Self-Assessment Process Mapping Report Level 1 Process: Resource Management & Operations (1.1.3)

Transcription

1 Ericsson CBIO V3 Product TM Forum Frameworx 13.0 Certification Business Process Framework (etom) Release 13.0 Self-Assessment Process Mapping Report Level 1 Process: Resource Management & Operations (1.1.3) 1 st June 2014 Johannes Minnaar, Ericsson

2 Table of Contents Table of Contents L2: RM&O Support & Readiness ( ) L3: Enable Resource Provisioning ( ) L4: Plan & Forecast Resource Infrastructure Requirements and Manage Capacity Planning ( ) Mapping Details L4: Establish, Manage, and Develop Organization, Tools and Processes ( ) Mapping Details L4: Develop and Implement Capacity and Operational Rules and Procedures ( ) Mapping Details L4: Perform Acceptance Test and Address & Monitor the Change ( ) Mapping Details L4: Track & Supervise the Rollout of new and/or Modified Infrastructure ( ) Mapping Details L4: Monitor, Report and Release Mgmt. of Resource Infrastructure and Capacity Utilization ( ) Mapping Details L4: Optimize Existing Resource Infrastructure Utilization ( ) Mapping Details L4: Track, Monitor and Report Resource Provisioning ( ) Mapping Details L4: Update Inventory Record ( ) Mapping Details L3: Enable Resource Performance Management ( ) L4: Monitor & Manage Regulatory Issues ( ) Mapping Details L4: Establish and Maintain Performance Treshold Standards ( ) Mapping Details L4: Undertake Performance Trend Analysis ( ) Mapping Details L4: Monitor and Analyse Resource Performance Reports, and Identify Issues ( ) Mapping Details L4: Correlate the Performance Problem Reports & Manage Inventory Resitory ( ) Mapping Details L4: Manage Resource Performance Data Collection ( ) Mapping Details L4: Establish, Maintain and Manage the Support Plans ( ) Mapping Details L4: Assess and Report Resource Performance Management Processes ( ) Mapping Details L4: Provide Supporting Procedures and Quality Management Support ( ) Mapping Details... 35

3 4 L3: Support Resource Trouble Management ( ) L4: Manage Resource Trouble & Performance Data Collection ( ) Mapping Details L4: Manage Resource Infrastructure, Provisioning and Preventive Maintenance Schedules ( ) Mapping Details L4: Create Report ( ) Mapping Details L4: Establish Warehouse and Manage Spares Including S/P ( ) Mapping Details L4: Track, Monitor and Manage RTM Processes Including S/P ( ) Mapping Details L4: Provide Support for RTM and SPM Processes ( ) Mapping Details L3: Enable Resource Data Collection & Distribution ( ) L4: Manage and Administer Resource Data Collection and Distribution ( ) Mapping Details L4: Manage Resource Data Storage Facilities and Associated Processes ( ) Mapping Details L4: Track, Monitor and Report Resource Data Collection Processes and Capabilities ( ) Mapping Details L4: Identify Data Collection Issues and Report ( ) Mapping Details L3: Manage Resource Inventory ( ) L4: Manage Resource Inventory Database and Processes ( ) Mapping Details L4: Track and Monitor Resource Repository Capabilities ( ) Mapping Details L4: Identify Repository Issues and Provide and Reports and Warnings ( ) Mapping Details L3: Manage Logistics ( ) L4: Manage Warehousing ( ) Mapping Details L4: Manage Orders ( ) Mapping Details L4: Track and Monitor Logistics and Manage Resource Inventory ( ) Mapping Details L4: Identify Logistic Issues and Provide and Reports ( ) Mapping Details 62 8 L2: Resource Provisioning ( ) L3: Allocate & Install Resource ( ) L4: Determine Resource Availability ( ) Mapping Details L4: Reserve Resource ( ) Mapping Details L4: Release Resource ( ) Mapping Details... 69

