KULIAH KE 4

Thema

FUNGSI, MAP PROSES DAN NILAI / TARGET

PERFORMANSI (KPI)
FAULT MANAGEMENT (F)
DAN
CONFIGURATION MANAGEMENT (C)
SISTIMATIKA
• Fungsi, Map proses dan Nilai / Target Performansi (KPI)
Fault Management

• Fungsi, Map proses dan Nilai / Target Performansi (KPI)

Configuration Management
FUNGSI, MAP PROSES DAN NILAI/
TARGET PERFORMANSI (KPI)

FAULT MANAGEMENT
FAULT MANAGEMENT
PROCESS & KPI
eTOM Business Process Framework
Conceptual Structure
(Level-0)

CUSTOMER

STRATEGY, INFRASTRUCTURE & PRODUCT OPERATIONS

Market, Product and Customers

Service
Resources
(Application, Computing and Network)

Supplier, Partner

SUPPLIRES/PARTNERS

ENTERPRISE MANAGEMENT

Shareholders Employees Other Stakeholder

eTOM Business Process Framework
Level-1 Processes
CUSTOMER

STRATEGY, INFRASTRUCTURE & PRODUCT OPERATIONS

Strategy & Infrastructure Product Operation Fulfillment Assurance Billing
Commit Lifecycle Lifecycle Support &
Management Management Readiness
Marketing & Offer Management Customer Relationship Management

Service Development & Management Service Management & Operation

Resources Development & Management Resources Management & Operation (RM&O)

(Application, Computing and Network) (Application, Computing and Network)

Supply Chain Development & Management Supply/Partner Relationship Management

ENTERPRISE MANAGEMENT
Strategic & Enterprise Enterprise Risk Enterprise Effectiveness Knowledge & Re-search
Planning Management Management Management

Stockholder & External

Financial & Asset Relationship Human Resources
Management Management Management
M3400 - TMN Functional Decomposition
M3400
Security Configuration Fault Performance Accounting
Management
Management Management Management Management Management
Functional
Areas 4 5 6 4 4

M3400
Containment Security
Security Prevention Detection
& Recovery Administration
Management
5 10 16 24 55

M3400 Network Service

Status &
Configuration Planning Installation Planning & Provisioning
Control
Management & Engineering Negotiation
11 12 10 29 8 70

M3400
RAS Quality Alarm Fault Fault Trouble
Fault Testing
Assurance Surveillance Localization Correction Administration
Management
6 10 5 5 11 7 44

M3400 Performance Performance

Performance Performance
Performance Quality Management
Monitoring Analysis
Management Assurance Control
7 10 11 6 34

M3400 Collections
Usage Tariffing/ Enterprise
Accounting and
Measurement Pricing Control
Management Finance
17 8 21 11 57
7
Total functional units = 260
RM&O level 2 Processes ETOM vs – Rec ITU M.3400 (MFA)

RM&O LEVEL 2
PROCESSES v.3.5. (E- TOM)

Resource Resource Resource Data

RM&O Support Resource
Trouble Performance Collection &
& Readiness Provisioning
Management Management Processing

M.3400 MANAGEMENT
FUNCTIONAL AREAS (MFA)
(M3400 MFA ITU REC)

Security Configuration Fault Performance Accounting

Management Management Management Management Management

(E- TOM)
Security
Management

ENTERPRISE MANAGEMENT 8
eTOM Business Process Framework
Level-2 Resources Management & Operations / RM&O
( Aplication , Computing , & Network )
Resources Management & Operations (RM&O)
(Aplication , Computing & Network )

Resource Resource Resource Resource

RM&O Support &
Provisioning Trouble Mgt Performance Mgt Data Collection
Readiness
(RM&O-F) (RM&O-A) (RM&O-A) & Processing
(RM&O-OSR)
(RM&O-F)

DESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION

Manage classes of Allocate and Management of Monitoring,analyzing, Collect usage ,

Resources, ensuring Configure trouble with controling and network
That appropriate Resources , to allocated reporting and information
application, individual Resources on the performance technology events
computing and Customer of resources and performance
network resourcess service information
are available Instance in order for distribution to
and ready to to meet services other perocesses
Instantiate and requirements within the enterprise
Manage resources
instance

FAULT PERFORMANCE ACCOUNTING

CONFIGURATION MANAGEMENT MANAGEMENT MANAGEMENT MANAGEMENT
eTOM Business Process Framework
Level-3 Resources Trouble Management
(Fault Management)

Resources Management & Operations (RMO)

(Aplication , Computing & Network )

Resource Resource Resource

RM&O Support & Resource
Provisioning Performance Mgt Data Collection
Readiness Trouble Mgt
(RM&O-F) (RM&O-A) & Processing
(RM&O-OSR) (RM&O-A)
(RM&O-F)

Survey & Analyse Localise Resource Correct & Recover Track & Manage Report Close
Resource Trouble Trouble Resource Trouble Resource Trouble Resource Trouble Resource Trouble
DEFINISI FUNGSI / PROSES FAULT MANAGEMENT

