Service Reporting

Service Reporting

Contents
1. PURPOSE ........................................................................................ 4
2. STRUCTURE OF THE DOCUMENT ........................................................... 5
3. SCOPE ............................................................................................ 6
4. GENERAL ASSUMPTIONS ..................................................................... 7
5. SERVICE REPORTING FRAMEWORK ........................................................ 8
5.1 Framework..................................................................................... 8
5.2 Service Reporting Elements ................................................................... 8
5.3 Service Reporting Measurements............................................................. 8
5.4 Target Audience ............................................................................... 9
5.5 Methodology for Calculation .................................................................. 9
5.6 Reporting Frequency ......................................................................... 10
5.7 Reports format ............................................................................... 11
5.8 Access to reports & delivery medium ........................................................ 11
5.9 Trend Analysis ................................................................................ 12
5.10 Service Improvement Plan ................................................................... 12
5.11 Review Meeting .............................................................................. 12
6. SERVICE REPORTING PROCESS .............................................................14
6.1 Process Model ................................................................................ 14
6.2 Process Specification ......................................................................... 14

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6.3 Roles & Responsibilities: ..................................................................... 16

7. REFERENCE ....................................................................................18
7.1 Business Rules ................................................................................ 18
7.2 Risk ............................................................................................ 18
7.3 Quality Attribute.............................................................................. 18
7.4 Data Quality Dimension ...................................................................... 18
7.5 Operation Policy .............................................................................. 19
7.6 KPI............................................................................................. 19
7.7 CTQ ........................................................................................... 19
7.8 Abstract Time-Scale .......................................................................... 19
7.9 SLA Terms ..................................................................................... 19
8. GLOSSARY/ACRONYMS......................................................................21
9. APPENDIX 1: BUSINESS INFORMATION SYSTEM .......................................23
9.1 Log in Screen.................................................................................. 23
9.2 Service Report (Online View for authorised users) .......................................... 24

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1. PURPOSE

The purpose of this document is to establish a Service Reporting framework for Network
Operations to produce and distribute reports of achievement and trends against Service
level targets. Furthermore, it also includes agreed formats, contents and frequency of
reporting in a structured manner.
Service Reporting contributes to an integrated Service Level Management by achieving the
following goals:

 Every authorized report facilitates the monitoring of services and service quality
 Reports address service delivery, service quality and service improvement
 Reports facilitate the improvement of services and processes
 Every report runs through a set of standardized activities and procedures in order to
ensure effective and efficient processing
 Every implemented reporting is documented.

TR

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2. STRUCTURE OF THE DOCUMENT

The document comprises the following chapters:

Chapter–3: Scope: In this chapter we will present the scope of the document and the
process.

Chapter–4: General Assumptions: In this chapter we will present the underlined

Assumptions for both the document and the process.

Chapter–5: Service Reporting Framework: In this chapter we will present the tailored ITIL
framework that will be used in the formulating the document.

Chapter–6: Service Reporting Process: In this chapter we will present the tailored ITIL
framework that will be used in the formulating the document.

Chapter–7: References: In this chapter we will present the details supporting the Service
Reporting process in tabular formats. This chapter describes Business rule, Risk, Quality
Attribute, Data Quality dimension and Operation policy.

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3. SCOPE

 KPI measurements as defined in the THE OPERATOR SLA document

o Service dependability
o Service availability
o Network / Service performance
o Change Management
o NOC performance
 Authenticated information that are processed by NOC for reporting

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4. GENERAL ASSUMPTIONS

The following are the General Assumptions included in this document.

 This is a level 1 document that represents the reporting framework at high level.
 Only KPIs defined in THE OPERATOR SLA are considered for reporting to the
customer.
 Management and NOC Manager are the controllers of Service Reporting.
 NOC uses Business Information System (BIS) to process and generate the reports.
BIS is highly secured and only authorized users can access to the reports.
 Only authenticated information maintained in the database is used for reporting.
 Authorized customers are provided with access rights to view the report and can
export the information in Excel or pdf formats.
 Reports are system generated and are defined with high confidentiality and are
authenticated.
 Based on THE OPERATOR requirements, NOC provides reports on ad-hoc basis. Such
reports are released after verification by the NOC Operations Manager and
authorization by the NOC Manager.
 THE OPERATOR SLA report is prepared by NOC and will be submitted to the
customer after necessary approval from NOC Manager and Management.
 Service reporting defined in this document is only for THE OPERATOR SLA. Other
parties SLAs and OLAs are handled separately.