4 9.1.4 L4: Allocate Resource ( ) Mapping Details L4: Install and Commission Resource ( ) Mapping Details L3: Configure & Activate Resource ( ) L4: Configure Resource ( ) Mapping Details L4: Implement Resource ( ) Mapping Details L4: Activate Resource ( ) Mapping Details L3: Test Resource ( ) L4: Test Specific Resources ( ) Mapping Details L4: Develop Test Plans ( ) Mapping Details L4: Capture Test Results ( ) Mapping Details L3: Track & Manage Resource Provisioning ( ) L4: Coordinate Resource Provisioning Activity ( ) Mapping Details L4: Track Resource Provisioning Activity ( ) Mapping Details L4: Manage Resource Provisioning Activity ( ) Mapping Details L4: Update Resource Repository ( ) Mapping Details L3: Report Resource Provisioning ( ) L4: Monitor Resource Order Status ( ) Mapping Details L4: Distribute Resource Order Notification ( ) Mapping Details L4: Distribute Resource Provisioning Reports ( ) Mapping Details L3: Close Resource Order ( ) L3: Issue Resource Orders ( ) L4: Assess Resource Request ( ) Mapping Details L4: Create Resource Orders ( ) Mapping Details L4: Mark Resource Order for Special Handling ( ) Mapping Details L3: Recover Resource ( ) L4: Develop Resource Recovery Plan ( ) Mapping Details L4: Provide Resource Recovery Proposal Notification ( ) Mapping Details L4: Request Resource Recovery Authorization ( ) Mapping Details L4: Commence Resource Recovery ( ) Mapping Details L4: Complete Resource Recovery ( ) Mapping Details L4: Recover Specific Resource ( ) Mapping Details L2: Resource Trouble Management ( ) L3: Survey & Analyze Resource Trouble ( )

5 L4: Manage Resource Alarm Event Notifications ( ) Mapping Details L4: Filter Resource Alarm Event Notifications ( ) Mapping Details L4: Correlate Resource Alarm Event Notifications ( ) Mapping Details L4: Abate Alarm Event Records ( ) Mapping Details L4: Trigger Defined Action ( ) Mapping Details L3: Localize Resource Trouble ( ) L4: Verify Resource Configuration ( ) Mapping Details L4: Perform Specific Resource Trouble Diagnostics ( ) Mapping Details L4: Perform Specific Resource Trouble Tests ( ) Mapping Details L4: Stop And Start Audit On Resources ( ) Mapping Details L4: Schedule Routine Resource Trouble Tests ( ) Mapping Details L4: Notify T&M Root Cause Resource Trouble ( ) Mapping Details L3: Correct & Resolve Resource Trouble ( ) L4: Repair / Replace Failed Resource ( ) Mapping Details L4: Isolate Unit with Fault ( ) Mapping Details L4: Manage Standby Resource Units ( ) Mapping Details L4: Implement Resource Trouble Work Arounds ( ) Mapping Details L4: Invoke Support Resource Trouble Management Processes ( ) Mapping Details L3: Track & Manage Resource Trouble ( ) L4: Coordinate Resource Trouble ( ) Mapping Details L4: Perform First in Testing ( ) Mapping Details L4: Cancel Resource Trouble ( ) Mapping Details L4: Escalate/End Resource Trouble ( ) Mapping Details L4: Perform Final Test ( ) Mapping Details L4: Engaging External Suppliers ( ) Mapping Details L3: Report Resource Trouble ( ) L4: Monitor Resource Trouble ( ) Mapping Details L4: Distribute Notifications ( ) Mapping Details L4: Distribute Management Reports & Summaries ( ) Mapping Details L3: Close Resource Trouble Report ( ) L3: Create Resource Trouble Report ( ) L4: Generate Resource Trouble ( ) Mapping Details L4: Convert Report To Resource Trouble Format ( ) Mapping Details

6 L4: Estimate Time For Restoring Resource ( ) Mapping Details L2: Resource Performance Management ( ) L3: Monitor Resource Performance ( ) L4: Manage Resource Performance Data ( ) Mapping Details L4: Record Resource Performance Data ( ) Mapping Details L4: Correlate Resource Performance Event Notifications ( ) Mapping Details L3: Analyze Resource Performance ( ) L4: Perform Specific Resource Performance Diagnostics ( ) Mapping Details L4: Manage Resource Performance Data Collection Schedules ( ) Mapping Details L3: Control Resource Performance ( ) L4: Instantiate Resource Performance Controls ( ) Mapping Details L4: Instantiate Resource Trouble Controls ( ) Mapping Details L3: Report Resource Performance ( ) L4: Monitor Resource Performance Degradation Report ( ) Mapping Details L4: Distribute Resource Quality Management Reports & Summaries ( ) Mapping Details L3: Create Resource Performance Degradation Report ( ) L4: Generate Resource Performance Degradation Problem ( ) Mapping Details L4: Convert Report To Resource Performance Degradation Report Format ( ) Mapping Details L3: Track & Manage Resource Performance Resolution ( ) L4: Coordinate Resource Performance ( ) Mapping Details L4: Request S/P Performance Degradation Report Creation and Update ( ) Mapping Details L4: Update First in Resource Testing Results ( ) Mapping Details L4: Cancel Resource Performance Degradation Report ( ) Mapping Details L4: Escalate/End Resource Performance Degradation Report ( ) Mapping Details L4: Clear Resource Performance Degradation Report Status ( ) Mapping Details L4: Engage External Resource Suppliers ( ) Mapping Details

