REQUEST FULFILLMENT

PROCESS TRAINING
GNOC PROCESS - OPERATION SUPPORT DEPARTMENT
GNOC PROCESS

BACKGROUND AND
PURPOSE
DEFINITION AND GOAL OF REQUEST FULFILLMENT

Definition: Request Fulfillment process covers the activities necessary to record, evaluate, plan and execute service orders to fulfill a
demand by performing a configuration or provisioning task in Customer’s Telecom network and IS/IT infrastructure.

Goal:
1. Life cycle management and coordination of SR implementation (configuration / service initialization / resources, test, activation,
deactivation).
2. Complete the WO design planning support to collect data for optimal capacity, performance, or to perform parameter configuration for
network elements / resources when there is a dark solution. Support or deploy large projects (new network node integration, MSS, ...).
PROCESS OBJECTIVES

The objectives of Request Fulfillment process are:

Secure the existence of well-defined, updated and controlled Service Catalogue and Service Request Models
1 (Work flows). This is the most important objective.

Ensure correct feasibility analysis, evaluation and assignment of the Service Request according to
2 Service Request Model is performed.

Secure that Service Request fulfillment planning is performed in compliance to request

3 decomposition into tasks, execution sequence and following Change Management rules.

Ensure monitoring of Service Request lifecycle and its status reporting, including jeopardy handling
4 and communication plans.

Ensure that the Configuration Management Database (CMDB) is kept updated and accurate as a result of
5 configuration orders execution.
BASIC CONCEPTS

 Service Request
 Service Catalogue
 Service Request Model
 Work Order
Definition of service request and service catalogue

Service Request:
 A formal means to demand a service/resource configuration and provisioning performed in customer’s
infrastructure.
 Defined and controlled by a Service Catalogue.
 Service Request handling is End-to-End Service and Resource Fulfillment (SRF) responsibility.

Service Catalogue:
 Service Catalogue provides list of all deliverable services within a customer’s portfolio including description of
each service, coverage area, pre-requisites for service implementation, etc.
 Reference for end-users .
 Defined and controlled in agreement with customer.
Definition of service request model and work order

Service Request Model:

 Service Request Model contains all technical information for fulfillment of a service request.
 Defined and controlled in agreement with customer.
 It comprises of :
• Service Request (SR) decomposition into multiple tasks.
• Typical timeframes or Service Level Agreement (SLA) to fulfill the service delivery.
• Procedures, Method of Procedure (MoP), etc.

Work Order:
 A mean to request the execution of a single domain impacting configuration/provisioning tasks.
 Complementary request to support major projects carried out by Managed Services organization and its
scope is not listed in a Service Catalogue.
Difference Between SR/CR/WO
SERVICE REQUEST
 Service requests are the services or
request offerings from the service
catalogue.
 Generally a demand to request for a
service configuration or provisioning in
the system.
 Handling of these demands is the end-
to-end responsibility of SRF Team.
E.g.: DIA request from Corporate or end
users, Bulk Provisioning of subscribers in
HLR, Subscriber Addition/Deletion, New
Series addition/deletion, URL Blocking or
Unblocking, CBCH changes for promotional
messages, etc.
CHANGE REQUEST
 A change request involve a significant
changes to the service or
infrastructure, which may or may not
carry a high degree of risk.
 Change Request needs to be accessed,
evaluated and approved by Change
Advisory Board.
 Handling of Change Request is the
end-to-end responsibility of Change
Management Team.
E.g.: Traffic Migration, Redundancy
checking, Load Balancing, Node Reboot,
soft reset, Node Migrations, System
Update and Upgrades, etc.
WORK ORDER
 A work order (task) is a request
received in support to be provided to
other delivery organization to perform
a specific activity according to internal
agreements.
E.g.: Work order raised by Deployment
team for any major project support
related to Configuration or provisioning,
testing support or it can be Work order
raised for field inspection support from
Field Operations.
ROLE – SRF MANAGER

SRF Manager:
Is end to end accountable for the performance of SRF team and has the following specific
responsibilities:

 Service Request lifecycle monitoring.

 Identifying jeopardies in fulfillment workflow and support mitigation.
 Human resource allocation per domain and according with fulfillment requests demand.
 Solution design support.
 Supports Service Catalogue definition and approves updates.
 Standard Change Request list definition and modification approval.
ROLE – SRF ENGINEER

SRF Engineer:
Is responsible for the overall execution of the requests receives:

 Performing Service Request's analysis, planning and execution.

 Ensuring communication and notifications on progress status.
 Solution design support and low level design refining.
 Performs post implementation support (Service "baby sitting").
 Secures configuration database updating.
 Service Catalogue / Standard Change list modification's evaluation.
TRIGGER, INPUT AND OUTPUT
TRIGGERS
 Service Request from Customer
Service Desk, Engineering or Event
Management.
 Work Orders from Preventive
Maintenance, Engineering and
Deployment.
 Service Catalogue update request
from Service Delivery Manager
(SDM) or it can be periodic.
 Standard Change Request list update
request from Change Management
INPUTS
 Service Catalogue
 Service Request Model (Workflow)
 Activity Method of Procedure
(MoP)
 Service Level Agreement (SLA)
 Inventory and configuration
database
 Standard Change List
 Change Calendar
OUTPUTS
 Work Order executed.
 Service Request evaluated, planned
and executed as
per Service Level Agreement.
 Service / Resource provisioned or
configured.
 Service Catalogue updated.
 Standard Change List updated.
 Inventory and Configuration database
updated.
Service REQUEST Management Tool State transition

Reject SR and inform to originator

SR
Receive and evaluate SR

Assign SR scheduling, after which the

handlers need to create CR/WO/OD for
approval

When CR is generated from the SR in the

receive wait state, set automatic state of SR
to a "planed".

When the CR executes successfully and

moves to completion state, set automatic
state of SR to “Concluded”.

CR not successfully, set SR to the

“Execution Halted" and then SR returns to
“Assigned Planning”
REQUEST fulfillment- SUB PROCESSES

Service Request Handling

Service Catalogue/Standard Change

Lifecycle Handling

Work Order Handling

Work Order Rescheduling

Jeopardy Handling
GNOC PROCESS

REQUEST FULFILLMENT
KPIs
KEY PERFORMANCE INDICATORS - REQUEST FULFILLMENT

KPI NO. KPI DESCRIPTION

RF01 Total number of recorded Service Requests/Work Orders (as a control measure).

RF02 Percentage of Service Requests/Work Orders accepted.

RF03 Percentage of Service Requests evaluated within target time.

RF04 Percentage of Service Requests planned within target time.

RF05 Percentage of SR/WO executed within target time.

RF06 Percentage of SR/WO execution halted.

RF07 Percentage of Work Orders execution failed.

RF08 Percentage of SR/WO Cancelled.

GNOC PROCESS

FINAL EXAM