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5. SERVICE REPORTING FRAMEWORK

5.1 Framework

Business
Requirements

Collate
+

Business Translate &

Review Apply
+ +

Publish

5.2 Service Reporting Elements

Following are the key elements of the Service Reporting framework, considering THE
OPERATOR requirements:
 Service reporting measurements
 Target audience
 Methodology for calculations
 Reporting frequency
 Contents and formats for reporting
 Access to the reports and the delivery medium
 Trend analysis
 Service Improvement Plan
 Review meetings for performance improvement

5.3 Service Reporting Measurements

Measurements for Service Reporting are classified as per the defined scope in the
document. Some of the measurements include:
 Service dependability
o MTTR based on severity S1, S2, S3, S4
o MTTR S1 & S2 based on Critical or non-critical sites
 Service availability

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o Critical sites
o Non critical sites
o VSAT sites
 Network / Service performance
o Real time Latency
o Video Latency (Video, BPH, BPL, BE, VSAT)
o Jitter (Real time COS)
o Packet Loss (Video, BPH, BPL, BE, VSAT)
 Change Management
o New circuit provisioning (excluding civil works)
o Changes to an existing circuit (Bandwidth)
(Excluding HW change & civil works)
o Security policy change
 NOC performance
o Time in phone queue

5.4 Target Audience

Authorized audiences to whom the reports are submitted include:
 THE OPERATOR Management
 Management

5.5 Methodology for Calculation

This section describes the method used to calculate the KPI measurements.

Service Dependability
Methodology for Calculation Unit
Incidents restored within target /all incidents in a calendar month Percentage
(Will be measured separately for each severity levels: S1, S2, S3, S4)

Service Availability
Methodology for Calculation Unit
[Max Available Seconds in the month – Seconds lost during the month] / Percentage /
Max Available Seconds in the Month (%) site

Latency per link

Methodology for Calculation Unit
Calculated as the hourly average in mSec of at least 4 measures per hour. ms / link
No individual hourly average over the reporting period to exceed the

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latency target.

Jitter (Real time COS)

Methodology for Calculation Unit
Calculated as the hourly average in mSec of at least 4 measures per hour. ms / link
No individual hourly average over the reporting period to exceed the
latency target.

Packet Loss
Methodology for Calculation Unit
Calculated as the total hourly packet loss per link expressed as a percentage Percentage /
of total traffic for that link during the hour. No individual hourly percentage link
for the reporting period to exceed the packet loss target.

Change Management
Methodology for Calculation Unit
Percent of changes completed within target (within specified timing on the Percentage
request)

Time in phone queue

Methodology for Calculation Unit
Call holding time, average for all calls over one month (reporting period) minutes

5.6 Reporting Frequency

Service Reporting is of two aspects, periodic and ad-hoc.
 Periodic Service Reporting is provided on a monthly basis. These reports are
provided to the customer within five working days after the end of each month.
 The report covers the agreed measurements and details discussed in this document
 Ad-hoc reports are processed and submitted to the customer, based on the
requirement.
 Ad-hoc reports are processed as per the availability of authenticated information
and the resources in NOC. However, the urgency or priority is considered.

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5.7 Reports format

Reports are published online to the customers. Reports are presented in different forms
like:
 Tabular forms
 Graphical forms

Also the reports can be exported in Excel or pdf formats.

5.8 Access to reports & delivery medium

NOC uses Business Information System (BIS) tool as a delivery medium to produce Service
Reporting. This tool is also used to support the decision making process for the NOC
operations team and management. The technical details are converted into report types in
the form of charts; graphs etc in order to make the details visible to the THE OPERATOR
management and with the help of the same, timely corrective actions are made efficiently.
BIS provides a customized Interactive presentation screen. The solution is modular, scalable
and redundant.

BIS communicates with the respective tools through APIs or access DB(s) for the raw data.
The database for the reports are collected from various sources, processed and displayed in
the portal. NOC manager validates the report and after clearance he reviews with . Post
approval, the report will be published in the portal.

Authorized users are provided access to the Service Reports from standard browsers (IE and
Firefox). Authorized users are provided with password authentication to access the reports.
The reports can be extracted into Excel or pdf formats.

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5.9 Trend Analysis

NOC team develops and prepares the Service Reports on monthly basis. Trends for
performance measurements are prepared by BIS tool and same is used for reporting to THE
OPERATOR. NOC Manager analyses the monthly performance report and reviews with
internal team the achievements and areas for improvement.

5.10 Service Improvement Plan

Service Improvement Plan contains the necessary Corrective action and Preventive action
initiatives to improve the performance of Process or Services to THE OPERATOR. SIP is a part
of monthly management review item.