7 L3: Close Resource Performance Degradation Report ( ) L2: Resource Data Collection & Distribution ( ) L3: Collect Management Information & Data ( ) L4: Intercept Events/Information ( ) Mapping Details L4: Deliver Management Information ( ) Mapping Details L3: Process Management Information & Data ( ) L4: Determine Recipients for Information/Data ( ) Mapping Details L4: Filter Information/Data ( ) Mapping Details L4: Aggregate Information/Data ( ) Mapping Details L4: Format Information/Data ( ) Mapping Details L3: Distribute Management Information & Data ( ) L4: Distribute Information/Data ( ) Mapping Details L4: Manage Distribution ( ) Mapping Details L4: Confirm Distribution and Clean-up ( ) Mapping Details L3: Audit Data Collection & Distribution ( ) L2: Resource Mediation & Reporting ( ) L3: Mediate Resource Usage Records ( ) L4: Validate Resource Usage Records ( ) Mapping Details L4: Normalize Resource Usage Records ( ) Mapping Details L4: Convert Resource Usage Records ( ) Mapping Details L4: Correlate Resource Usage Records ( ) Mapping Details L4: Remove Duplicate Resource Usage Records ( ) Mapping Details L3: Report Resource Usage Records ( ) L2: Workforce Management ( ) L3: Manage Schedules & Appointments ( ) L4: Workforce Management Schedule ( ) Mapping Details L4: Determine Work Schedule ( ) Mapping Details L4: Manage Reservations ( ) Mapping Details L4: Manage Appointments ( ) Mapping Details L3: Plan and Forecast Workforce Management ( ) L4: Forecast Demand ( ) Mapping Details L4: Forecast Workforce Availability ( ) Mapping Details L4: Adjust Durations ( ) Mapping Details L3: Administer and Configure Workforce Management ( )

8 L4: Configure Work Catalog ( ) Mapping Details L4: Administer Human Resources Catalog ( ) Mapping Details L4: Administer Organizations Catalog ( ) Mapping Details L4: Administer Tools and Materials Catalog ( ) Mapping Details L4: Configure Schedules ( ) Mapping Details L4: Administer Registration and Access ( ) Mapping Details L4: Configure Logging and Audit ( ) Mapping Details L3: Report Workforce Management ( ) L3: Manage Work Order Lifecycle ( ) L4: Issue Work Order ( ) Mapping Details L4: Analyze and Decompose Work Order ( ) Mapping Details L4: Assign Task ( ) Mapping Details L4: Dispatch Task ( ) Mapping Details L4: Track and Manage Work Order ( ) Mapping Details L4: Close Work Order ( ) Mapping Details L4: Report on Work Order ( ) Mapping Details

9 1 L2: RM&O Support & Readiness ( ) Process Identifier: Manage resource infrastructure to ensure that appropriate application, computing and network resources are available and ready to support the Fulfillment, Assurance and Billing processes in instantiating and managing resource instances, and for monitoring and reporting on the capabilities and costs of the individual FAB processes. RM&O Support & Readiness processes are responsible for managing resource infrastructure to ensure that appropriate application, computing and network resources are available and ready to support the Fulfillment, Assurance and Billing processes in instantiating and managing resource instances, and for monitoring and reporting on the capabilities and costs of the individual FAB processes. Responsibilities of these processes include but are not limited to: Supporting the operational introduction of new and/or modified resource infrastructure and conducting operations readiness testing and acceptance; Managing planned outages; Managing and ensuring the ongoing quality of the Resource Inventory; Analyzing availability and performance over time on resources or groups of resources, including trend analysis and forecasting; Demand balancing in order to maintain resource capacity and performance Performing pro-active maintenance and repair activities; Establishing and managing the workforce to support the etom processes; and Managing spares, repairs, warehousing, transport and distribution of resources and consumable goods.

10 2 L3: Enable Resource Provisioning ( ) Process Identifier: Planning and deployment of new and/or modified resource infrastructure to ensure availability of sufficient resource infrastructure to support the Resource Provisioning processes, and monitoring, managing and reporting on the capability of the Resource Provisioning processes. The responsibilities of the Enable Resource Provisioning processes are twofold - planning and deployment of new and/or modified resource infrastructure to ensure availability of sufficient resource infrastructure to support the Resource Provisioning processes, and monitoring, managing and reporting on the capability of the Resource Provisioning processes. The responsibilities of these processes include, but are not limited to: Forecasting at an operational level resource infrastructure volume requirements and run-out timeframes;