Adalah kumpulan dari fungsi fungsi yang melakukan

pengamatan kesehatan jaringan (surveylan), deteksi
kerusakan jaringan, perbaikan dan recovery kerusakan
jaringan, pemeriksaan kembali kualitas jaringan,
pencatatan penyelesaian masalah jaringan
FUNGSI / PROSES RESOURCE TROUBLE MANAGEMENT
(FAULT MANAGEMENT) --- E-TOM

Survey & Analyze Resource Trouble

Localize Resource Trouble
Correct & Recover Resource Trouble
Track & Manage Resource Trouble
Report Resource Trouble
Close Resource Trouble
KEY PERFORMANCE MANAGEMENT (KPI) PENGELOLAAN
FUNGSI / PROSES RESOURCE FAULT MANAGEMENT

Fungsi / Proses Fault Management KPI

Surveilance & Analize Resource Trouble Responsif, Akurat,

Lengkap
Localize Resource Trouble Akurat, Cepat
Correct & Recover Resource Trouble Akurat, Cepat,
Resource Minimal
Track & Manage Resource Trouble Akurat, Lengkap
Report Resource Trouble Akurat, Timelines
Close Resource Trouble Akurat, Cepat

KPI FAULT MANAGEMENT : MTTR, MTBF, Availability Jaringan

 FUNGSI MANAJEMEN JARINGAN TELEKOMUNIKASI
FAULT MANAGEMENT

• Fault Management Definition

Fault Management merupakan seluruh kegiatan pengelolaan jaringan yang dibu-

tuhkan untuk memelihara seluruh Network Element dalam batas batas yang telah
ditentukan , dengan tujuan menjaga Performansi Network Element sehingga dapat
memberikan service sesuai atau melebihi harapan Pelanggan .

• Maintenance Strategy

Dalam menyusun strategi pemeliharaan harus dipertimbangkan hal hal sbb :

( ITU-T Recommendation M 3010 )
o Evolusi Network Element , mulai dari seluruhnya analog , campuran analog dan
digital sampai all digital ,serta evolusi service yang bisa diberikan oleh network a.l.
CSS No.7 , ISDN , IN, dll ,dan kemampuan alat maintenance ( termasuk operating
system) yang akan lebih maju ( misalnya kemampuan memonitor performansi ja
ringan )

o Penerapan “ Overall Maintenance Philosophy “ yakni konsep ; Entity Main-

tenance , Falures Classification dan Network Supervision .
 FUNGSI MANAJEMEN JARINGAN TELEKOMUNIKASI
FAULT MANAGEMENT ( Sambungan )

Maintenance Strategy ( sambungan )

o Harus dapat mendukung kegiatan maintenance lainnya yang berkaitan dengan

administrasi operasi pemeliharaan seperti database , spare part, statistik
gangguan dan lain lain .

o Harus mempunyai tujuan uama untuk meminimalkan timbulnya ataupun pengaruh

gangguan ( pro active maintenance ) . Dalam hal terjadi gangguan harus dapat di-
lakukan hal hal sebagai berikut :
- Menugaskan teknisi / expert yang btepat untuk perbaikan
- Menetapkan lokasi gangguan secara tepat
- Menetapkan perangkat / Tool yang tepat
- Informasi yang tepat
- Waktu dan tindakan yang tepat

Prinsip Prinsip Dasar Pemeliharaan Jaringan

Untuk dapat menerapkan strategi umum diatas , bisa digunakan beberapa prinsip dasar
Pemeliharaan Jaringan sebagai berikut :
 FUNGSI MANAJEMEN JARINGAN TELEKOMUNIKASI
FAULT MANAGEMENT ( Sambungan )

Prinsip Prinsip Dasar Pemeliharaan Jaringan ( sambungan )

o Preventive Maintenance
Pemeliharaan jaringan yang dilaksanakan secara berkala , atau menurut kriteria
yang telah ditetapkan , dengan tujuan mengurangi kemungkinan gangguan dan
atau mencegah elemen dari degradasi fungsi .

o Corrective Maintenance
Pemeliharaan yang dilaksanakan setelah diketahui adanya gangguan dengan
tujuan untuk memperbaiki sehingga dapat berfungsi seperti sediakala .

o Controlled Maintenance
Filosofi dasar pada 2.4.2 bisa diterapkan pada network elemen analog, campuran
analog – digital mapun digital penuh . Akan tetapi Controlled Maintenance akan
lebih cocok diterapkan pada Network Digital , untuk perangkat Analog dibutuh
kan tambahan External Maintenance Tool .
FUNGSI MANAJEMEN JARINGAN TELEKOMUNIKASI
FAULT MANAGEMENT ( Sambungan )

Centralized Maintenance

o Penggunaan Centralized Maintenance memberikan keuntungan keuntungan :

- Organisasi Operasi , Maintenance dan Administrasi menjadi lebih Flexible

- Pemanfaatan tenaga ahli menjadi lebih effisien
- Meningkatkan efektifitas pemeliharaan
- Penggunaan Data / Database lebih effektif
- Mengurangi biaya pemeliharaan
- Meningkatkan availabilitas Network Element
- Meningkatkan Quality Of Service
- Kondisi Network dapat diketahui secara menyeluruh sehingga mendukung
tingkat akurasi pengambilan keputusan
PENGAWAKAN (MANING) SISTIM MANAJEMEN
HELPDESK
• Sistim Manajemen Helpdesk Sistim Pengendalian Penyelesaian Masalah
Layanan IT agar Usaha Penyelesaiannya
Lebih Effektif dan Lebih Effsien sehingga
berdampak pada hasil yang Maksimal.

