Services

The following sections outline the services that are expected to be performed by the operator under operator agreements.

Service Desk

The Service Desk is the primary point of contact for Retail Service Providers (RSPs) to report incidents, request assistance, and make service requests. As an operator of wholesale open access networks, it is essential to provide a reliable and efficient Service Desk that meets the needs of our customers.

The following procedures outline the steps that the Service Desk team should follow when handling RSPs' inquiries:

  1. Answer the phone promptly with the standard greeting: "Thank you for calling [company name] Service Desk. How may I assist you?"

  2. Confirm the caller’s identity by requesting the RSP’s name, account number, and contact information.

  3. Record the details of the inquiry or issue in the Service Desk system and provide the caller with a unique reference number for future reference.

  4. If necessary, escalate the issue to the appropriate support team or incident manager.

  5. rovide the caller with regular updates on the status of their inquiry or issue until it is resolved.

  6. Upon resolution of the inquiry or issue, follow up with the caller to confirm that the issue has been resolved to their satisfaction.

  7. Document the resolution in the Service Desk system and close the ticket.

It is essential to ensure that all Service Desk team members are trained and knowledgeable about the services provided, eTOM specifications, MEF standards, and ITIL procedures to provide excellent customer service.

Build, Support, Maintenance and Upgrades (Network, Hardware and Applications)

As a telecommunications operator that provides wholesale open access networks, it is crucial to maintain the network’s availability, reliability, and performance. The following procedures outline the Build, Support, Maintenance, and Upgrades process for Network, Hardware, and Applications:

  1. Network Build:

    1. Ensure that the network build is aligned with the MEF standards and eTOM specifications.

    2. Install and configure the network equipment and systems according to the standard operating procedures.

    3. Verify the network build’s integrity through various tests, such as link tests, Ethernet service tests, and BGP peering tests.

  2. Network Support:

    1. Monitor the network for any issues that may affect its availability, reliability, and performance.

    2. Respond to incidents raised by the Service Desk promptly.

    3. Escalate critical incidents to the incident manager for further investigation and resolution.

  3. Network Maintenance:

    1. Plan and execute regular maintenance activities, such as software updates, security patches, and hardware replacements, to ensure the network’s optimal performance.

    2. Schedule the maintenance activities during low traffic periods to minimize disruption to the RSPs.

  4. Network Upgrades:

    1. Plan and execute network upgrades, such as capacity upgrades and new feature deployments, according to the MEF standards and eTOM specifications.

    2. Schedule the upgrades during low traffic periods to minimize disruption to the RSPs.

  5. Hardware and Applications:

    1. Maintain an inventory of all hardware and applications used in the network.

    2. Plan and execute regular maintenance activities, such as software updates, security patches, and hardware replacements, to ensure optimal performance.

    3. Schedule the maintenance activities during low traffic periods to minimize disruption to the RSPs.

    4. Plan and execute upgrades to hardware and applications according to the MEF standards and eTOM specifications.

It is essential to ensure that all Build, Support, Maintenance, and Upgrades activities are well documented and followed as per the ITIL procedures.

OSS/BSS

As a broadband utility operator that provides wholesale open access networks, it is crucial to have an efficient and reliable OSS/BSS system to manage the services provided to the Retail Service Providers (RSPs). The following procedures outline the OSS/BSS process:

  1. Order Management:

    1. Receive service orders from RSPs through various channels, such as email, phone, and online portal.

    2. Verify the service orders' accuracy and completeness, including the type of service requested, the service level agreement (SLA), and the billing information.

    3. Process the service orders in the OSS/BSS system, assign the appropriate resources, and provide the RSP with a unique reference number for future reference.

    4. Provide regular updates to the RSP on the status of their service order until it is fulfilled.

  2. Service Provisioning:

    1. Provision the requested service in the network according to the MEF standards and eTOM specifications.

    2. Test the provisioned service to ensure its integrity and performance.

    3. Activate the service and notify the RSP of the service activation.

  3. Fault Management:

    1. Monitor the network for any faults that may affect its availability, reliability, and performance.

    2. Receive fault reports from the RSPs through various channels, such as email, phone, and online portal.

    3. Record the fault reports in the OSS/BSS system and provide the RSP with a unique reference number for future reference.