11 Managing capacity planning associated with the deployment of new and/or modified resource infrastructure; Establishing and monitoring of organizational arrangements to support deployment and operation of new and/or modified resource infrastructure; Creating, deploying, modifying and/or upgrading of resource infrastructure deployment support tools (including Resource Inventory) and processes for new and/or modified resource infrastructure; Developing and promulgating resource infrastructure capacity deployment rules and controls; Authoring, reviewing and approving operational procedures developed by Resource Development & Management processes prior to resource infrastructure deployment; Testing and acceptance of new and/or modified resource infrastructure as part of the handover procedure from the Resource Development & Management processes to Operations; Detecting resource infrastructure operational limitations and/or deployment incompatibilities and providing requirements to address these aspects to Resource Development & Management processes; Scheduling, managing, tracking and monitoring of the roll-out, in accordance with approved plans, of the approved new and/or modified resource infrastructure; Monitoring capacity utilization of deployed resource infrastructure to provide early detection of potential resource infrastructure shortfalls; Monitoring of, and reporting on, resource infrastructure and resource instance currency and version management; Reconfiguring and re-arranging under-utilized deployed resource infrastructure ; Managing recovery and/or removal of obsolete or unviable resource infrastructure; Reporting on deployed resource infrastructure capacity; Tracking and monitoring of the Resource Provisioning Management processes and associated costs (including where resource infrastructure is deployed and managed by third parties), and reporting on the capability of the Resource Provisioning Management processes; Establishing and managing resource provisioning notification facilities and lists to support the Resource Provisioning notification and reporting processes; and Updating the Resource Inventory of any changes to the available resource infrastructure capacity.

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13 2.1.1 L4: Plan & Forecast Resource Infrastructure Requirements and Manage Capacity Planning ( ) Mapping Details Process Identifier: Plan & Forecast Resource Infrastructure Requirements and Manage Capacity Planning Planning and deployment of new and/or modified resource infrastructure to ensure availability of sufficient resource infrastructure to support the Resource Provisioning processes, and monitoring, managing and reporting on the capability of the Resource Provisioning processes. (AM) Forecasting at an operational level resource infrastructure volume requirements and run-out timeframes; Managing capacity planning associated with the deployment of new and/or modified resource infrastructure. (AM) Desc= Resource Management for SIM, X.24, AMPS, Calling Card,VPN, MSISDN, ISDN, Leased Line(references 1-5). The resources allocated assigments is tracked (reference 6). Status reports per resource type is available (reference 7). The available resource and status (free, assigned) is readable directly from the report. Still reading the report is manual, and therefore the process automation is set to AM. HTML supportive reference: html/ html html/ html

14 start.html?file= html start.html?file= html start.html?file= html start.html?file= html start.html?file= html L4: Establish, Manage, and Develop Organization, Tools and Processes ( ) Mapping Details Process Identifier:

15 Establish, Manage, and Develop Organization, Tools and Processes Establishing, Creating, Managing, and developing organization, Tools and processes for operations of new/or modified resource infrastructure. (AM) Establishing and monitoring of organizational arrangements to support deployment and operation of new and/or modified resource infrastructure; Creating, deploying, modifying and/or upgrading of resource infrastructure deployment support tools (including Resource Inventory) and processes for new and/or modified resource infrastructure (AM) Desc= The Support Deployment Northbound (ie from external suppliers) is supported by processes like Process Purchases, Checking Resources Received, where capacity shortages, detected in can be mitigated. See reference 1 & 2. Through purchase additional resources, modifying and/or upgrading of resource infrastructure is facilitated. Southbound (ie larger complex internal network rollout) is supported by other Ericsson Applications, which is beyond the scope of standard retail products. For Simple scenarios, a node is brought online and Provisioned through EMA Reference 3. HTML supportive reference: start.html?file= html Doc= ema.pdf

16 2.1.3 L4: Develop and Implement Capacity and Operational Rules and Procedures ( ) Mapping Details Process Identifier: Develop and Implement Capacity and Operational Rules and Procedures Developing and implementing the capacity deplyment rules and administrating the infrastructure operational procedures. Developing and promulgating resource infrastructure capacity deployment rules and controls; Authoring, reviewing and approving operational procedures developed by Resource Development & Management processes prior to resource infrastructure deployment Desc= not featured in standard CBIO offering

17 2.1.4 L4: Perform Acceptance Test and Address & Monitor the Change ( ) Mapping Details Process Identifier: Perform Acceptance Test and Address & Monitor the Change Performing acceptance test during the hand over process of newand/or modified resource infrastructure. Also monitoring the new and/or modified infrastructure and addressing the operational limitations. Testing and acceptance of new and/or modified resource infrastructure as part of the handover procedure from the Resource Development & Management processes to Operations; Detecting resource infrastructure operational limitations and/or deployment incompatibilities and providing requirements to address these aspects to Resource Development & Management processes Desc=

18 not featured in standard CBIO offering L4: Track & Supervise the Rollout of new and/or Modified Infrastructure ( ) Mapping Details Process Identifier: Track & Supervise the Rollout of new and/or Modified Infrastructure Supervising the rollout activities of new and/or modified resource infrastructure.

