Outage Template - TL 9000 Home by taoyni

VIEWS: 59 PAGES: 14

									Data Type   Field Name                       Field Type [length]
Mandatory   Outage ID Number                 alphanumeric [15 char]
Mandatory   Record Status                    alpha [10 char]
Mandatory   Company Name                     alpha [30 char]
Optional    D&B Number                       numeric [9 char]
Optional    Geographic Location Code         alphanumeric [20 char]
Mandatory   Report Date                      Date [DD-MM-YYYY]
Optional    Location - Country               alpha [30 char]
Optional    Location - Region                alpha [30 char]
Optional    Location - City                  alpha [30 char]
Optional    Site Name                        alpha [30 char]
Mandatory   Originator - Last Name           alpha [20 char]
Mandatory   Originator - First Name          alpha [20 char]
Mandatory   Originator - Phone               Phone [20 char]
Mandatory   Originator - email               alphanumeric [30 char]
Mandatory   Incident Date                    Date [DD-MM-YYYY]
Mandatory   Incident Time                    Time [HH:MM:SS]
Mandatory   Overall Duration                 Time [HHH:MM:SS.SS]
Mandatory   Total Outage Duration            Time [HHH:MM:SS.SS]
Mandatory   Partial Outage Duration          Time [HHH:MM:SS.SS]
Mandatory   Partial Impact                   NNN%
Mandatory   Excess Time                      Time [HH:MM]
Mandatory   Inability to Access Time         Time [HHH:MM]
Mandatory   Live System?                     enumerated (Y/N)
Mandatory   Manufacturer                     alphanumeric [30 char]
Mandatory   Model Name/Number                alphanumeric [20 char]
Optional    Card Name/Number                 alphanumeric [30 char]
Mandatory   SW Release                       alphanumeric [20 char]
Optional    System Type                      alphanumeric
Mandatory   Host or Remote                   enumerated (Host, Remote, NA)
Mandatory   CCS Outage Only?                 enumerated (Y/N)
Mandatory   Admin Outage Only?               enumerated (Y/N)
Mandatory   Scheduled Event?                 enumerated (Y/N)
Mandatory   End User Impacting?              enumerated (Y/N)
Mandatory   Amount of Service Affected       NNNNNNN
Mandatory   Type of Service Affected         alphanumeric
Mandatory   Outage Classification            enumerated (See Outage Classifications worksheet)
Mandatory   Attributable To                  enumerated (Service Provider, Supplier, Other)
Mandatory   Installation Related Outage?     enumerated (Y/N)
Dependent   Installing Company Name          alphanumeric [30 char]
Optional    Description of Service Failure   Text
Optional    Root Cause Analysis              Text
Optional    Supplier Ticket Number           alphanumeric [20 char]
Comments
Identifier that is unique per company that can be used to reference the outage e.g. YY-NNNNN
Valid entries are New, Revised and Deleted
Company Name - All records from a given company should always use the same spelling and case for their company name
Dun & Bradstreet number for the specific organization within the company that experienced the outage
Optional - example CLLI in United States SNJOCAMADS0
Date the report was written - We want to use the standard international date format
Country Name for the NE
State/Province/Region for the NE
City for the NE
Site Name - this may be optional?? For the NE
In the international market, it can be difficult at times to recognize first and last names
In the international market, it can be difficult at times to recognize first and last names

email address for contact info
Date the incident BEGAN
Time the incident began. SS=00 if minutes only available. Use International time convention, 24 Hour time
Overall = Total + Partial
Duration of total portion of outage
Duration of partial portion of outage
Percent of Element Affected, enter 100% for total; 25% for 911
Excess time is excluded from Supplier Attributable calculations. See TL for examples: Technician Time 6.1.4.1 B4
Inability to Access the NE time is counted as OTHER. See TL 6.1.4.3 b i 4
Information on lab and precut systems should be marked "N"
Supplier Name
Equipment Name
It would be good to have input on the failing card/equip. Can we do this? Discuss