    4. Assign the appropriate resources to investigate and resolve the fault.

    5. Provide regular updates to the RSP on the status of the fault until it is resolved.

  4. Billing and Revenue Management:

    1. Generate accurate and timely invoices based on the service orders and SLAs.

    2. Process payments and handle any billing disputes according to the company’s policies.

    3. Monitor the revenue streams and identify any revenue leakages or opportunities for revenue growth.

It is essential to ensure that all OSS/BSS processes are well documented and followed as per the eTOM specifications and ITIL procedures. Additionally, the OSS/BSS system should integrate with the Service Desk, Network Management, and Performance Management systems to provide a seamless customer experience.

Moves, Adds and Changes (physical and logical)

As a telecommunications operator that provides wholesale open access networks, it is essential to have a reliable and efficient process for handling moves, adds, and changes (MACs) for physical and logical components of the network. The following procedures outline the MAC process:

  1. Physical MACs:

    1. Receive MAC requests from RSPs through various channels, such as email, phone, and online portal.

    2. Verify the MAC request’s accuracy and completeness, including the type of physical component to be moved, added, or changed, and the location details.

    3. Plan and schedule the physical MACs during low traffic periods to minimize disruption to the RSPs.

    4. Execute the physical MACs according to the standard operating procedures, including safety precautions.

    5. Test the physical component’s integrity and performance after the MAC is complete.

    6. Update the network inventory system to reflect the physical MAC.

  2. Logical MACs:

    1. Receive MAC requests from RSPs through various channels, such as email, phone, and online portal.

    2. Verify the MAC request’s accuracy and completeness, including the type of logical component to be moved, added, or changed, and the network configuration details.

    3. Plan and schedule the logical MACs during low traffic periods to minimize disruption to the RSPs.

    4. Execute the logical MACs according to the standard operating procedures.

    5. Test the logical component’s integrity and performance after the MAC is complete.

    6. Update the network configuration management system to reflect the logical MAC.

It is essential to ensure that all physical and logical MACs are well documented and followed as per the ITIL procedures. Additionally, the physical and logical MAC processes should integrate with the Service Desk, Network Management, and Performance Management systems to provide a seamless customer experience.

Equipment and Inventory Management

As a telecommunications operator that provides wholesale open access networks, the Master Integrators will deliver turn-key assets. The operator’s role is to maintain an inventory of customer premise equipment devices, consumables, or other pieces of equipment required for normal operations. The following procedures outline the equipment and inventory management process:

  1. Inventory Management:

    1. Establish inventory levels for customer premise equipment devices, consumables, and other pieces of equipment required for normal operations.

    2. Monitor inventory levels and generate inventory reports regularly.

    3. Place orders for additional inventory when the inventory levels fall below the established levels.

    4. Receive and inspect the delivered inventory for quality and completeness.

    5. Record the received inventory in the inventory management system.

  2. Equipment Management:

    1. Maintain an inventory of all customer premise equipment devices required for normal operations.

    2. Inspect the customer premise equipment devices regularly to ensure their integrity and performance.

    3. Replace the customer premise equipment devices that fail or reach their end-of-life with the inventory items.

    4. Dispose of the retired equipment according to the company’s environmental policies.

It is essential to ensure that all inventory and equipment management activities are well documented and followed as per the company’s inventory and equipment management policies. Additionally, the inventory management process should integrate with the Network Build, Support, Maintenance, and Upgrades processes to ensure that the inventory items meet the MEF standards and eTOM specifications.