• Untuk penyelesaian setiap jenis masalah (masalah Data dan Aplikasi atau masalah
Infrastruktur) , terdapat 4 (empat) fungsi yang harus berperan, yaitu ;
1. Fungsi Front Office Expert ( FOE) ; menerima info gangguan dan dispatch
(mendistribusikan) ke Penanggung Jawab perbaikan (FME,BOE atau FMS)
dengan menggunakan Tool Aplikasi Manajemen Helpdesk
2. Fungsi Fault Management Expert (FME); memperbaiki / mengatasi
kerusakan di Lapangan dengan menggunakan Tool Aplikasi Manajemen
Helpdesk.
3. Fungsi Back Office Expert (BOE) ; memperbaiki / mengatasi kerusakan
secara Remote dari Kantor Pusat Dispenda Jawa Barat dengan menggunakan
Tool Aplikasi Manajemen Helpdesk.
4. Fungsi Fault Management Specialist (FMS); monitoring, analisa masalah
, dan rekomendasi pemecahan masalah.
PENGAWAKAN (MANING) SISTIM MANAJEMEN
HELPDESK

• Fungsi FOE lebih berperan sebagai “ Call Center “ (menerima masalah dan
mendispatch), sementara FME,BOE, dan FMS berfungsi yang menyelesaikan
masalah .
• Mengingat Fungsi FOE yang sangat penting yaitu bertanggung jawab atas
Pembukaan dan Penutupan TT (Fungsi Pengendalian/ Quality Control) , maka
seyogyannya untuk fungsi ini ditunjuk Personil yang mengetahui masalah
secara sistim , cukup senior (tidak perlu mengetahui teknis detail), dan mudah
diakses (dikontak) untuk pembuatan dan penutupan TT.
• Bagi FME dan BOE yang merupakan Group Personil, Personilnya bisa sama

pembedaan fungsi ini hanya bekerja dilapangan (disite) atau bekerja di Pusat
PUSLIA, sehingga dapat melihat kecondongan pengeluaran biaya perjalanan
dinas dan peningkatan kompetensi staff PUSLIA dilapangan.
• Fungsi FMS pada dasarnya adalah eskalasi akhir penyelesaian masalah, karena
fungsi ini harus membuat keputusan strategis untuk penyelesaiaan masalah
lebih lanjut, maka fungsi ini seyogyannya dipegang oleh Ka.Seksi nya sendiri ;
Ka.Seksi Data dan Aplikasi Pendapatan, Ka.Seksi Infrastrruktur Pendapatan.
PROSES , OWNER , DAN HASIL PENYELESAIAN MASALAH
SISTIM MANAJEMEN HELPDESK (IDEAL)

Siklus Manajemen
Helpdesk
Masalah Data dan Aplikasi
Statistik Hasil
Data & Data &
Aplikasi FME BOE FMS Aplikasi

Statistik Hasil
FOE Penyelesaian
Masalah Masalah
Informasi dan Informasi &
Aplikasi PUSLIA Aplikasi
Siklus Manajemen PUSLIA
Helpdesk
Masalah Infrastruktur
Statistik Hasil
Data & Infrastruktur
Aplikasi FME BOE FMS

FOE

KA.PUSLIA KASI.DATA & APLIKASI – KASI INFRASTRUKTUR KA.PUSLIA

PROSES , OWNER , DAN HASIL PENYELESAIAN MASALAH
SISTIM MANAJEMEN HELPDESK (SDM TERBATAS)

Masalah Statistik Hasil

Data & Data &
Aplikasi Siklus Manajemen Aplikasi
Helpdesk
Data , Aplikasi Statistik Hasil
, dan Infrastruktur Penyelesaian
Masalah Masalah
Informasi dan Informasi &
FME BOE FMS
Aplikasi PUSLIA Aplikasi
PUSLIA

Masalah FOE Statistik Hasil

Data & Infrastruktur
Aplikasi

Fungsi Helpdesk dan

Penyelesaian Masalah
Ditangani bersama
(Matrik)

KA.PUSLIA KASI.DATA & APLIKASI – KASI INFRASTRUKTUR KA.PUSLIA

PETA PROSES (MAP PROSES) FUNGSI / PROSES RESOURCE
FAULT MANAGEMENT JARINGAN IT (BEST PRACTICE)
CO TT To FMS - Add FAQ Article

