Network Management Center (NMC) Alarm Reduction Process

Current State

Prepared by: Jocelyn Nicholson

ITMGMT 530- Managing Process Innovations

Instructor: Professor W. Warner

January 23, 2011

NMCAlarm Reduction “Current State”

1.0Request

For Service (RFS)

2.0Establish

Planning Team

3.0Identify

RequirementsFor Reduction

4.0Create

Metrics Reports

5.0Analyze Reports

Results Process 6.0

RFSApproved

Requirements

Planning Team

Metrics Reports

Customer Request

ReportsDatabase

RFS Database

NMCAlarm Reduction “Current State”

cont’d

6.0 Identify Alarms for Reduction & S/W

Code change

7.0Implement Software

Changes (Alarm Reductions)

8.0Beta Test Changes

9.0Go/No Go

Vote

10.0Reduced Alarms

(Prod Environment) Reduced Tickets

Reduced Alarms

Customers Fix

(28% Reduced Alarms)

Process 5.0

Results

Code Alarm Changes Beta Test

Environment

Test Results

No/GoCode Rejected(Return to 6.0)

Go/ Code Approved