Business Continuity and Disaster Recovery

As a telecommunications operator that provides wholesale open access networks, it is essential to have a robust and effective Business Continuity and Disaster Recovery (BCDR) plan to minimize the impact of disruptive events on the network’s availability, reliability, and performance. The following procedures outline the BCDR process:

  1. Business Continuity Planning:

    1. Identify the critical business functions, services, and assets required for normal operations.

    2. Define the recovery objectives, recovery time objectives (RTOs), and recovery point objectives (RPOs) for the critical business functions, services, and assets.

    3. Develop a business continuity plan that includes the emergency response procedures, communication procedures, and recovery procedures for the critical business functions, services, and assets.

    4. Test and validate the business continuity plan regularly to ensure its effectiveness and relevance.

  2. Disaster Recovery Planning:

    1. Identify the potential disruptive events that may affect the network’s availability, reliability, and performance.

    2. Define the recovery objectives, recovery time objectives (RTOs), and recovery point objectives (RPOs) for the network components and services.

    3. Develop a disaster recovery plan that includes the emergency response procedures, communication procedures, and recovery procedures for the network components and services.

    4. Test and validate the disaster recovery plan regularly to ensure its effectiveness and relevance.

  3. Incident Management:

    1. Respond to incidents that may affect the network’s availability, reliability, and performance promptly.

    2. Invoke the business continuity or disaster recovery plan if necessary.

    3. Record the details of the incident and the response actions in the incident management system.

    4. Evaluate the incident response actions and identify areas for improvement.

It is essential to ensure that all BCDR activities are well documented and followed as per the ITIL procedures. Additionally, the BCDR plan should integrate with the Service Desk, Network Management, and Performance Management systems to provide a seamless customer experience.

Security

As a telecommunications operator that provides wholesale open access networks, it is essential to have a robust and effective security framework to protect the network, services, and assets from potential threats and vulnerabilities. The following procedures outline the security process:

  1. Security Management:

    1. Establish a security management framework that includes policies, standards, guidelines, and procedures.

    2. Identify the potential security threats and vulnerabilities that may affect the network, services, and assets.

    3. Implement security controls that include technical, administrative, and physical controls to mitigate the identified security threats and vulnerabilities.

    4. Monitor and evaluate the security controls' effectiveness and make necessary improvements.

  2. Access Management:

    1. Establish access control policies that define the access rights, privileges, and responsibilities of the users.

    2. Implement access control mechanisms that include authentication, authorization, and accounting (AAA) to ensure only authorized users have access to the network, services, and assets.

    3. Monitor and evaluate the access control mechanisms' effectiveness and make necessary improvements.

  3. Incident Management:

    1. Respond to security incidents promptly.

    2. Record the details of the security incident and the response actions in the incident management system.

    3. Investigate the security incident and take necessary actions to prevent similar incidents in the future.

Training and Awareness:

  1. Provide regular security training to the employees, contractors, and partners.

  2. Conduct security awareness campaigns to educate the users on the potential security threats and vulnerabilities.

  3. Monitor and evaluate the security training and awareness programs' effectiveness and make necessary improvements.

It is essential to ensure that all security activities are well documented and followed as per the company’s security management framework and policies. Additionally, the security framework should integrate with the Service Desk, Network Management, and Performance Management systems to provide a seamless customer experience.

Change Management

As a telecommunications operator that provides wholesale open access networks, it is essential to have a robust and effective change management process to ensure that all changes to the network, services, and assets are controlled, documented, and approved before implementation. The following procedures outline the change management process:

  1. Change Request:

    1. Identify the need for the change, including the type of change, the scope of the change, and the impact of the change.

    2. Prepare a change request document that includes the details of the change.

    3. Submit the change request document to the change management team for review and approval.

  2. Change Assessment:

    1. Evaluate the change request’s impact on the network, services, and assets.

    2. Identify the potential risks and issues associated with the change.

    3. Determine the change’s feasibility and make a recommendation to approve or reject the change.

  3. Change Approval:

    1. Review the change assessment report and make a decision to approve or reject the change.

    2. Notify the change requester of the decision.

  4. Change Implementation:

    1. Plan and schedule the change implementation during low traffic periods to minimize disruption to the network and services.