OH 3 6 11 6
- CO TT To FMS
15 Fault Fault

T
- CO TT To FOE 8
Fault 7 Review & Restored Management

N
Management
Associated Escalate to Implement

CO
1 Document The
Existing TT 3rd Party The Solution Fault
Implementation Statistik
Yes - FAQ Restored Fault Not 20 12
Login TT Status FOE Explorer - Add FAQ Article FME Restrored HD Performance
Performance Aplikasi View - CO TT to 3rd FOE - CO TT To FMS 4 Management
BOE Performance
Management
1 2
HD
Party,FMS or - CO TT To FOE 10
Solution Report HD
FME Related To 3rd Review & HD
Performance
START Handle TT Corellated to New TT - Add.Note TT Document The Fault 2 STOP
Party FMS
Request existing TT 4 5 Solution Implementation Not User Data,
User Data,
Found Restored 14 HD Data Aplikasi
Aplikasi 3 Performance & Infra.
& Infra. FOE FOE Create Perform Initial Update TT
No Implement The
Trouble Ticket Diagnosis FME 5 Status
HD HD Solution 16
Field Support HD
FOE FOE
Needed BOE Monitoring TT Network
Network HD HD Add Note TT Status Surveillance
5
Surveillance
9 No Need Field Support
Solution
F. Support Needed FMS
HD Found In No Need 7
KDB Record Field Support 1 HD
Solution in TT CR Change
System Need Manage 6 - TT Status View
CR Need ment - Add Note TT
9
FME Change - Hystory Of
No Solution Manage 3 Ticket Escalation
HD ment
13
4 Trouble Add Needed
Close TT Ticket Note Record Re-Assigment
19 Close Solution
- FAQ Explorer TT Solution in TT CO To FOE Needed
- CO to FMS 8 Found
System 17
Close Trouble - Add Note TT FM Perform futher
12
Ticket - Co TT To FME or Division Diagnostics No
BOE Re-Assigment
BOE Trouble and Analyze Solution 10
7 TT
FOE Ticket HD

FME FMS
HD Assign to 2 12 Solution
8 10 SIM
HD Perform futher Found CO To FOE
target Party OP
BO Division Diagnostics 18
FOE Trouble Type and Analyze
Note : Huruf Merah 11 Escalate TT
11
Aktifitas HD
BOE No
9
Aplikasi - FAQ Explorer Solution
- CO to FMS FMS
 MAP PROSES BISNIS JARINGAN
( Key Indicator : Profit Margin, ASR, Kompetensi & Produktifitas SDM )

Produk
Eksisting
Data Routing dan
6c data Billing

H
5 SISFO

O
Permintaan 2 3 Configuration Complain, Request,

T
15
Produk Management Informasi
Hasil Kemasan Kapasitas

N
Service Product 8 * Time 7
Riset Produk Siap Jual

CO
Marketing Management Interval 6
* New Market * Services Installed * All Trunk Utility Guidance
Produk 13
Growth Rate Growth Rate Capacity Busy 7
Non Provisioning
3 * Occupancy
Eksisting BIDNIAGA BIDNIAGA 8 Kebutuhan 4
PROVISIONING Fraud
sirkit 8 1
Management
Network 2
12 8 6a2 * Reduce
Planning &
1 Development Fault 11 Uncollectible 7
5 Revenue
Management
2 * Network
Transport Fraud
Inter- Intercon- Trafficability BIDDAL
7 7 (Terestrial) 9
connection nection * Availability
BIDPRANBANG Equipment
Kebutuhan Sirkit Status
* Operator Performance
Sirkit maintenance
Satisfaction BIDHAR 15
* Revenue Configuration transport
8 17 - Penyelesaian
1 6a2 1
BIDNIAGA Kebutuhan Sirkit / Trend Traifk complain
Fault 7
Customer Management - PSB Customer
6b 8 Hasil
Care Transport - Performance Care
Koreksi
Customer * Customer 4 13 (Satelit) * Customer Customer
Performance
Satisfaction * Availability Satisfaction
16 Management 7 6
* Revenue Transport Fault Sirkit * Revenue
Performansi Hasil
8 * Call Block OPSAT
Network Koreksi
BIDNIAGA BIDNIAGA
BIDDAL 10
Complain 6a1
3
complain IN Japati Status maintenance
5 Fault 16 9
Management Respons ke Operator dan Divisi Lain
13
Fault mgt, billing Switching
Identifikasi
Complain, 8
Fraud * MDII 6d
11 8 Request, 4
BIDHAR Informasi Operation
17 Tariff & 10
Order dari Operator dan Divisi Lain System Pemenuhan
Charging
Complain, Management
* Margin
Request, * Provisioning 7
* Revenue
Informasi Time Interval
7 12 BIDNIAGA
BIDTMN

Management Management
Control Management KUG + Information
SDM Akuntansi System

AUDITOR BIDSDM BIDKUG BIDTMN

 6a2 . WORK FLOW FAULT MANAGEMENT-TRANSPORT
(LEVEL- 1)

DETECTION/ ANALYSIS RESTORE & REPAIR VERIFICATION COMPLETION

IDENTIFICATION

OH 6a2 .2 ok

NT Restore Restore

CO
* MTTR Status Info

SMC 2
2 Surveillance
Status Info Status Info
nok 2
DacsScan
Status Info
6a2 .1 Referral 2 nok
Trouble Ticket SMC
or Surveillance 1
Trouble report * MTTR 6a2 .3
6a2 .6 6a2 .7
Local
Surveillance Repair Notify
Verify
* MTTR * MTTR

OS Problem
ok
CC LMG Surv/Anl /TAC Surveilance

Performance Issues
TIM
DacsScan 3 Trouble Clear CC
DataBase SOP/
SMP
TIM/ ITT/LMTT
Dacs Scan SISNET
Phone Call
6a2 .4
Escalation
Data Analysis
* AccurasiT.Ticket
1 6a2 .5
channel alocation measurment Technical
* Acc Metric Eva.
Assistence 3
CM * MTTR
Analis

