.8.4 Obtain Authorisation
3.2.8.5 Notify Involved Parties
3.2.8.6 Update Services & Parameters
3.2.9.1 Close Service Order Detail
3.3.1.1 Initiate Remote Service Testing
3.3.1.2 Update Service Trouble Report
3.3.1.3 Schedule Repair Activities
3.3.1.4 Assign Repair Activities
3.3.1.5 Coordinate Repair Activities
3.3.1.6 Schedule Restoration Activities
3.3.1.7 Assign Restoration Activities
3.3.1.8 Coordinate Restoration Activities
3.3.1.9 Generate Resource Trouble Report Creation Request
3.3.1.10 Confirm Service Problem Resolution
3.3.1.11 Track Execution Progress
3.3.1.12 Cancel Service Trouble Report
3.3.1.13 Escalate Service Trouble Report
3.3.1.14 Request 3rd Party Intervention
3.3.1.15 Coordinate Supplier-Partner Reporting & Management Processes
3.3.2.1 Open New Service Trouble Report
3.3.2.2 Format Received Information
3.3.2.3 Verify Received Information
3.3.2.4 Estimate Restoration Time
3.3.3.1 Verify Service Configuration
3.3.3.2 Run Service Diagnostics
3.3.3.3 Run Service Tests
3.3.3.4 Audit Services
3.3.3.5 Schedule Routine Tests
3.3.3.6 Report Results
3.3.3.7 Update Service Trouble Report
3.3.4.1 Detect Service Alarm Event Notifications
3.3.4.2 Collect Service Alarm Event Notifications
3.3.4.3 Initiate Service Alarm Event Record
3.3.4.4 Manage Service Alarm Event Record
3.3.4.5 Analyse Service Alarm Event Notification
3.3.4.6 Correlate Service Alarm Event Records
3.3.4.7 Filter Service Alarm Event Records
3.3.4.8 Report Service Alarm Event Record Status
3.3.4.9 Escalate Service Alarm Event
3.3.5.1 Invoke Automatic Restoration Activities
3.3.5.2 Invoke Manual Restoration Activities
3.3.5.3 Re-assign Services
3.3.5.4 Re-configure Service Parameters
3.3.5.5 Design Work-Around
3.3.5.6 Test Work-Around
3.3.5.7 Gain Work-Around Implementation Approval
3.3.5.8 Implement Work-Around
3.3.5.9 Update Trouble Report
3.3.6.1 Monitor Service Trouble Report Status
3.3.6.2 Notify Service Trouble Reports Status Change
3.3.6.3 Provide Management Reports
3.3.7.1 Close Service Trouble Report Detail
3.4.1.1 Update Service Performance Degradation Report
3.4.1.2 Schedule Analysis Activities
3.4.1.3 Assign Analysis Activities
3.4.1.4 Coordinate Analysis Activities
3.4.1.5 Schedule Service Performance Restoration Activities
3.4.1.6 Assign Service Performance Restoration Activities
3.4.1.7 Coordinate Service Performance Restoration Activities
3.4.1.8 Schedule Service Performance Repair Activities
3.4.1.9 Assign Service Performance Repair Activities
3.4.1.10 Coordinate Service Performance Repair Activities
3.4.1.11 Generate Resource Trouble Report Creation Request
3.4.1.12 Modify Service Performance Degradation Report
3.4.1.13 Modify Service Performance Degradation Report Status
3.4.1.14 Cancel Service Performance Degradation Report
3.4.1.15 Escalate Service Performance Degradation Report
3.4.2.1 Monitor Service Quality Performance Data
3.4.2.2 Record Service Quality Performance Data
3.4.2.3 Assess Service Quality Performance Data
3.4.2.4 Detect Quality Threshold Violations
3.4.2.5 Report Quality Threshold Violations
3.4.2.6 Report Service Degradation Notifications
3.4.2.7 Update Service Inventory
3.4.3.1 Create New Service Performance Degradation Report
3.4.3.2 Modify Existing Service Performance Degradation Report
3.4.3.3 Cancel Service Performance Degradation Report
3.4.3.4 Convert Received Information
3.4.3.5 Request Additional Information
3.4.4.1 Assess Service Quality Performance Information
3.4.4.2 Initiate Continuous Performance Data Collection Schedule
3.4.4.3 Modify Continuous Performance Data Collection Schedule
3.4.4.4 Cancel Continuous Performance Data Collection Schedule
3.4.4.5 Perform Root Cause Analysis
3.4.4.6 Service Interference Analysis
3.4.4.7 Update Service Inventory
3.4.5.1 Develop Service Improvement Plan
3.4.5.2 Apply Service Improvement Plan
3.4.5.3 Notify Improvement Proposal
3.4.5.4 Obtain Plan Application Approval
3.4.5.5 Notify Plan Start & Stop Events
3.4.5.6 Re-assign Services
3.4.5.7 Re-configure Service Parameters
3.4.6.1 Monitor Service Performance Degradation Report Status
3.4.6.2 Notify Service Performance Degradation Report Status Change
3.4.6.3 Provide Management Reports
3.4.6.4 Identify Constraints
3.4.6.5 Report Constraints
3.4.7.1 Close Service Quality Degradation Report Detail
3.5.1.1 Collect Usage Records
3.5.1.2 Validate Usage Records
3.5.1.3 Normalise Usage Records
3.5.1.4 Convert Usage Records
3.5.1.5 Correlate Usage Records
3.5.1.6 Group Usage Records
3.5.1.7 Report Mediated Records
3.5.1.8 Store Mediated Records
3.5.2.1 Identify Tariffs
3.5.2.2 Apply Tariffs
3.5.2.3 Identify Charging Algorithms
3.5.2.4 Apply Charging Algorithms
3.5.2.5 Update Usage Record
3.5.3.1 Assess Received Report Request
3.5.3.2 Generate Usage Report
3.5.3.3 Publish Usage Report
3.5.3.4 Store Usage Report
3.3.5.2.1 Traffic Control Procedure