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Procedures Certification Standards
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Service Availability and Performance Process

The ability for a teleport to ensure its customer’s services remain available and provide the performance demanded by their customers is a critical to the ongoing operations of a teleport. This section assesses a teleport’s processes behind maintaining adequate service availability and performance when problems arise.

 

GENERAL

  1. How are Key Performance Indicators (KPIs) measured?

  2. How are KPIs analyzed?

  3. What’s the policy concerning KPIs?

  4. How and when are decision makers and customer service representatives notified of performance issues?

  5. The ITIL best practice separates problems into three primary classifications: Events, Incidents, and Major Incidents. Is there a separate and defined process and report format that is utilized for events, incidents, and major incidents?

 

EVENT MANAGEMENT
This is a telemetry or OSS-driven activity that does not result in service degradation or outage. An Event may or may not lead to an Incident. It allows the service provider to react in advance of a potential incident.

  1. Is there a defined process and report format that is utilized for events?

  2. Is there an internal escalation process?

  3. Is a trouble ticket system used for events?

  4. When are engineers available to handle an event?

  5. What is the typical response time to an event?

  6. What methods are used to prevent events from occurring?

  7. Are there defined parameters to escalate an Event to an Incident or a Major Incident?

 

INCIDENT MANAGEMENT

An Incident occurs that degrades or causes an outage for a service. An Incident is usually preceded by, or caused by, an Event.

  1. Is there a defined process and report format that is utilized for incidents?

  2. Is there an internal escalation process?

  3. Is a trouble ticket system used for incidents?

  4. Are customer reports of an incident referenced to a trouble ticket?

  5. How often are updates issued (internally and to the customer) for an unresolved incident?

  6. When are engineers available?

  7. When are vendors available?

  8. What is the typical response time to an incident?

  9. How are customers notified when an incident occurs?

  10. What methods are used to prevent incidents from occurring?

  11. When is a post-incident review conducted and report generated?

  12. Are there defined parameters to escalate an Incident to a Major Incident?

 

MAJOR INCIDENT MANAGEMENT

A Major Incident affects multiple services or a single service for a significant period of time. A Major Incident is usually preceded by, or caused by, an Event or Incident.

  1. Is the difference between a major incident and an incident clearly known and understood?

  2. What factors are used to determine the severity of an incident?

  3. Is there an internal escalation process?

  4. Is a trouble ticket system used for major incidents?

  5. Is there a separate emergency response and maintenance process for major incidents?

  6. How often is that separate process reviewed or tested?

  7. Are customer reports of a major incident referenced to a trouble ticket?

  8. How often are updates issued (internally and to the customer) for an unresolved major incident?

  9. When are engineers available?

  10. When are vendors available?

  11. What is the typical response time to a major incident?

  12. How are customers notified when a major incident occurs?

  13. What methods are used to prevent major incidents from occurring?

  14. When is a post-major incident review conducted and report generated?

  15. Are there defined parameters to escalate a Major Incident to the executive level?

  16. Is the decision-making process clear concerning evacuation, emergency services (fire, ambulance, police, etc) and customer notification?

  17. Is there a media or public-facing team already designated?

  18. Do employees know who’s on the media or public-facing team?

 

PROBLEM MANAGEMENT

Problem management is about the identification and tracking of recurrent events or incidents that are not ‘one-offs’. Effective problem management allows for more in-depth root-cause analysis with the ultimate aim of incident prevention. Problem rectification is prioritized following risk assessments.

  1. How often are events, incidents, and major incidents reviewed to determine if there is a root-cause problem that needs to be addressed?   

 We invite you to submit your comments by email to Executive Director Robert Bell.



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