I tend to agree that there are no current Best Practices for
categorizations. With AR6, we really used no rhyme or reason for CTI. The
result is that we now have categorizations that are meaningless and make
reporting extremely difficult.
In our upgrade process, we have been through much debate on this subject,
and to date, have not come up with an agreed approach.
Here has been my recommendation.
Operational Categorization would refer to the state, product and symptom.
Very High Level
Tier 1 Tier 2 Tier 3
State Product Symptom
Out of Service DSL Cannot route
Out of Service POTS No dial tone
Out of Service Carrier-DS3 Circuit down
Degraded DSL Slow speed
Degraded POTS static on line
Degraded Carrier-DS3 taking errors
The important thing to remember, and what I have repeatedly stated, is that
regardless of the workgroup, everyone in the organization supports the
product catalog. Operations department generaly maintains/troubleshoots
equipment--that equipment supports a product.
Product Catalog lends itself to categorizing the equipment/software that
supports the product.
CI Item Tier 1 Tier 2 Tier 3
Manufacturer Model Version
Equipment Hardware DSLAM - None - Alcatel
7300 Rev A
Equipment Hardware DSLAM Card Alcatel
ATM-IF-2654 Rev A
Equipment Software DSLAM Card Alcatel
7300 1.24.78
IMO reporting is the key. From a service provider standpoint, I would like
to know:
what products(DSL,POTS, Carrier) am I spending the most time working on?
what symptoms (as a subset of product) am I correcting?
What products give me the most trouble?
>From the products(services) that we offer and the equipment that supports
those products,
What equipment fails most often?
Is a particular software release causing more problems?
Just a stab...Like I said, we have not determined an agreed upon approach.
I would LOVE to see what other telecoms are doing?
Danny Butler | Systems Engineer, NOC | CCI
Phone: 936.671.4882 | Fax: 936.637.0489
321 N. First St, Lufkin, TX 75901
honor virutis preamium
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