Uma S.

Delivery Manager
British Telecom
SIT Alumnus Telecom Branch Year 2000 (1st batch)

Syllabus
Module IV
Service Assurance: 7 Hrs
Proactive service assurance
Reactive service assurance
Customer and network Fault / Fault Management
Trouble Ticket Management
Topology & Configuration Management
Planning & Testing
Performance Management
SLA Management

Service Assurance
Do you get annoyed when you cannot reach your friend on your mobile phone?
And what about that time when you sent a message to your colleague that you
were running late and it turned out that she never got it?
Today your mobile phone can handle more services than just voice telephony.

A lot of effort is put into introducing services such as video call, mobile TV,
streaming, etc.
As a user you want to be certain that when you pay for a service it will work
properly!
No matter whether it is because you want to make sure that you will be able to

see that particular episode of your favourite programme or because you want to
be certain that you can reach your business partner at any time.
As an operator, there are a number of advantages of being able to measure the
performance in order to be able to guarantee a certain quality of the services. One
of these advantages is the possibility to prioritize traffic flows of customers that
generate high revenue streams.

Service Assurance
Service assurance, in telecommunications, is the application of policies and
processes by a Communications Service Provider (CSP) to ensure that services
offered over networks meet a pre-defined service quality level for an optimal
subscriber experience.
There are majorly 2 types of service assurance processes:
Proactive assurance:
Includes policies and processes to proactively pinpoint, diagnose and resolve
service quality degradations or device malfunctions before subscribers are
impacted. This is done before ay complaints raised by the customers.
Reactive assurance:
Includes policies and processes to pinpoint, diagnose and resolve service quality
degradations or device malfunctions. This will be done as a part of trouble ticket
shooting after the customer has made a complaint on the service.

Advantages of Service Assurance

The service providers will have a chance to increase their revenue by assuring a certain service

quality.
When price and service features become more and more similar between different service
providers a key differentiator for the customer will be quality. It will improve customer loyalty and
the end-user will be more eager to use the service.
It will also reduce churn and influence the possibilities for additional services in a positive way.
By providing an expected quality of the services, the service provider might get the image of a
trusted and respected provider.
There will always be a segment of the market that is more interested in high quality and
reliability, and is willing to pay more in order to get it.
The revenues can also be increased through the possibility to reduce the Time-To-Market of a
service.
If the network is overloaded it is possible to prioritize the services that generate high revenue
streams.
The operational expenditure (OPEX) will decrease because of the improved operational
processes.
Problems can also be solved proactively through early alarms about service performance
degradations. This enables the operator to discover problems and resolve them before they get too
big. Thus the cost for resolving problems can be reduced.
Surveying and maintaining the network will be more effective since personnel at all levels will
have the same information about service quality and usage.
The operator can also reduce over provisioning of network resources since measurements of the
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actual service quality can be made.

Quality of Service (QoS)

When talking about service assurance the term Quality of Service (QoS) is a keyword. It is
defined by ITU and ETSI as the collective effect of service performance which determine the
degree of satisfaction of a user of the service..
Different views on service quality:
End-to-end view: The end user has an end-to-end view, that measures the quality of the
total experience.
Performance of individual network elements: The network/service provider on the
other hand is often interested in the performance of individual network elements.
This also illustrates that the same performance parameters cannot be used by providers and
by customers. It is important to express the quality in terms meaningful to the customer,
instead of the providers technical language.
As an example the customer might require that at least 99 of 100 calls should work without
any problems. The service provider then translates this by applying requirements on the
different network components, e.g. minimum response time or delay.

Service Level Agreement (SLA)

Service assurance can be implemented by setting up a Service Level Agreement (SLA).
An SLA in this context is a written contract between a service provider and a service
recipient that states what performance should be provided for a certain network service.

These performance parameters are called Service Level Objectives (SLOs) and indicate that
e.g. the response time or availability of the service should be kept at a certain level.
The actual value of the parameters is then measured and compared with the value stated in
the SLO.
The agreement often states penalties that should be paid in case of non-compliance.

Operation Level Agreement (OLA)

Operation-level agreements (OLAs) are internal back-to-back agreements that define how
two different organizations will work together to support the delivery of defined IT services
to customers and users.

While an OLA is very similar to an SLA, it has some key differences.

An OLA defines how departments will work together to meet the service-level requirements
(SLRs) documented in an SLA.

