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Operations and Maintenance
A stated plan for ongoing operations of an IPT network ensures maximum availability and quick problem resolution. This section is a preliminary check and covers the presence and foundation that built (or will build) the operations plan.
Network Management System
This section reviews the existing network management systems (NMSs) and procedures used to manage the current network in the customer organization by asking the questions listed in Notes/Comments" section to specify whether you would like to use the same NMS products to manage the IPT network or have some other requirement.
4
If you have multiple NMS products, do they integrate with any other system or product to provide a single view of the complete network?
Yes NoProduct:
Version:
5
What kind of reports would you like the IPT system to generate?
Use the "Notes/Comments" section to provide details of the reports, sample formats, and how often the reports are to be generated.
6
Do you want the IPT system to generate billing records?
Yes No 7
Do you currently use billing software to generate the billing records? If yes, give the details about this product in the "Notes/Comments" section.
Yes No 8
Do you have an external partner who provides the billing reports?
Yes No 9
If the answer to question 8 is yes, how does this process work?
Use the "Notes/Comments" section to provide details such as how you provide your current Call Detail Records (CDRs) to the external billing vendors and attach the sample billing report format.
10
What is the organizations process for submitting and approving change management requests?
11
What is the average turn-around time for submitted change management requests to be approved or denied?
Notes/Comments
The following are examples of some management and operational reports:
Device utilization
Trunk utilization
System availability reports
Call-processing server availability
Voice-mail system availability
Application server availability
IP phone availability
Branch availability
Summary of critical outages
Summary of critical events generated
Summary of problems reported and resolution times
Remote Network Monitoring/Management
Many customers are opting for Remote Network Monitoring/Management (RNM) service, which is provided by third-party vendors to remotely monitor various network devices 24 hours a day, 7 days a week. RNM service generates alerts to customer personnel when critical events occur and instructs them in which proactive corrective measures to take. RNM service allows customers to offload their internal staff from monitoring the network status, thus saving money. Use the questions listed in Table C-12 to understand your customers current network management provider and plans with the deployment of IPT.
Table C-12. Remote Network Monitoring/Management
No.
Question
Answer
1
Does the organization have a monitoring system in place?
Yes No 2
Does the organization use an external vendor to provide remote network monitoring?
Yes No 3
If the answer to question 2 is yes, how is the vendor provided access to your network?
Dial-up Leased VPN Other: 4
Do you want to outsource the network management of the IPT system to an external vendor?
Yes No 5
What are the requirements and standards for a third party to be an RNM provider for your network?
Use the "Notes/Comments" section to provide the requirements and standards that vendors must meet to be your RNM provider.
6
Where do you want the network operations center (NOC) to be locatedyour premises or the vendors premises?
Own Vendor 7
Is the fault management system capable of notifying operations personnel if soft failures occur?
Yes No Notes/Comments
The information that you collect in this section helps you understand whether the customer already uses an RNM service provider to monitor the existing network. Also, if the customers requirement is to outsource the monitoring of the IPT network to the RNM service provider, you need to understand how the current RNM service provider accesses the network, polls the device status information, etc. You also need to engage the RNM service provider from the beginning of the IPT project, so that it can plan for the monitoring equipment and staff to manage the new IPT network. Some of the tasks that an RNM vendor can provide to a customer are as follows:
Manage IPT call-processing servers and other application servers.
Provide proactive and reactive support of QoS on the IPT network (LAN and WAN).
Perform logical (soft) moves, adds, and configuration changes.
Provide a single point of contact in response to trouble calls and tickets.
Generate web-based reports and ticket notification.
Remotely perform software upgrades and patches.
Follow up with product vendors for replacement of defective hardware components.
Perform routine backup operations.
Ticket, track, and escalate carrier outages to the service provider.
Coordinate with telephone service providers.
Maintenance/Support Contract
This section analyzes the current maintenance and support model in the organization. Use the questions listed in Table C-13 to gather this information for your customer.
Table C-13. Maintenance/Support Contract
No.
Question
Answer
1
Does the organization have a support contract with an external vendor to provide day 2 support for the existing data and voice network, or is it self managed?
Vendor SelfVendor Details:
2
Does the organization have plans to outsource the day 2 support of the IPT network to external vendors?
Yes No 3
What is the trouble ticket management system in use?
4
Does the organization have a documented escalation procedure that begins at a certain time in the life of a trouble ticket?
Yes No 5
Does the organization have a process in place to manage changes to the network?
Yes No 6
What are your expectations regarding the following change management requests?
Phone/User Moves, Adds and Changes (MAC):
New Branch Provisioning:
Installing New Trunks:
Voice-Mail Change:
Other:
7
What are the organizations plans for training the administrators who support the proposed IPT network?
8
What are the organizations expectations in providing training to end users?
Notes/Comments
Use the information obtained through