Provisioning Problem
Transport Performance, * Number Chronic
Chronic problem, Problem
metrics, TAC
Trouble ticket quality
CM
TIM
ITT/LMTT
OS Trouble ticket

DataBase TIM 4
SISNET ITT/LMTT
DataBase 4
System Support to Dacs Scan
OS All Function
OS
5
Repair
5

Revisi-2
Aug-98
 6a2 .1.a. WORK FLOW SURVEILLANCE ( LEVEL 2)
for E.1 MAINTENANCE

6a2.1 .a.2

H
Metric point 1.a.4 Metric point1.a.5 Metric point 1.a.6
Create

TO TroubleTicket
Analis

N
Metric point-1.a.1 issues 6a2.1 .a.9 6a2.1 .a.10

CO

S ervice working as design

to Analis Call
Surv Call Out Local
TIM Apropriate
Process Repair
Repair LMG
ITT/ Surv Surv
LMTT
6a2.1 .a.1 6a2.1 .a.3
Take Ph.call/
Alarm Non Service Affecting
pro active ow
Analysis
action
Notify
Surv Surv Status of trouble
Metricpoint-1.a.2

S ervice Affecting
Metric- point1.a.3
DacsScan Metric point1.a.7
6a2.1 .a.4 6a2.1 .a.5
Restore(Dacs Only)
Create Pick up
Restore
TroubleTicket TroubleTicket

Surv Surv

E .1 Trouble
Metric point1.a.8
6a2.1 .a.11
ITT/
LMTT Close Ticket
Wrongly
Reported
6a2.1 .a.6 6a2.1 .a.7 6a2.1 .a.8
Surv
PickUp Display Identification Trouble Not Found
SMC
TroubleTicket alarm Alarm 6a2.1 .a.12
Issues
Surv Surv Surv Trouble on higher System
TroubleTicket Higher
to Higher System
System
TIM/ TIM/ Surv
ITT/
Dacs Dacs
LMTT
Scan Scan
Metric point1.a.9
ITT/
LMTT
 6a2.1.a.3. WORK FLOW : Pro Active Action (Level-3)
for E.1 Maintenance

OH
NT
CO Metric-point 1a311 Metric-point 1a312

6a2.1.a.3 .1 6a2.1.a.3. 2
SwitchOver Call Out
Surveillance
to Call Out Local
Alarm
Back up Apropriate
Analysis Process Repair
Channel LMG
Surveillance Surveillance
Fault Management RAS QUALITY ASSURANCE :
• Net.RAS Goal Setting • Serv.outage reporting
Process • Serv.Availability Goal Setting • NE outage reporting
• RAS Assesment
Telecommunications Management
Network by Divakara K.Udupa ALARM SURVEILLANCE :
• Alarm policy • Alarm indication mgt.
• Net.Fault Event.Analysis. • Log control
• Alarm status notification • Alarm correlation &
• Alarm reporting Filtering
• Alarm summary • Failure event
• Alarm event criteria detection &reporting

FAULT LOCALIZATION : • Net./NE Fault

FAULT
• Fault localization policy localization
MANAGEMENT
• Verification of Parameter & • Running of diagnosis
• Detecting and Isolating Connectivity
abnormal condition
• Quality Assurance for FAULT CORRETION:
• Mgt Of Repair process • NE fault correction
RAS.
• Arrangementsm for repair • Automatic restoration
• Error to be logged I n
with customer
database
• Scheduling & dispatching
• Terdiri dari Fault
adm.of repair forces
Management Set
Group
TESTING: • Test access configuration
• Test point policy
• Test cct.configuration
• Service test
• NE test control function
• Cct.selection, test corr.,
• Result & Status Reporting
and fault location • Test access path mgt.
• Selection of test suite
• Test access
• Test acces net.cont.& rec.

TROUBLE ADMINSITRATION • Trouble ticket creation notification

• Trouble report policy
• Trouble ticket administration
• Trouble reporting
• Trouble report status change &
notification
• Trouble information query
KPI FAULT MANAGEMENT
PROCESS • Setting
RAS QUALITY RAS
ASSURANCE Accuracy

ALARM • # Alarm
SURVEYLLANCE • Dispather
Speed

FAULT
FAULT • Accuracy MANAGEMENT
LOCALIZATION • Speed
• MTTR
• MTBF
• Accuracy • Avalability
FAULT • Speed
CORRETION • Gaul

• Accuracy
TESTING • Lengkap

• Timely
TROUBLE
• Lengkap
ADMINSITRATION
CONTOH TUGAS KELOMPOK
FAULT MANAGEMENT
FAULT MANAGEMENT

Oleh :
Tim /Kelompok Pembuatan Tugas
Manajemen Jaringan Telekomunikasi UMB
PENDAHULUAN
Fault Management