19 Scheduling, managing, tracking and monitoring of the roll-out, in accordance with approved plans, of the approved new and/or modified resource infrastructure Desc= not featured in standard CBIO offering L4: Monitor, Report and Release Mgmt. of Resource Infrastructure and Capacity Utilization ( ) Mapping Details Process Identifier: Monitor, Report and Release Mgmt. of Resource Infrastructure and Capacity Utilization Monitoring and reporting the capacity utilization of existing infrastructure. (AM)

20 Monitoring capacity utilization of deployed resource infrastructure to provide early detection of potential resource infrastructure shortfalls; Monitoring of, and reporting on, resource infrastructure and resource instance currency and version management (AM) Desc= A resource is appropriated to a specific customer (i.t.o assigned) (see reference 1). Monitoring capacity utilization of deployed resource infrastructure of the available resource and status (free, assigned) is readable directly from the report (see reference 2). Still reading the report is manual, and therefore the process automation is set to AM. resource instance currency and version management is not featured, hence Partial compliance. HTML supportive reference: html/ html L4: Optimize Existing Resource Infrastructure Utilization ( ) Mapping Details Process Identifier:

21 Optimize Existing Resource Infrastructure Utilization Optimizing the infrastructure capacity utilization. (AM) Reconfiguring and re-arranging under-utilized deployed resource infrastructure (AM) Desc=There are various processes involved to optimize existing infrastructure. Optimize for Activation Time (reference 1), or Optimize through recovery of deactivated resources (freeup)(reference 2). Or monitoring the resources in quarantine (reference 3) (quarantine is the period after the customer has ended his contracted, his resources released back into the pool, but not immediatly available in the market. HTML supportive reference: html/ html start.html?file= html start.html?file= html

22 2.1.8 L4: Track, Monitor and Report Resource Provisioning ( ) Mapping Details Process Identifier: Track, Monitor and Report Resource Provisioning Tracking and monitoring the resource provisioning processes and provide the reporting support. (AM) Tracking and monitoring of the Resource Provisioning Management processes and associated costs (including where resource infrastructure is deployed and managed by third parties), and reporting on the capability of the Resource Provisioning Management processes; Establishing and managing resource provisioning notification facilities and lists to support the Resource Provisioning notification and reporting processes (AM) Desc=Resource Provisioning statistics is available per report (see reference 1), noting new, failed, finished provisioning requests. For CBIO the associated costs (including where resource infrastructure is deployed and managed by third parties) is not featured. Hence Partial compliance. HTML supportive reference:

23 start.html?file= html L4: Update Inventory Record ( ) Mapping Details Process Identifier: Update Inventory Record Updating the inventory record. (AM)

24 Updating the Resource Inventory of any changes to the available resource infrastructure capacity (AM) Desc=On transferring resource from a warehouse(also distributed warehouse like POS) to a customer, the transaction is persisted to GL through order_entry HTML supportive reference: html/dbref_ordertrailer.html 3 L3: Enable Resource Performance Management ( ) Process Identifier:

25 Proactively monitoring and maintaining resource infrastructure, and monitoring, managing and reporting on the capability of the Resource Performance Management processes. The responsibilities of the Enable Resource Performance Management processes are twofold - support Resource Performance Management processes by proactively monitoring and assessing resource infrastructure performance, and monitoring, managing and reporting on the capability of the Resource Performance Management processes. Proactive management is undertaken using a range of performance parameters, whether technical, time, economic or process related. The responsibilities of the processes include, but are not limited to: Undertaking proactive monitoring regimes of resource infrastructure as required to ensure ongoing performance within agreed parameters over time; Developing and maintaining a repository of acceptable performance threshold standards for resource instances to support the Resource Performance Management processes; Undertaking trend analysis, and producing reports, of the performance of resource infrastructure to identify any longer term deterioration; Monitoring and analyzing the resource instance analyses produced by the Resource Performance Management processes to identify problems that may be applicable to the resource infrastructure as a whole; Sourcing details relating to resource instance performance and analysis from the resource inventory to assist in the development of trend analyses; Logging the results of the analysis into the resource inventory repository; Establishing and managing resource performance data collection schedules, including managing the collection of the necessary information from the Resource Data Collection & Distribution processes, to support proactive monitoring and analysis activity, and requests from Resource Performance Management processes for additional data to support resource instance performance analysis;