Key Performance Indicators (KPIs)

Key Performance Indicators (KPIs) are parameters that provide measurements of a specific
aspect of the performance of a service resource.
These parameters can be for example availability of the service, response time, delay and
memory utilization.
A Key Performance Indicator (KPI) is a quantifiable metric of the performance of essential
operations and/or processes in an organization. Hence, KPIs can do the following:
Reflect the performance of network operators in achieving their goals and objectives.
Reflect strategic value drivers rather than just measuring non-critical business activities
and processes.
Measure the health of the networks, servers, and applications and help ensure all
individuals at all levels are using consistent strategies to achieve shared goals.
Provide the focal point for standardization, collaboration, and coordination.

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E2E Service Assurance Architecture

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E2E Service Assurance Architecture

Quality of Service data is gathered from the access, core and service network through
performance monitoring processes.
The data can be classified as belonging to either infrastructure QoS, traffic streams QoS or
end user QoS.

It is then aggregated in the Data Refinement layer and KPIs are defined.
Thresholds are set up in order to be able to issue service alarms and reports.
The status of the service components is presented to the Service Level Manager in the form
of events and statistical reports.

The Service Level Manager in turn, gathers the information and correlates it if necessary in
order to create an either general or individual performance view.

The KPIs are then compared with the pre-defined Service Level Objectives (SLOs) agreed
upon in the SLA.
While the Service Level Manager provides a real-time view, the SLO reporting function
provides a historical view. It is used for follow-up and final analysis of the service
performance and SLA agreements.

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Fault Management

Fault Management is the process of

detecting,
isolating, and
correcting
the abnormal operation of a telecommunications network and its environment.

Trouble Event Taxonomy:

Trouble Events

Fault Event
Performance Event
Alarmed
Non-Alarmed

Critical

Major

Minor

Warning

Defects

Anomalies
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Fault Management Scope

In general, Fault Management addresses the following five classes of trouble events:
Events related to the received Transmission signal content and structure
Events related to severe Quality of Service degradations
Events related to software Processing
Events related to network Equipment replaceable modules
Events related to the Environment in which the equipment resides

Fault Management Transmission Events:

Continuity supervision to detect loss of the transmission signal
Connectivity supervision to detect misconnections
Signal quality supervision to detect signal degradation
Payload type supervision to detect inconsistencies between the transmitted signal and the
expected received signal
Multiplex structure supervision to detect inconsistencies between the transmitted and
expected received signal
Alignment supervision to detect framing problems
Protocol supervision to detect inconsistent or unexpected protocol exchanges

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Fault Management

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Fault Management
Functions of Fault Management System:
Network monitoring + alarm management + advanced alarm processing function
Fault diagnostic/ root cause analysis/ troubleshooting
Maintaining historical alarm logs
Trouble ticketing
Proactive fault management

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Fault Management
Network Monitoring:
Allow a network provider organization:
To see whether the network is operating as expected
To keep track of its current state
To visualize the current state

The most important aspect of network monitoring is alarm management

Alarm is an unsolicited messages from the network indicate that some unexpected event
has occurred
Link down
Intrusion detected

Basic Alarm Management Function:

Alarm management with basic functions:

Collecting alarms
maintaining accurate and current lists of alarms (historical alarm data)
Visualizing alarms and network state

The most important task consists of collecting alarms and making sure that nothing

important is missed
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Fault Management
Basic Alarm Management Function:

Visualizing Alarm (a) Table list (b) Topology Map

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Fault Management
Basic Alarm Management Function:
Historical alarm data can be useful
To resolve future problems faster by recognizing patterns and recalling their past

resolution
To establish trends, to see how alarm rates and types of alarms reported have evolved

over time

Advanced Alarm Management Function:

Alarm forwarding function email, SMS
Acknowledging function allow network operators to acknowledge alarms
Trouble ticket

The clearing of alarm a second alarm to indicate that the alarm condition no longer
exists
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Fault Management
Advanced Alarm Management Function:

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Fault Management
Alarm and Event Filtering
Filtering - To block out as many irrelevant or less important event as possible or
redundant alarm
Subscribe only needed alarms as specified by some criteria
Deduplication : discard the redundant alarms within a time

Correlation To preprocess and aggregate data from events and alarms distill it into more
concise and meaningful information

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Fault Management
Fault Diagnostic and Trouble shooting
The analysis process that leads to a diagnosis is often referred to as a root cause analysis
For example: Device Overheating
Troubleshooting can involve simply
retrieving additional monitoring data about a device.
Injecting some tests into a network or a device
Loopback tests
Ping / traceroute