    2. Implement the change according to the standard operating procedures.

    3. Test the change’s integrity and performance after the implementation.

  5. Change Review:

    1. Review the change’s impact on the network, services, and assets.

    2. Identify any issues or risks associated with the change.

    3. Document the change review findings and recommendations for future changes.

It is essential to ensure that all change management activities are well documented and followed as per the ITIL procedures. Additionally, the change management process should integrate with the Service Desk, Network Management, and Performance Management systems to provide a seamless customer experience.

Documentation

As a telecommunications operator that provides wholesale open access networks, it is essential to have a robust and efficient network documentation process to ensure that all network activities, services, and assets are well documented and maintained. The following procedures outline the network documentation process:

  1. Network Documentation Management:

    1. Establish a network documentation management framework that includes policies, standards, guidelines, and procedures.

    2. Identify the types of network documentation that need to be managed, including network diagrams, service descriptions, asset inventory, standard operating procedures, and work instructions.

    3. Develop network document templates that meet the company’s network documentation management standards.

    4. Establish a network document numbering and version control system.

    5. Monitor and evaluate the network documentation management framework’s effectiveness and make necessary improvements.

  2. Network Documentation Creation:

    1. Develop network documents that meet the company’s network documentation management standards.

    2. Use the network document templates for consistency and clarity.

    3. Include all necessary details, such as the purpose, scope, owner, and approval.

    4. Review and approve the network documents before publishing.

  3. Network Documentation Review and Approval:

    1. Review and approve the network documents before publishing.

    2. Ensure that the network documents meet the company’s network documentation management standards and accuracy.

    3. Notify the network document owners of any required changes or updates.

  4. Network Documentation Publishing:

    1. Publish the approved network documents in the company’s network documentation management system.

    2. Notify the relevant stakeholders of the published network documents.

  5. Network Documentation Maintenance:

    1. Regularly review and update the network documents to ensure their accuracy and relevance.

    2. Archive the retired network documents according to the company’s network documentation management policies.

It is essential to ensure that all network documentation activities are well documented and followed as per the company’s network documentation management framework and policies. Additionally, the network documentation process should be linked to the Operations Digital Twin, which is the NGSI-LD based datamodel that represents the network services states. This integration allows for accurate and up-to-date documentation of the network’s services, state, and assets. The Operations Digital Twin provides a complete representation of the network that can be used for monitoring, analytics, and optimization purposes.

Benchmarking

As a telecommunications operator that provides wholesale open access networks, it is essential to have a benchmarking process to measure the network’s performance, availability, and reliability against the industry standards and best practices. The following procedures outline the benchmarking process:

  1. Benchmarking Planning:

    1. Identify the benchmarking objectives and scope.

    2. Define the benchmarking metrics that will be measured, such as network availability, service performance, and customer satisfaction.

    3. Identify the industry standards and best practices that will be used for comparison.

  2. Benchmarking Execution:

    1. Collect the benchmarking data using the defined metrics.

    2. Analyze the benchmarking data and compare it against the industry standards and best practices.

    3. Identify the gaps and opportunities for improvement.

  3. Benchmarking Reporting:

    1. Prepare a benchmarking report that includes the benchmarking objectives, scope, metrics, industry standards, best practices, and analysis.

    2. Present the benchmarking report to the relevant stakeholders, including the senior management, operations team, and customers.

  4. Benchmarking Improvement:

    1. Identify the improvement opportunities based on the benchmarking analysis.

    2. Develop improvement plans that address the identified gaps and opportunities.

    3. Implement the improvement plans and monitor their effectiveness.

    4. Repeat the benchmarking process to measure the improvement’s impact.

It is essential to ensure that all benchmarking activities are well documented and followed as per the company’s benchmarking framework and policies. Additionally, the benchmarking process should integrate with the Network Strategy and Network Performance Management processes to provide a seamless customer experience.