The information in the Service Improvement Plan includes:

 Performance Measurement and Process or service concern
 Initiative owner ( NOC Manager or )
 Approval from senior management (initiative approved by …)
 Description of the initiative
 Source of the measure (e.g. Service Review, Process Audit)
 Business case
a. Expected outcome of the initiative
b. Specific desired result of the initiative
 Implementation schedule and status
a. Target date
b. Current status

5.11 Review Meeting

Review meetings are held on monthly basis, chaired by THE OPERATOR. The Service
Reporting Reviews maintain formal records of outcomes & decisions and minutes are
distributed to the concerned team for further actions (if require). The subject covered
includes:
 Service performance levels
 Performance Trends and Analysis
 Defined Service reporting levels with targets
 Service Improvement Plans
 Any issues pertaining to equipment, system, compensation, security and admin

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The following information is recorded in Service Reporting review meeting:

 Name of the performance measurement under review
 Date and time of the review
 Person in charge of the review (THE OPERATOR chairperson name)
 Participants of the Service Review Meeting
o representatives (THE OPERATOR)
o / NOC representatives
 Summary presentation of achieved service levels and trends
 Report on exceptional situations (Shortfalls)
 Satisfaction regarding service quality
 Areas addressed for improvement initiatives
o From the customer viewpoint:
 Required short-term & long-term objectives
 Changed requirements with respect to service level reporting
o From the Operations viewpoint:
 Areas where service quality is to be improved
 Any initiatives or SIP

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6. SERVICE REPORTING PROCESS

6.1 Process Model

Service Reporting

NEMO NOC Manager OSS (NMS) STC Management MOI

Service
Report

First Collect & Collate

week of
every data
month
+
Initiate
Service
Reporting Prepare the
report
+

Verify &
Submit report

No
Approved?

Yes

Publish
Report

Receive

Online
Initiate Report

Report actions
for
viewers
Record and Review
Implement
+
actions

Close

6.2 Process Specification

Specification Description

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Summary/Purpose To establish a Service Reporting framework for Network

operations to produce and distribute reports of achievement and
trends against Service level targets.
Scope This is a Level 1 Process Specification.
Primary ITIL Reference Service Reporting
Related ITIL Practices Service Level management
Related Business  Optimize the Compliance to SLA
Driver  Report the Service Level performance against targets
 Minimize Moment of Truth (Touch-Points)
Related Operational OP-001, OP-002, OP-003 (Ref. 7.5)
Policies
Assumptions  Only KPIs defined in SLA is considered for reporting to the
customer.
 Monitoring of SLA KPIs and distributing the reports is
performed in NOC.
Trigger  Monthly Service Reporting
Basic Course of Event 1. Initiate Service Reporting
2. Collate the necessary information from database
3. Translate the data and prepare report
4. Verify and submit the report to management
5. Then distribute the report to THE OPERATOR
6. Review on service report
7. Initiate improvement actions
8. Record and implement actions
Alternative Path Corrections suggested by management
1. Receive comments
2. Update the corrections
3. Resubmit to management for approval
Service Report is approved
1. Publish the report in the portal
2. Notify the customers
Exception Path Nil
Extension points Continuous Improvement process
Preconditions 1. Necessary information is available
Post -conditions 1. Review Service Report
2. Initiate actions, if necessary

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Related Business BR-001 (Ref.7.1)

Rules*
Related Risks * (Ref.7.2)
Related Quality QA – 001(Ref.7.3)
Attributes
Related Data Quality DQ – 001, DQ-002 (Ref.7.4)
Dimensions
Related Primary SLA Refer to THE OPERATOR SLA
Terms
Related KPIs KPI-001 (Ref.7.6)
Related CTQs * CTQ-001 (Ref.7.7)
Actors/Agents NOC Manager, Management, THE OPERATOR Management
Delegation Delegation Rule -1: Agent Not Available
1. Delegate the task to the agent with same role
2. Update the task
3. Log the delegation
Delegation Rule -2: Agent Overloaded
1. Delegate the task to the agent with same Role
2. Update the task
3. Log the delegation
Escalation Escalation Rule 1: Service Report not approved: escalate to:
 NOC Manager
Process Map Section 5.1
Process Model Section 6.1
Other References  THE OPERATOR SLA

6.3 Roles & Responsibilities:

Roles Responsibilities
 Initiate the Service Reporting cycle
 Prepare the reports in the standard formats
 Submit to management for approval
NOC Manager
 Distribute the reports to the customer
 Publish the reports for On-line access to the customers
 Participate in the service review meetings with the customer

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 Report achievements and trends of service level performances

