Operation and Maintenance

Technology for executives, Moscow - 13 September 2004Author: Martinus GrimsmoPresenter: Hans Myhre

Operation and MaintenanceGoals

Receive a complete and fault free network and services– System and network element acceptance test

Keep the complete network fault free– Restore faulty equipment as quick as possible (not redundant

eq.)– Service availability and call setup success close to 100% (>98%)– Service interruption (drop calls) close to 0% (<1%)

Integrate planned changes with minimum service interruptions– If not possible, interruption only at night time

Focus on services, keep the complete chain available

Operation and Maintenance Architecture

PSTNCN (Core Network)

CN (Core Network)RAN (Radio Access Network)

CS

(C

i rcu i

t S

witc

h )P

S (

Pa

cket

Sw

itch)

SGSN

GGSN

PCU

EIR

BTSNode B

BSCRNC

BTSNode B

MSC/VLR

HLR/AUC

GMSCVMS

SMSCIN

OMC-R

OMC-S

OMC

NMS

NMS: Network Management SystemOMC: Operation Maintenance Centre

Operation and Maintenancephilosophy

– Operation, maintenance and administration of the network shall be based on TMN (CCITT rec. M30)

– All the network elements and O&M systems shall be connected to a WAN-net, One terminal per technician

– NMC in one central location for monitoring and support

– NMC Tasks can be distributed if needed

– All information available on Web

– HW-maintenance i generally done by sub contractor

Operation and MaintenanceTasks Operation

– Alarm handling (NMS, monitoring of correlated alarms)• Fault detection• Dispatching (escalation and trouble ticket to field maintenance)

– Fault handling (OMC, use of dedicated terminals)• SW troubleshooting and contact with vendor helpdesk

• Support to field maintenance– Configuration handling (OMC, use of dedicated terminals)

• Routing and signalling changes• Frequencies and radio parameter changes• Upgrade and update changes

– Performance Management (OMC or performance tools, Metrica ..)• Analyse Statistic from BSS counters

– Security handling• HW and SW (fire, burglar, virus, etc..)

Maintenance– Corrective maintenance (laptop connection to equipment)

• Troubleshooting • Spare part handling (repair and logistics)• Drive tests and optimising

– Preventive maintenance• Quality assurance of houses and equipment

Operation and Maintenance Network Maintenance centre

Surveillance daytime Working hours: 0800 – 1600 monday to friday

– Surveillance and taking action on critical faults (2 persons)

– Telephone support for field engineers (3 persons)– Support on technical customer complaints (1 person)– Quality supervision and check-up on faults and information (1 person)– Frequent rotation - every person can handle any function

Support team Working hours: 0800 – 1600 monday to friday

– System specialists providing NMC with BackOffice support– Responsible for non-critical alarm handling on daytime,

i.e. major and minor alarms and performance mgmt.– Performing SW/HW maintenance and upgrades in switches and nodes– Responsible for system specific customer complaints

NMC off hours Mon – Fri 1600 – 2200, Sat & Sun & holidays 0800 – 2200

– Surveillance, action and telephone support (1 person).

– System specialists on call duty 24 hrs (9 in total)

– Customer service 24 hrs

Operation and Maintenance Field Maintenance

Outsourcing to 3.part (TnM to Telenor Networks)– Trouble ticket from NMC to sub contractors coordinator – Spare part send to and from maintenance centre– Installation

Own field technician in the Regions– Multi skilled personnel to handle BTS, MW, Fibre, power, air-condition, …– Ownership to app. 50 sites for corrective and preventive maintenance– Drive test and optimising

Logistics– Access control (access map, Key to buildings, contact persons…)– Own store with spare part and “repair and return” contract with vendor– Spare Part Management Service from vendor

• Vendor deliver all needed spare part to defined service point • Delivery times:2 hour for critical and 24 hour for not critical spare part

O&M strategy decisions •Centralised or decentralised surveillance •Own expert team or vendor dependent support•Own or outsourced Field maintenance•Own spare part or spare part service from vendors

DispatcherTrouble ticket

NMSSurveilance

Escalation

Support teamexperts

Field maintenance

Spare part

Operation and MaintenanceOverview

Vendor

Alarms

Info to CC and Management

Alarmanalysis

Trouble ticket, ok

Network Management SystemsTelenor Mobil

Network operation and alarm handling

– Electronical log (ELOG)