• Adalah himpunan fungsi yang mendeteksi, mengisolasi,

dan memperbaiki kerusakan pada jaringan telekomunikasi.
• Ketika kesalahan atau problem terjadi, komponen jaringan
akan mengirimkan pemberitahuan kepada operator jaringan
menggunakan protokol seperti SNMP . Alarm indikasi yang
muncul terus-menerus akan hilang apabila problem telah
diatasi. 
Sebagian besar fungsi manajemen dilakukan oleh
Operation System. Fungsi-fungsi ini dapat dilakukan
oleh operator manusia atau secara otomatis.
Suatu fungsi manajemen bisa dilakukan oleh lebih dari
satu operation system jaringan. Komunikasi data
digunakan untuk saling mempertukarkan informasi
manajemen antara operation system.
Management Functional Network

--Fault Management
- Configuration Management
- Accounting Management
- Performance Management
- Security Management
 Network planning & Engineering
Installation
Configuration Management Status & Control
Service Planning & Negotiation
Provisioning

Alarm Surveillance
RAS Quality Assurance
Fault localization
Fault Management Fault Correction
Testing
Trouble Administration

Performance monitoring
Performance quality assurance
Performance management
Performance Management Control
Performance analysis

Usage measurement
Tariffing/Pricig
Accounting Management Collection & Finance
Enterprise control

Prevention
Detection
Security Management
Containment & Recovery
Security administraton
Mapping Proses Fault Management
Mapping Proses Fault Management
Mapping Proses Fault Management
Mapping Proses Fault Management
FUNGSI, MAP PROSES DAN NILAI/
TARGET PERFORMANSI (KPI)

CONFIGURATION MANAGEMENT
CONFIGURATION MANAGEMENT
PROCESS & KPI
FUNGSI MANAJEMEN JARINGAN TELEKOMUNIKASI
CONFIGURATION MANAGEMENT

• Fungsi Fungsi atau Proses Proses dalam Configuration Management

o Proses Capacity Management , yaitu proses yang berkaitan dengan net-

work Inventory ,mengawasi capacity stock minimum existing network ,dan
memberikan masukan ke Network Planning .
o Network Topology Service , yaitu proses yang berkaitan dengan peneta –
pan konfigurasi dan routing jaringan .
o Network Provisioning , yaitu proses instalasi perangkat dan fasilitas / trans
misi baru , penyediaan service baru , instalasi service baru , penyiapan dan
tracking order dan updating database setelah instalasi ( data base manage-
ment )

• Configuration Management Strategy

oMenghindari tindakan penolakan Customer Order yang disebabkan tidak

tersediannya sarana ( Capacity Management )
oMengusahakan Konfigurasi dan Routing Jaringan yang EFFISIEN
oProses Manajemen yang terpusat ( electronic mail , centarlize data base ,
dan implementasi pengendalian proses order control yang effektif )
 FUNGSI MANAJEMEN JARINGAN TELEKOMUNIKASI
CONFIGURATION MANAGEMENT ( Sambungan )

• Prinsip Dasar Configuration Management

o Kebenaraan dan Kelengkapan Informasi Order
o Kecepatan dan Ketepatan Order
o Order Control , setiap Order harus dimonitor aksesbilitasnya
o Order Tracking , setiap order harus diidentifikasi dan dilacak kelancaran
prosesnya .
o Centralized Order , Control dan Tracking

• Centralized Configuration Management

Implementasi Centralized Configuration Management akan mendukung tercipta –

nya fungsi Configuration Management yang EFFEKTIF dan EFFISIEN antara lain
karena :
o Effisiensi SDM
o Memudahkan pengontrolan dan tracking
o Kecepatan Proses
o Kejelasan Tanggung Jawab
o Kepuasan pelanggan
eTOM Business Process Framework
Conceptual Structure
(Level-0)

CUSTOMER

STRATEGY, INFRASTRUCTURE & PRODUCT OPERATIONS

Market, Product and Customers

Service
Resources
(Application, Computing and Network)

Supplier, Partner

SUPPLIRES/PARTNERS

ENTERPRISE MANAGEMENT

Shareholders Employees Other Stakeholder

eTOM Business Process Framework
Level-1 Processes
CUSTOMER

STRATEGY, INFRASTRUCTURE & PRODUCT OPERATIONS

Strategy & Infrastructure Product Operation Fulfillment Assurance Billing
Commit Lifecycle Lifecycle Support &
Management Management Readiness
Marketing & Offer Management Customer Relationship Management

Service Development & Management Service Management & Operation

Resources Development & Management Resources Management & Operation (RM&O)

(Application, Computing and Network) (Application, Computing and Network)

Supply Chain Development & Management Supply/Partner Relationship Management

ENTERPRISE MANAGEMENT
Strategic & Enterprise Enterprise Risk Enterprise Effectiveness Knowledge & Re-search
Planning Management Management Management

Stockholder & External

Financial & Asset Relationship Human Resources
Management Management Management
M3400 - TMN Functional Decomposition
M3400
Security Configuration Fault Performance Accounting
Management
Management Management Management Management Management
Functional
Areas 4 5 6 4 4

M3400
Containment Security
Security Prevention Detection
& Recovery Administration
Management
5 10 16 24 55

M3400 Network Service

Status &
Configuration Planning Installation Planning & Provisioning
Control
Management & Engineering Negotiation
11 12 10 29 8 70

M3400
RAS Quality Alarm Fault Fault Trouble
Fault Testing
Assurance Surveillance Localization Correction Administration
Management
6 10 5 5 11 7 44