 Initiate corrective actions and review the performance
 Monitor the effectiveness of the overall service levels
 Share the improvement areas with the NOC and Operations
team for continuous improvement
 Collate the data from the database
 Transform the data and compare with Service Level targets
OSS (NMS)  Generate reports of various service levels against targets
Automated Tool  Generate graphical reports of performance
 Allow access to authorised users for service reports
 Provide on demand reports as per user requirements
 Review the Service Report with the NOC manager
 Provide approval to NOC to distribute
 Review the performance with the customer
 Provide necessary support to NOC for continuous
Management
improvement
 Initiate actions and share Service Improvement Plans with and
THE OPERATOR
 Monitor, review and guide the NOC operations
 Receive service reports as per defined timeline
THE OPERATOR  Review and provide feedback
 Support the entire operations for continuous improvement

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7. REFERENCE

7.1 Business Rules

BR ID Description Context Rule Source
Service reporting is to be
BR-001 published by 5th of every month Operations NA NOC BIS
for the previous month

7.2 Risk
Severity
Risk ID Description Source Status Resolution
Level

TBD TBD TBD TBD TBD TBD

7.3 Quality Attribute

QA ID Description Threshold
QA- 001 Authenticity TBD

7.4 Data Quality Dimension

DQ ID Description Threshold
DQ - 001 Accuracy TBD
DQ - 002 Timeliness TBD

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7.5 Operation Policy

Policy ID Description Context Importance (1-5)
Service reports can be audited for any month
OP-001 upon THE OPERATOR requests, with prior Operations 5
notice
Service reports are distributed after
OP-002 validation and approval from NOC manager Operations 5
& management
SLA reports are maintained highly
OP-003 confidential and only authorised users are Operations 5
allowed to access reports

7.6 KPI
Soft Hard
Name Acronym Description Context Importance
Threshold threshold
Service
KPI-001 SRWT Reporting Operations 5 TBD TBD
within timeline

7.7 CTQ
Soft Hard
Name Acronym Description Context Importance
Threshold threshold
Deviations
CTQ-001 DSRWT Operations TBD TBD TBD
in SRWT

7.8 Abstract Time-Scale

Name Acronym Description Quantification
TBD TBD TBD TBD

7.9 SLA Terms

SLA ID Description Context KPI OPI CTQ

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TBD TBD TBD TBD TBD TBD

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8. GLOSSARY/ACRONYMS

Terminology Description
BE BE –proposed delivery of service as Best Effort, class of service
BPH – proposed delivery of service as Business Priority High, class of
BPH
service
BPL - proposed delivery of service as Business Priority Low, class of
BPL
service
BPMN BE –proposed delivery of service as Best Effort, class of service
Business Reports
BR Information that is used to assist the business decision making
process
CE Customer Edge – demarcation point Router
COS Class of Service
Refers to an offset of time and space from the norm. For example,
in a network transmission, jitter would be a bit arriving either ahead
Jitter
or behind a standard clock cycle or, the variable arrival of packets.
(ITU-T)
KPI Key Performance Indicator
Terminology for New Services In Television and Sound -Program
Transmission - The time, expressed in quantity of symbols, taken for
Latency a signal element to pass through a device. It may be measured as
one-way or round-trip. In this SLA the term is related to Round Trip
Time. (ITU-T J.112)
MC Maintenance Centre
THE OPERATOR Ministry of Interior
Mean time to Restore (/Repair). The time between the detection of
an Incident and the service recovery (restoration). It is the sum of
MTTR
the detection, response, repair, and recovery times. Refer to the
diagram in this document “Incident Lifecycle”.
Network Modernization
Measured and reported achievement against one or more Service
Service Level
Level Targets
Service Level Target It is a commitment that is documented in a Service Level Agreement
The Process responsible for producing and delivering reports of
achievement and trends against Service Levels. Service Reporting
Service Reporting
agrees the format, content and frequency of reports with
Customers.

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Service Improvement Plan

SIP
A formal Plan to implement improvements to a Process or IT Service
Service Level Agreement
SLA It is a part of a service contract where the level of service is formally
defined

VSAT Very Small Aperture Terminal

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9. APPENDIX 1: BUSINESS INFORMATION SYSTEM

Below are the sample snapshots of the Business Information System which is used in NOC
to publish the Service Reports. The authorised users access the portal and view the Service
Level performances against targets.

9.1 Log in Screen

The system provides user name password based authentication. The login screen is given
below. On providing correct authentication credentials, the user is allowed to login and view
the dashboard. A typical dashboard view is as shown below.

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9.2 Service Report (Online View for authorised users)

The system provides dashboard view of reports. It also provides menu based report
invocation. Representation of the report is given in both tabular as well as chart form. There
are many icons on the report page which allows various facilities along with viewing the
report.
Each report is provided with selected dimensions on the rows and columns. For each
combination of these dimensions, selected measures are calculated. The user has the
flexibility to select which dimension should come in the row or column and what should be
the filter conditions. Additionally, the system provides the facility to download the report in
various formats.

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