– Intranet and own website

– Customer complaint handling system (Eureka) Vendor dependent systems

– Ericsson GSM: CMAS/FM with ASM/ALV (R8R9)– Nokia GSM and GPRS: NMS/2000 with Alarm Monitor (T12) – NMT: Strax with A1 Monitor (Ericsson)– DXX: Fault Management (Tellabs/Matris)– Value Added Services: Patrol Explorer AAD– Nokia Tetra: NMS/400 with Alarm Monitor– IP core and access network: Nortel Passport NMS and

Optivity

Alarm handling

Alarm handling

Fault report system to/from 3rd parties

Warning to Management and others by seriousEvents (SMS, WAP).

NOVI, info aboutplanned work from Telenor Networks

“Traffic machine”

ELOGElectronic fault and

event handling system

STRAX(NMT)

Corrolation and site info

EUREKAinfo to/from

Customer Care

Internal WEB incl.Map presentation

PADDAInventory

managementsystem

ODIN(Customer Care)

FHS, trouble ticketingto/from Telenor Networks

VAS

CMAS(Ericsson

GSM)

NMS/2000(Nokia GSM)

NMS for X-nett

Patrol 2000(VAS)

HP openview

Grapihal presentation of net and service status for

3rd parties and own CC

Existing and future model for fault- and informationhandling

Partner-database

SLA-database

ExistingFuture

Subproject 8

Other project

OTL(Service

provider)

Supportprosess

TnM

INFOSYSTEM

INFORMASION-SYSTEM

End user

Internal/external

technical vendors

HW/ SW

Helpdesk (2. line) shall PROTECT 3. line:3. line has NO direct contact w. 3.Party/ end user

1. line 2. line 3. line 4. line

Network-administration

TnMCC

NettfrontHelpdesk

Internalhandling

LEARNING

Mobil

O

P

S

3.P

CC

What is practise for different vendors and in different company Ericsson provide TMOS for GSM Nokia provide NMS2000 for GSM Alcatel: Telenor:

– TMOS and NMS2000– ELOG as NMS system

Sonofon and Pannon– NMS2000

Vimpelcom– TMOS and Alatel S12 OMC

Dtac– NMS2000

DiGi– TMOS

Grameenphone– TMOS

Inventory system Telenor

– Padda – FUN9 for Finance and Roll out follow up.– PROSJEKTMAPPA for ordering of equipment and logistics.

Sonofon and Pannon– Nokia Dataware house

DiGi– Enterprise, Optima as a Data Base for Radio and Transmission planning

Vimpelcom evaluating– 1) C6000 fra Alcatel– 2) ROME fra Arkipelago (Ericsson)– 3) Visionael fra Visionael (HP)– 4) NIMS fra Incatel (norsk)

Service level options from vendors Service level options, changeable within 1 or 3 months

– Option 1 - Standard Service HoursNormal working hours Monday to Friday

– Option 2 – Extended Working Hours SupportMonday to Friday 08:00 hrs to 22:00 hrs

– Option 3 - 24 Hour x 7 Day Support 24 hrs per day 7 days per week.

On Site support

– Option 1 - Standard On-site ResponseOn-Site Service within 1 working day of a Site Service request being logged.

– Option 2 - One week On-site ResponseOn-Site Service within one week of a Site Service request being logged.

Access to tower

Security:

Two person requiredClimbing skill

NTNetIq

UNIXNMS-Agent

SMSCIN

Nokia NetMSCBSCBTS

Nokia GPRSFirewall

DNSSGSN

UNIXSNMP-Trap

CallCenter IVRUM

abovs01/02HP-OV NNM 6.01HP-OV IT/O 5.11HP-OV ECS 3.00

absrv01/02NMS2000 T12

HP-OV NNM 6.20HP-OV IT/O 5.11

SDHHP-OV NNM

SDH RadioBackbone

abalca/b abalc03->06 Alcatel mgmt 4.1 H2-01

AlcatelRadio

Modem/CPE

SurpassNetM V4N

SurpassHIA/HIG/HIQ

NM2100NM/EHFocus

abdxxdb1/cs1Tellabs

Martis DXX

SDH CableBackboneTeliaNet

PDHTransmission

abhis01Nokia NDW

PerformanceMgmt

Netman

RadioLinkEricsson

Sonofon O&M network