M3400 Performance Performance

Performance Performance
Performance Quality Management
Monitoring Analysis
Management Assurance Control
7 10 11 6 34

M3400 Collections
Usage Tariffing/ Enterprise
Accounting and
Measurement Pricing Control
Management Finance
17 8 21 11 57
46
Total functional units = 260
RM&O level 2 Processes ETOM Vs Rec ITU M.3400 (MFA)

RM&O LEVEL 2
PROCESSES v.3.5. (E- TOM)

Resource Resource Resource Data

RM&O Support Resource
Trouble Performance Collection &
& Readiness Provisioning
Management Management Processing

M.3400 MANAGEMENT
FUNCTIONAL AREAS (MFA)
(M3400 MFA ITU REC)

Security Configuration Fault Performance Accounting

Management Management Management Management Management

(E- TOM)
Security
Management

ENTERPRISE MANAGEMENT 47
eTOM Business Process Framework
Level-2 Resources Management & Operations / RM&O
( Aplication , Computing , & Network )
Resources Management & Operations (RM&O)
(Aplication , Computing & Network )

Resource Resource Resource Resource

RM&O Support &
Provisioning Trouble Mgt Performance Mgt Data Collection
Readiness
(RM&O-F) (RM&O-A) (RM&O-A) & Processing
(RM&O-OSR)
(RM&O-F)

DESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION

Manage classes of Allocate and Management of Monitoring,analyzing, Collect usage ,

Resources, ensuring Configure trouble with controling and network
That appropriate Resources , to allocated reporting and information
application, individual Resources on the performance technology events
computing and Customer of resources and performance
network resourcess service information
are available Instance in order for distribution to
and ready to to meet services other perocesses
Instantiate and requirements within the enterprise
Manage resources
instance

FAULT PERFORMANCE ACCOUNTING

CONFIGURATION MANAGEMENT MANAGEMENT MANAGEMENT MANAGEMENT
Configuration Management NETWORK PLANNING AND ENGINERING
• Product Line Budget • Mgt of planning & enginering process
Process • Spplier & Tech.Policy • Demand forecasting
• Area Boundary Definition • Net.,Access,Fasility, Infras.Design
Telecommunications Management • Infrastruktur planning • Routing & NE design
Network by Divakara K.Udupa
INSTALATION:
• Procurement • Matrial Mgt.
• Mgt.of instalation • Scheduling & Dispatch Adm.of Ins.
• Contracting • Instalation Complation Report
• Real estate mgt. • Software Adm.
• Arrangement of Ins.with Cust. • NE.Ins .Administration
• Net.Ins.Adminsitration • Loading software into Nes.
CONFIGURATION
SERVICE PLANNING & NEGOTIATION :
MANAGEMENT • Service Planning • Mgt.of sales process
• Service feature definiton • Custumer nedd identification,service
• Collecting data from NEs planning, service festure
• Marketing
• Providing data to NEs, • Solution [proposal
• External relatio0n
• Exercising control over
data Collection from Nes PROVISIONING:
• Net.connection mgt.
for suppoting the Network • Provisioning policy
• Cct inventory notification & query
Capacity and Provisioning • Matrial mgt.policy
• NEs configuration,adminsitration ,
Management • Access road determination
• Derectory adress determination database mgt, ressource selection &
• Lease Cct determination assigment, part design, inventory
notification and query
• Request for service
• Assignable Inv.mgt
• Service status administration
• Loading program for service feature
• Net.Resource selection & assigment
• Mgt. of pending changes in Nes
• Interexchange cct design
• Storage of parameters and cross-connects
• Acess cct design
• Storage and execution of service
• Lease Cct and fasilities design
• Self- inventory
• Mgt of pending net.changes

STATUS & CONTROL • Access to state information

• Priority service policy&restoration
• Notification of state changes
• Message handling systems network status
by NEs
• Leased circuit network status
• Transport network status
• NE status and control
KPI Configuration Management
Process
NET.PLANNING & • Planning
ENGINEERING Accuracy &
Efectivity

• Timely &
INSTALATION • MTTI
CONFIGURATION
MANAGEMENT

• Capacity
SERVICE PLANNING Growth
• Cost Effektif
& NEGOTIATION • MTTI
• Net.Perf.

• Timely &
PROVISIONING
• MTTI

STATUS & • Accuracy

CONTROL • Effktif
CONTOH TUGAS KELOMPOK
CONFIGURATION MANAGEMENT
MAP PROSES CONFIGURATION MANAGEMENT

Oleh :
Tim /Kelompok Pembuatan Tugas
Manajemen Jaringan Telekomunikasi UMB
 FCAPS

Configuration management is the C from the FCAPS

(fault, configuration, accounting, performance, and
security).

Configuration management is a key function of this

model, and while many people think of each
function of FCAPS as being equal.