Configuration of equipment (speed, channels, application, etc)(OC-xx,Opt Channels, xDSL)
If applicable
If applicable
If applicable [if an Administrative outage occurs along with a Total NE outage, this should be left blank]
Used to indicate if scheduled event or unscheduled event.
Did this failure cause a loss of service to end users
Numerical value of amount of service affected
Normalization Units Affected: DS1s, OC-48s, terminations, etc. Only a single unit can be reported.
see outage classification list.; don't use to assign "attributable to"
Defines if the outage is attributable to the Supplier, Service Provider or is due to outside causes
If applicable [for EIO outages]
If applicable [for EIO outages]
A narrative of FACTS as to what cause and or contributed to the failure
A description of the root cause analysis and the resulting solution.
Include supplier ticket number if outage associated with a service call
 r their company name




me 6.1.4.1 B4
Data Type      Field Name                Field Type [length]
Mandatory      Outage ID Number          alphanumeric [15 char]
Mandatory      Record Status             alpha [10 char]
Mandatory      Company Name              alpha [30 char]
Optional       D&B Number                numeric [9 char]
Mandatory      Report Date               Date [DD-MM-YYYY]
Mandatory      Originator - Last Name    alpha [20 char]
Mandatory      Originator - First Name   alpha [20 char]
Mandatory      Originator - Phone        Phone [20 char]
Mandatory      Originator - email        alphanumeric [30 char]
NEED TO RELAY FROM SVC PROVIDER TO SUPPLIER THE NECESSARY INFO FOR NORMALIZATION. SEE TABLE A-2
MY THOUGHT IS THAT THERE SHOULD BE ONE RECORD PER PRODUCT CATEGORY PER SUPPLIER RECORD/PRO
THE TRANSMITTAL FREQUENCY SHOULD BE MONTHLY??
THE NORMALIZATION DATA IS SOMETHING THAT WE HAVE TO DO, BUT WE COULD ALSO USE THE PROCESS TO V


Mandatory     Incident Date                    Date [DD-MM-YYYY]
Mandatory     Incident Time                    Time [HH:MM:SS]
Mandatory     Overall Duration                 Time [HHH:MM:SS.SS]
Mandatory     Total Outage Duration            Time [HHH:MM:SS.SS]
Mandatory     Partial Outage Duration          Time [HHH:MM:SS.SS]
Mandatory     Partial Impact                   NNN%
Mandatory     Excess Time                      Time [HH:MM]
Mandatory     Inability to Access Time         Time [HHH:MM]
Mandatory     Live System?                     enumerated (Y/N)
Mandatory     Manufacturer                     alphanumeric [30 char]
Mandatory     Model Name/Number                alphanumeric [20 char]
Optional      Card Name/Number                 alphanumeric [30 char]
Mandatory     SW Release                       alphanumeric [20 char]
Optional      System Type                      alphanumeric
Mandatory     Host or Remote                   enumerated (Host, Remote, NA)
Mandatory     CCS Outage Only?                 enumerated (Y/N)
Mandatory     Admin Outage Only?               enumerated (Y/N)
Mandatory     Scheduled Event?                 enumerated (Y/N)
Mandatory     End User Impacting?              enumerated (Y/N)
Mandatory     Amount of Service Affected       NNNNNNN
Mandatory     Type of Service Affected         alphanumeric
Mandatory     Outage Classification            enumerated (See Outage Classifications worksheet)
Mandatory     Attributable To                  enumerated (Service Provider, Supplier, Other)
Mandatory     Installation Related Outage?     enumerated (Y/N)
Dependent     Installing Company Name          alphanumeric [30 char]
Optional      Description of Service Failure   Text
Optional      Root Cause Analysis              Text
Optional      Supplier Ticket Number           alphanumeric [20 char]
          Comments
          Identifier that is unique per company that can be used to reference the outage e.g. YY-NNNNN
          Valid entries are New, Revised and Deleted
          Company Name - All records from a given company should always use the same spelling and case for their company name
          Dun & Bradstreet number for the specific organization within the company that experienced the outage
          Date the report was written - We want to use the standard international date format
          In the international market, it can be difficult at times to recognize first and last names
          In the international market, it can be difficult at times to recognize first and last names

           email address for contact info
LIZATION. SEE TABLE A-2 FOR INFO NEEDED.
SUPPLIER RECORD/PRODCAT/SUPPLIER