26 Establishing and managing facilities to support management of planned resource infrastructure and resource instance outages; Establishing, maintaining and managing the testing of resource performance control plans to cater for anticipated resource performance disruptions; Proactively triggering the instantiation of control plans to manage performance through programmed and/or foreseen potentially disruptive events, i.e. anticipated traffic loads on Xmas day, planned outages, etc.; Tracking and monitoring of the Resource Performance Management processes and associated costs (including where resource infrastructure is deployed and managed by third parties), and reporting on the capability of the Resource Performance Management processes; Establishing and managing resource performance notification facilities and lists to support the Resource Performance Management notification and reporting processes; and Supporting the Support Service Quality Management process L4: Monitor & Manage Regulatory Issues ( ) Mapping Details Process Identifier:

27 Monitor & Manage Regulatory Issues Proactively monitoring and dealing regulatory issues to ensure the ongoing performance of resource infrastructure. Undertaking proactive monitoring regimes of resource infrastructure as required to ensure ongoing performance within agreed parameters over time Desc= not featured in standard CBIO offering L4: Establish and Maintain Performance Treshold Standards ( ) Mapping Details Process Identifier:

28 Establish and Maintain Performance Threshold Standards Establishing and maintaining the rules and standards for performance threshold. Developing and maintaining a repository of acceptable performance threshold standards for resource instances to support the Resource Performance Management processes Desc= not featured in standard CBIO offering L4: Undertake Performance Trend Analysis ( ) Mapping Details Process Identifier:

29 Undertake Performance Trend Analysis Analysing the performance trends to identify the performance degredation. Undertaking trend analysis, and producing reports, of the performance of resource infrastructure to identify any longer term deterioration Desc= not featured in standard CBIO offering L4: Monitor and Analyse Resource Performance Reports, and Identify Issues ( ) Mapping Details Process Identifier:

30 Monitor and Analyse Resource Performance Reports, and Identify Issues Review the resource performance management operational report prepared by resource performance management processes. Monitoring and analyzing the resource instance analyses produced by the Resource Performance Management processes to identify problems that may be applicable to the resource infrastructure as a whole Desc= not featured in standard CBIO offering L4: Correlate the Performance Problem Reports & Manage Inventory Resitory ( ) Mapping Details

31 Process Identifier: Correlate the Performance Problem Reports & Manage Inventory Resitory Correlating the Performance issues indetified based on the performance report review and logging the results in inventory repository. Sourcing details relating to resource instance performance and analysis from the resource inventory to assist in the development of trend analyses; Logging the results of the analysis into the resource inventory repository Desc= not featured in standard CBIO offering

32 3.1.6 L4: Manage Resource Performance Data Collection ( ) Mapping Details Process Identifier: Manage Resource Performance Data Collection Developing and managing the resource performance data collection schedules and supporting the monitoring activities to gather the resource performance data. Establishing and managing resource performance data collection schedules, including managing the collection of the necessary information from the Resource Data Collection & Distribution processes, to support proactive monitoring and analysis activity, and requests from Resource Performance Management processes for additional data to support resource instance performance analysis Desc= not featured in standard CBIO offering

33 3.1.7 L4: Establish, Maintain and Manage the Support Plans ( ) Mapping Details Process Identifier: Establish, Maintain and Manage the Support Plans Establishing and managing the support facilities and maintaining the testing activities of resource performance control plans. Establishing and managing facilities to support management of planned resource infrastructure and resource instance outages; Establishing, maintaining and managing the testing of resource performance control plans to cater for anticipated resource performance disruptions Desc= not featured in standard CBIO offering

34 3.1.8 L4: Assess and Report Resource Performance Management Processes ( ) Mapping Details Process Identifier: Assess and Report Resource Performance Management Processes Track, monitor and assess the resource performance management processes and associated costs and report. Tracking and monitoring of the Resource Performance Management processes and associated costs (including where resource infrastructure is deployed and managed by third parties), and reporting on the capability of the Resource Performance Management processes Desc= not featured in standard CBIO offering

35 3.1.9 L4: Provide Supporting Procedures and Quality Management Support ( ) Mapping Details Process Identifier: Provide Supporting Procedures and Quality Management Support Proactively monitoring and dealing regulatory issues to ensure the ongoing performance of resource infrastructure. Undertaking proactive monitoring regimes of resource infrastructure as required to ensure ongoing performance within agreed parameters over time Desc=

36 not featured in standard CBIO offering 4 L3: Support Resource Trouble Management ( ) Process Identifier: Proactively undertaking statistically driven preventative and scheduled resource infrastructure maintenance activities, and repair activities, and monitoring, managing and reporting on the capability of the Resource Trouble Management processes. The responsibilities of the Support Resource Trouble Management processes are twofold - support Resource Trouble Management processes by proactively undertaking statistically driven preventative and scheduled resource infrastructure maintenance activities, and repair activities, and monitoring, managing and reporting on the capability of the Resource Trouble Management processes.