53
07/02/2023
 Interactions of the FCAPS Functions

54
07/02/2023
 Expectations of
Configuration Management
Users:
• Informed of changes in configuration
• Scheduled downtime & periodic reports
• Rapid response/resolution of problems
Network Engineers:
• Predefined configuration attributes
• Standardized protocols and interoperability
Network Administrators:
• Change connectivity of network as required
• Users are unable to change configurations

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 Definition of Telecommunication
Management Network (TMN)

TMN menyediakan kerangka kerja untuk mencapai

interkoneksi dan komunikasi di seluruh sistem
operasi yang heterogen dari jaringan
telekomunikasi. TMN dikembangkan oleh ITU
sebagai infrastruktur untuk mendukung
manajemen dan penyebaran dinamis layanan
telekomunikasi

56
07/02/2023
 Definition of
Configuration Management

Configuration Management adalah proses untuk

mendapatkan data konfigurasi fungsional dari
setiap perangkat jaringan, menyimpan dan
mendokumentasikan data, dan kemudian
memanfaatkan data tersebut untuk mengelola
operasi semua perangkat jaringan juga tentang
proses yang diperlukan untuk dukungan network /
jaringan dan operasi.

07/02/2023 57
 Why Configuration Management?

• Systems are as complex as they have ever

been
• Networked systems must be configured
properly
• Managing how these devices are configured
and documenting these configurations is
extremely important

07/02/2023 58
 Configuration Management Activities

• Gather network configuration information

• Store the data in redundant locations
• Use configuration information to identify & make
necessary configuration changes
• Produce configuration reports

07/02/2023 59
 Configuration Management Functions

1. Network Topology Control

2. Network Provisioning
• Progress of New Equipment Installations
• Progress of New Service Configurations
3. Inventory Management
4. Version Control
• Device Configuration
• Firmware Version
5. Configuration Control
• Local
• Remote
6. Network Documentation
07/02/2023 60
 Configuration Management can be
Summarized as:

• Device hardware and software inventory collection

• Device software management
• Device configuration collection, backup, viewing,
archiving, comparison
• Detection of changes to configuration, hardware, or
software
• Configuration change implementation to support
change management

07/02/2023 61
 Configuration
Management Information

Network Maps:
• Documents physical & logical network design
• Should be used as “background” for a fault management system
Software Inventories:
• Licensing Information
• Support Contract/Contact Information
Hardware Inventories:
• Make/Model
• Serial Number
• Property Accounting Tag Number
• Support Contract/Contact Information

07/02/2023 62
 Pembuatan Map Proses
Configuration Management

A. Fungsi / Proses Internal Configuration Management

(KPI : Availability Network, Growth, Efficiencies, Product life cycle) :

a. Design Solution

b. Allocate Spesific Resources to Service

c. Track and Manage Work Order

d. Implement and Configure Service

e. Test Service End to End

f. Activate Service

07/02/2023 63
 Pembuatan Map Proses
Configuration Management
a. Design Solution (KPI : Design Network Quality, efektifitas & efisiensi
jaringan)

Menetapkan solusi apakah menerapkan jaringan baru, upgrade yang sudah

ada atau hanya menambahkan aplikasi, bahkan menyediakan layanan end-to-
end kualitas yang efektif.
b. Allocate Spesific Resources to Service (KPI : Determine, Reserve, Release,
Allocated, Install and Commissioning Resource):
Investigating the ability to be able to satisfy specific service orders as a part of a
feasibility check, Reserving or allocating specific resources
Confirming availability of, or initiating an order for equipment
· Installing and commissioning specific resources following delivery.
07/02/2023 64
 Pembuatan Map Proses
Configuration Management

c. Track and Manage Work Order (KPI : Asset Utilization, Effectifity Planning)
- Creating work orders for preventive and corrective maintenance.
- Committing inventory to a work order.
- Scheduling multiple tasks, such as mechanical, electrical, and
so on, in a work order.
- Tracking the progress of a work order by status.
- Tracking work order costs, such as labor, materials, and so on.
- Recording unlimited detailed information about a work order.
- Completing and closing a work order.

07/02/2023 65
 Pembuatan Map Proses
Configuration Management
Track and Manage
Work Order
process flow

07/02/2023 66
 Pembuatan Map Proses
Configuration Management

d. Implement and Configure Service (KPI : Custumer Satisfaction, Penjualan)

These processes are responsible for:
- Assessing and planning the approach to be undertaken for implementation,

configuration and activation.

- Re-using standard implementation, configuration and activation processes

applicable to specific services.

- Updating the information contained in the service inventory

07/02/2023 67
 Pembuatan Map Proses
Configuration Management

e. Test Service End to End (KPI : Availability, Interconnection Network, Mean Time

to Repair)
Tujuan melakukan Test Service end-to-end adalah untuk mengidentifikasi

dependensi sistem dan memastikan bahwa informasi yang tepat lewat di antara

berbagai komponen sistem.

07/02/2023 68
 Pembuatan Map Proses
Configuration Management

f. Activate Service (KPI : Custumer Satisfaction, Availability, Interconnection

Network)
Tujuan melakukan Activate service adalah agar sistem terdistribusi serta

menyediakan semua sarana yang diperlukan untuk instantaneous

deployment dan penyediaan layanan konvergen untuk bisnis yang mencakup

wilayah tradisional telepon, pengiriman multimedia dan akses jaringan.

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 Pembuatan Map Proses
Configuration Management

B. Fungsi / Proses Eksternal Configuration Management

Proses Proses eksternal yang terkait antara lain adalah :

a. SM&O (Service Management and Operation) Support and

Readiness

b. RM&O (Resources Management and Operation) Support and

Readiness

c. Asset Management

d. Procurement Management

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