USE THE PROCESS TO VALIDATE THAT THE DBs ARE IN SYNC. E.G. PRODCAT - SUPPLIER - TOTAL RECORDS = N, CHECKSUM


          Date the incident BEGAN
          Time the incident began. SS=00 if minutes only available. Use International time convention, 24 Hour time
          Overall = Total + Partial
          Duration of total portion of outage
          Duration of partial portion of outage
          Percent of Element Affected, enter 100% for total; 25% for 911
          Excess time is excluded from Supplier Attributable calculations. See TL for examples: Technician Time 6.1.4.1 B4
          Inability to Access the NE time is counted as OTHER. See TL 6.1.4.3 b i 4
          Information on lab and precut systems should be marked "N"
          Supplier Name
          Equipment Name
          It would be good to have input on the failing card/equip. Can we do this? Discuss

          Configuration of equipment (speed, channels, application, etc)(OC-xx,Opt Channels, xDSL)
          If applicable
          If applicable
          If applicable [if an Administrative outage occurs along with a Total NE outage, this should be left blank]
          Used to indicate if scheduled event or unscheduled event.
          Did this failure cause a loss of service to end users
          Numerical value of amount of service affected
          Normalization Units Affected: DS1s, OC-48s, terminations, etc. Only a single unit can be reported.
          see outage classification list.; don't use to assign "attributable to"
          Defines if the outage is attributable to the Supplier, Service Provider or is due to outside causes
          If applicable [for EIO outages]
          If applicable [for EIO outages]
          A narrative of FACTS as to what cause and or contributed to the failure
          A description of the root cause analysis and the resulting solution.
          Include supplier ticket number if outage associated with a service call
 r their company name




 ORDS = N, CHECKSUMS ???




me 6.1.4.1 B4
Monthly




          Mandatory = Required to report
          Optional = Required for more extensive root cause
Each report is for a unique event; events are not combined into one report
One exception to the above rule is for multiple, successive, very short duration (seconds or less) events all due to
the same cause. The total durationunplanned outage event,combined on one report be recorded in a separate
If a Scheduled outage results in an of these events may be the unplanned event shall
outage report.
Outage reports should be sent as quickly as possible, preferably within 24 hours of occurrence. The time period
for reporting an outage event should be agreed upon between the customer and organization.
"TL"-labeled fields are mandatory.
"Layer 2"-labeled fields are recommended but not required by TL 9000. Layer 2 information contributes to the
more in-depth analysis of product performance that is performed by some Service Providers/Organizations. This
information is typically required or stored in an outage database.
Format of Model Name/Number should be agreed upon with the organization.
Format of SW Release number should be agreed upon with the organization.
Positive Reporting of number of outages by the 5th workday of the following month
Needs to be a provision for ensuring supplier receives a new copy if any fields are changed.
Format of Company Name should be agreed upon (e.g. Verizon vs Verizon Wireless)
Organization will overwrite existing outage data if a new copy of an outage report is received.
If any mandatory field cannot be completed because it is not applicable, NA shall be entered into the template.
Every mandatory field must have data in it.