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Fault Management
Proactive Fault Management
Most fault management is reactive
Deal with faults after they have occurred
Proactive fault management
Taking a step to avoid failure conditions before they occur
Test network to detect deterioration in the quality of service
Alarm analysis that recognizes pattern of alarms caused by minor faults that point to
bigger problems

Trouble Ticket
The trouble ticket system helps keep track of which trouble tickets are still outstanding
Trouble tickets are assigned to operator who are responsible for resolving the trouble
ticket
Not every alarm results in trouble ticket, only when alarm conditions having impact to
deliver services or need human intervention
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Fault Management
Process Flow:

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Fault Management

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Fault Management

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Fault Management

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Fault Management
Need for Fault Management system:
Limitations of human resources
Various Network Element vendors in the same network environment
Technology and network are more complex
Huge number of alarms from huge number of network elements
Need to find the root cause and solve the problems faster

Business and Operational Benefits:

Fast and reliable identification of the root-cause of a network fault
Full automation of fault management tasks
Support for various network domains
Unified alarm management across different network elements
Easy integration with existing systems.

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Fault Management Sample use case

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Trouble Ticket Management

What is a Telecom Trouble Ticket?
Trouble tickets are formal records that identify a problem, and then assign responsibility for
analysis and resolution of that problem. A ticket could be as simple as a note of paper with
description of the issue, its status, the date of the complaint, name of the complainant, and
the resolution date, etc.
A trouble ticket problem can be related with:
A phone set
A phone service
A voicemail
Long distance authorization codes
Service down time
The customer raises a trouble ticket, if there is an issue in the telecom service.

The problems encountered by customers can vary from customer to customer, place to
place, but on a broader level Trouble Tickets can be categorized into Telecom exchange
end or Customer equipment end, which can be further subdivided to categories on the
basis of skill set requirements.
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Trouble Ticket Management

Whenever a customer experiences any problem with the issues listed above; a trouble
ticket is raised to a service provider.
A program called Request Tracker (RT) keeps track and points out the details of the
complaints.

This allows the tester to inform more accurately about how long will it take for a request
to be processed and performed. The tester sends the customer an email to notify; when
the work will be completed.

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Trouble Ticket Management

An ideal trouble ticket resolution application should be able to:
Ensure that network and other offered services are well managed and any escalated issue
is resolved promptly.
Determines, which problem should be considered as urgent.
Creation of complete task report from resolution, closure to archiving.
The application should have an archived database that can be used by the tester to
analyse and resolve any impending issue related with trouble ticket.
The application should be cost effective and resolve any issue promptly.
The application should be user friendly and easy to learn.
The application should be able to split and merge existing trouble tickets.
The application should have an efficient resource management system.
The application should have automatic ticket escalation as well as shift escalation system.32

Trouble Ticket Management

In an ideal Trouble Ticket application, the Customer reports the fault by using the
Trouble Ticket Reporting front end of the application or by calling the helpdesk.
The customer has to answer the predefined intelligent set of questions, which also
initiates the Fault diagnosis process.

If the fault is similar to the one already reported then it is marked as a repeat Trouble
Ticket.
Customer is provided with the Trouble Ticket ID so that customer can check the status of
the Trouble Ticket.

A Trouble Ticket application should have a workflow automation engine to test necessary
tasks such as line test, network test to detect the cause and category of the problem
reported.

Provide regular updates to client. The Client should receive the regular updates
pertaining to current status of the trouble ticket.
Fix an appointment in case In case the resolution requires Customer site visit,
Maintain the trouble Ticket Closure reports.

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Trouble Ticket Management

An on-line Trouble Ticket form should have these fields given below:
First Name
Last Name
Company
E-mail
Phone
Hosting OS Platform
Account ID
Username
Account Password

Problem Subject

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Topology & Configuration Management

It includes the initial configuration of a device to bring it up as well as ongoing
configuration changes
Configuration management functions:
Configuring Managed Resources
Auditing the network and discovery whats in it
Synchronization management information in the network
Backing up network configuration and restoring
Managing software images running on network equipment

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Topology & Configuration Management

Configuring Managed Resources
This involves sending commands to network equipment to change its configuration
settings
It might involve only one device or many devices.

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Topology & Configuration Management

Auditing and Discovery
Auditing - To find out what actually has been configured read and check
Reason to do (auto) Discovery
Inventory records might not be accurate
Changes might not always be recorded
More efficient than to enter the information into management app.