37 These processes are responsible for ensuring that the resource infrastructure is working effectively and efficiently. Responsibilities of these processes include, but are not limited to: Extracting and analyzing, including undertaking trend analysis, historical and current resource instance trouble reports and performance reports to identify potential resource infrastructure or resource instances requiring proactive maintenance and/or replacement; Requesting scheduling of additional resource instance data collection to assist in the analysis activity; Requesting scheduling of resource instance performance testing to assist in analysis activity; Developing and managing resource infrastructure and resource instance proactive maintenance programs; Requesting resource provisioning activity to prevent anticipated resource troubles associated with capacity limitations identified in the analysis activities; Reporting outcomes of trend analysis to Resource Development & Management processes to influence new and/or modified resource infrastructure development; Establishing and managing resource instance spares holding facilities, including arrangements with suppliers/partners for vendor managed spares (the actual commercial agreement is negotiated using Supply Chain Development & Management processes); Management of issuing and re-stocking of spares; Establishing and managing resource instance return and repair programs and associated processes, including both service provider and supplier/partner repair activities; Tracking and monitoring of the Resource Trouble Management processes and associated costs (including where resource infrastructure is deployed and managed by third parties), and reporting on the capability of the Resource Trouble Management processes; Establishing and managing resource trouble notification facilities and lists to support the Resource Trouble Management notification and reporting processes; and Supporting the Support Service Problem Management process

38 4.1.1 L4: Manage Resource Trouble & Performance Data Collection ( ) Mapping Details Process Identifier: Manage Resource Trouble & Performance Data Collection Reviewing the trend analysis and undertaking the analysis of trouble and performance report to identify the necessary preventative activities. Extracting and analyzing, including undertaking trend analysis, historical and current resource instance trouble reports and performance reports to identify potential resource infrastructure or resource instances requiring proactive maintenance and/or replacement Desc= not featured in standard CBIO offering

39 4.1.2 L4: Manage Resource Infrastructure, Provisioning and Preventive Maintenance Schedules ( ) Mapping Details Process Identifier: Manage Resource Infrastructure, Provisioning and Preventive Maintenance Schedules Proactively undertaking statistically driven preventative and scheduled resource infrastructure maintenance activities, and repair activities, and monitoring, managing and reporting on the capability of the Resource Trouble Management processes. Requesting scheduling of additional resource instance data collection to assist in the analysis activity; Requesting scheduling of resource instance performance testing to assist in analysis activity; Developing and managing resource infrastructure and resource instance proactive maintenance programs;

40 Requesting resource provisioning activity to prevent anticipated resource troubles associated with capacity limitations identified in the analysis activities Desc= not featured in standard CBIO offering L4: Create Report ( ) Mapping Details Process Identifier: Create Report Proactively generating reports based on the trend analysis.

41 Reporting outcomes of trend analysis to Resource Development & Management processes to influence new and/or modified resource infrastructure development Desc= not featured in standard CBIO offering L4: Establish Warehouse and Manage Spares Including S/P ( ) Mapping Details Process Identifier: Establish Warehouse and Manage Spares Including S/P Establishing and managing the spares houses and managing the spares including S/P spares.

42 Establishing and managing resource instance spares holding facilities, including arrangements with suppliers/partners for vendor managed spares (the actual commercial agreement is negotiated using Supply Chain Development & Management processes); Management of issuing and re-stocking of spares; Establishing and managing resource instance return and repair programs and associated processes, including both service provider and supplier/partner repair activities Desc= not featured in standard CBIO offering L4: Track, Monitor and Manage RTM Processes Including S/P ( ) Mapping Details Process Identifier:

43 Track, Monitor and Manage RTM Processes Including S/P Track, monitor and assess the resource performance management processes and associated costs and report. Tracking and monitoring of the Resource Trouble Management processes and associated costs (including where resource infrastructure is deployed and managed by third parties), and reporting on the capability of the Resource Trouble Management processes Desc= not featured in standard CBIO offering L4: Provide Support for RTM and SPM Processes ( ) Mapping Details Process Identifier:

44 Provide Support for RTM and SPM Processes Establishing, managing and maintaining the supporting facilities and quality management support for resource trouble management processes. Establishing and managing resource trouble notification facilities and lists to support the Resource Trouble Management notification and reporting processes; and Supporting the Support Service Problem Management process Desc= not featured in standard CBIO offering 5 L3: Enable Resource Data Collection & Distribution ( ) Process Identifier:

45 Administering and management of the processes which enable the effective operation of the resource data collection and data distribution network, and monitoring, managing and reporting on the capability of the Resource Data Collection & Distribution processes. The responsibilities of the Enable Resource Data Collection & Distribution processes are twofold - administering and management of the processes which enable the effective operation of the resource data collection and data distribution infrastructure, and monitoring, managing and reporting on the capability of the Resource Data Collection & Distribution processes. The Resource Data Collection & Distribution processes may be either scheduled activities, or may be triggered as a result of ad-hoc events. Responsibilities of these processes include, but are not limited to: Administering and managing the scheduling of resource data collection and resource data distribution; Managing the registration and access control processes used by other processes to gain access to the collected resource data; Managing the registration and access control processes that enable processes to download resource data to be distributed to identified resource instances; Establishing and managing resource data storage facilities, and associated management processes, within the resource data collection and resource data distribution infrastructure, to be used as temporary data holding facilities as required; Tracking and monitoring of the Resource Data Collection and Distribution processes and associated costs, and reporting on the capability of the Resource Data Collection and Distribution processes; and

46 Identifying any technical driven shortcomings of the resource data collection and resource data distribution infrastructures, and providing input to Resource Development & Management processes to rectify these issues. Note that the underlying resource infrastructure used for the actual transport of resource data are managed as appropriate by other processes within the RM&O and RD&M horizontal process groupings L4: Manage and Administer Resource Data Collection and Distribution ( ) Mapping Details Process Identifier: Manage and Administer Resource Data Collection and Distribution

47 Administering and managing the processes which enable the effective operation of the resource data collection and data distribution network. Administering and managing the scheduling of resource data collection and resource data distribution; Managing the registration and access control processes used by other processes to gain access to the collected resource data; Managing the registration and access control processes that enable processes to download resource data to be distributed to identified resource instances Desc= not featured in standard CBIO offering L4: Manage Resource Data Storage Facilities and Associated Processes ( ) Mapping Details Process Identifier:

48 Manage Resource Data Storage Facilities and Associated Processes Establishing, managing and maintaining the supporting facilities. Establishing and managing resource data storage facilities, and associated management processes, within the resource data collection and resource data distribution infrastructure, to be used as temporary data holding facilities as required Desc= not featured in standard CBIO offering L4: Track, Monitor and Report Resource Data Collection Processes and Capabilities ( ) Mapping Details Process Identifier:

49 Track, Monitor and Report Resource Data Collection Processes and Capabilities Monitoring, managing and reporting on the capability of the Resource Data Collection & Distribution processes. Tracking and monitoring of the Resource Data Collection and Distribution processes and associated costs, and reporting on the capability of the Resource Data Collection and Distribution processes Desc= not featured in standard CBIO offering L4: Identify Data Collection Issues and Report ( ) Mapping Details Process Identifier:

50 Identify Data Collection Issues and Report Managing and Identifying any Data Collection capability issues and providing warnings. Identifying any technical driven shortcomings of the resource data collection and resource data distribution infrastructures, and providing input to Resource Development & Management processes to rectify these issues Desc= not featured in standard CBIO offering 6 L3: Manage Resource Inventory ( ) Process Identifier:

51 Establish, manage and administer the enterprise's resource inventory, as embodied in the Resource Inventory Database, and monitor and report on the usage and access to the resource inventory, and the quality of the data maintained in it. The responsibilities of the Manage Resource Inventory processes are twofold - establish, manage and administer the enterprise s resource inventory, as embodied in the Resource Inventory Database, and monitor and report on the usage and access to the resource inventory, and the quality of the data maintained in it. The resource inventory maintains records of all resource infrastructure and resource instance configuration, version, and status details. It also records test and performance results and any other resource related- information, required to support RM&O and other processes. The resource inventory is also responsible for maintaining the association between service instances and resource instances, created as a result of the Resource Provisioning Management processes. Responsibilities of these processes include, but are not limited to: Identifying the inventory-relevant information requirements to be captured for resource infrastructure and resource instances; Identifying, establishing and maintaining resource inventory repository facilities; Establishing and managing the resource inventory management and information capture processes; Managing the registration and access control processes that enable processes to create, modify, update, delete and/or download resource data to and from the resource inventory; Ensuring the resource inventory repository accurately captures and records all identified resource infrastructure and resource instance details, through use of automated or manual audits; Tracking and monitoring of the usage of, and access to, the resource inventory repository and associated costs, and reporting on the findings; and Identifying any technical driven shortcomings of the resource inventory repository, and providing input to Resource Development & Management processes to rectify these issues.