Mandatory = Required to report
Optional = Required for more extensive root cause
                              Proposed Outage Classifications


                                                                Supplier        Service Provider
Outage Classification              Description                 Attributable       Attributable
                        Outages due to a random
 HARDWARE FAILURE       hardware or component failure               X
                        not related to design. (MTBF)
                        Outages due to a design
 DESIGN - HARDWARE      deficiency or error in the system           X
                        hardware.
                        Outages due to faulty or
 DESIGN - SOFTWARE
                        ineffective software design.                X
                                                             Outages due to a   Outages due to a
                                                             procedural error   procedural error or
                                                             or action by an    action by an
     PROCEDURAL                                              employee or        employee of the
                                                             agent of the       service provider.
                                                             system or          Didn't accept
                                                             equipment          available
                                                             supplier.          redundancy
   PROCEDURAL -
     SUPPLIER
                                                                    X
  PROCEDURAL - 3rd
      PARTY
                        Outages due to lightning or
                        external "high voltage
 LIGHTNING RELATED
                        transients" ( spikes ) introduced                               X
                        into the system.


                        Outages due to the loss of
                        facilities that isolates a network
  FACILITY RELATED
                        node from the remainder of the
                        communications network.



                        Outages due to power failures
   POWER FAILURE -
                        external to the equipment, from
    COMMERCIAL
                        the building entry out


  POWER FAILURE - From the building entry in to the
BATTERY/GENERATOR element
                                                                                        X
                  Outages due to internal
                  environmental conditions that
     INTERNAL
   ENVIRONMENT
                  exceed the design limitations of                                      X
                  the Vendor system's technical
                  specifications.
                          Outages due to external
                          environmental conditions that
      EXTERNAL            exceed the design limitations of
    ENVIRONMENT           the Vendor system's technical
                          specifications. Includes natural
                          disasters, vandalism, vehicular
                          accidents, fire, etc.

                          Outages due to high traffic or
 TRAFFIC OVERLOAD         processor load that exceeds the                                 X
                          capacity of a properly designed
                          and engineered system.
                                                           Scheduled event       Scheduled event
                                                           attributable to the   attributable to the
                                                           supplier that         service provider
   PLANNED EVENT                                           does not fit into     that does not fit
                          Planned events not covered by one of the other         into one of the
                          other categories, e.g. equipment outage                other outage
                          moves but not corrective actions classifications       classifications
                          Outages for which root cause
                          cannot be identified. Should
      UNKNOWN             only be selected if thorough             X
                          investigation did not yield a
                          cause.

                    Outages under investigation
                    where the root cause has not
UNDER INVESTIGATION yet been determined. Assigned
                    to supplier attributable unless
                    otherwise identified. To be used
                    initially; not a final classification.

                   An outage that occurs during an
                   assigned maintenance window,
MAINTENANCE WINDOW and during this window the
                   system is not required to be in
                   service. Is not applicable to
                   24x7 systems.



  Further Discussion
     New/Change
        Delete
                                               Add Note that
                                               CDE are to be
                                               used as
3rd Party                                      guidelines, not
Attributable         ??Delete C, D & E??       absolutes




Outages due to a
procedural error
or action by an
employee of an
organization other
than the service
provider or
system supplier.



       X


                     Deleted
                     Replaced w/ blue text -
                     Outages due to the loss of
                     facilities from an END
       X             OFFICE or network node
                     that isolates the node from
                     the remainder of the
                     communications network.
                     Outages due to the failure of
                     the EXTERNAL
                     COMMERCIAL POWER
       X             SYSTEM, DC or AC. On
                     commercial side of
                     distribution bay              COMMERCIAL
       X




Scheduled event
attributable to a
3rd party that
                                               Please review
does not fit into
                                               these definitions
one of the other
outage            Note: Look at row 46 to
classifications   determine attributable to




                  Is not reportable for TL
                  9000; however retaining this
                  data allows us to track the
                  downtime attributable to     Look into better
                  maintenance windows and name for this
                  drive behavior to reduce it  classification
1
2
3
For spreadsheet
Counting for total & partial hybrid outages
Clarification of reporting if planned event becomes an unplanned event (separate outages reported)

								
To top