Synchronization
Reconciliation
The network is considered as the master of information
The information should reflect what is actually in the network

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Topology & Configuration Management

Synchronization
Reprovisioning
The management system is the master of management information

Discrepancy reporting
The decision of how to synchronize is made by the user

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Topology & Configuration Management

Backup and Restore
In case of some catastrophic event, it helps network operators brings the network

back to operation in a short period of time

For example
Save in a file
Setup a TFTp server

Image Management
How to keep track of software images are installed on which network device
How to deliver new images to those devices without disrupting service

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Planning & Testing

Accelerating the time it takes to optimize operations, introduce new systems and
bring new products to market is a goal shared by most CSPs. But first to market
often doesnt guarantee success, rapid growth or an enhanced reputation. The
products and delivery also need to be well designed, developed and tested.

Common Uses
Engage in clients operational support systems (OSS) development lifecycle for new
product roll-outs and/or application enhancements
Acceleration of launch intervals
Optimize and introduce methods and procedures (M&P) and training materials
Deliver a focused and methodical approach to ensuring a higher degree of quality in OSS
applications and associated business processes for the business end user
Coordinates various stakeholder organizations and IT teams for planning and execution
phases
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Planning & Testing

Benefits:
More timely delivery of higher quality tools and processes
Reduce costs associated with defect resolution and rework
Identify pre-launch issues and missed requirements
Validate new functionality against original business requirement

Manage and capture results to identify defects and enhancements to systems and
processes
Smoother integration and adoption by end-users
Achieve productivity and efficiency gains through identification of future process and
tool enhancements

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Performance Management
The primary function of an ideal performance management system is to optimize the use of
the network and applications so as to provide a consistent and predictable level of service.
Once this goal is established, then the focus of performance management is to optimize the
performance of the network and applications in order to comply with service-level
agreements.
Performance management involves the following:
Configuring data-collection methods and network testing
Collecting performance data
Optimizing network service response time
Proactive management and reporting
Managing the consistency and quality of network services
Performance management is the measurement of network and application traffic for the
purpose of providing a consistent and predictable level of service at a given instance and
across a defined period of time.
Performance management involves monitoring the network, application, and service
activity and adjusting designs and configurations in order to meet performance
requirements or improve performance and traffic management.
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Performance Management (Cntd)

Performance Management Definition:
In terms of networking, performance management is the configuration and measurement of
network traffic for the purpose of providing a consistent and predictable level of service.

Performance management involves monitoring network activity and analysing and

adjusting network design and configuration in order to improve performance and traffic
management.
Performance monitoring involves the continuous collection of data concerning the
performance of network elements. Performance monitoring is designed to measure the
overall quality of performance, using monitored parameters to detect degradation.
Performance analysis:
The collected performance records may require additional processing and analysis to
evaluate each entitys performance level. Performance analysis includes the following
functions:
Creating recommendations for performance improvement
Evaluating threshold policy
Forecasting network usage
Capacity analysis of the network

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Performance Management (Cntd)

Performance Metrics
Performance metrics provide the mechanism by which an organization measures critical
success factors.

Performance metrics vary from business to business.

They indicate how you will determine whether you have carried out the critical success
factors that you identified, and indicate the kind of data you will need to gather.

Performance metrics are as follows:

Connectivity (one-way)
Delay (both round-trip and one-way)
Packet loss (one-way)
Jitter (one-way) or delay variation
Service response time
Measurable SLA metrics

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Implementing Performance Management

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Implementing Performance Management

Define Performance Goals and Metrics:
As part of the performance management process, it is essential to define the goals for the
network, applications, and supported services in a way that all users can understand.
Each of the performance goals should be defined in a measurable way. Include the use of
availability and response-time metrics tied into a system of notification when thresholds are
exceeded.
Availability: Availability is the measure of time for which a network system or
application is available to a user. From a network perspective, availability represents the
reliability of the individual components in a network.
Response time: Response time is the best measure of customer network use and can
help gauge the effectiveness of your network.
Throughput: Throughput is used to measure the overall data transfer capability of a
network
Gather baseline data: Perform a baseline review of the current network/system prior to
a new solution deployment and after the deployment in order to measure expectations
set for the new solution. This baseline helps determine if the solution meets performance
and availability objectives and benchmark capacity.

To achieve an ideal network management system, the components of performance

management should be actively integrated into the network/system.
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Implementing Performance Management

Performance Data Collection:
Performance data collection is the process of collecting performance-related management data
from the network/system and storing it in a database or data file.
The goal of any performance management activity is to collect data that can be used to validate
the physical and logical configuration of the network and applications and to localize potential
bottlenecks as early as possible.
The polling engine in a network management system can be utilized for data collection
purposes. Most network management systems are capable of collecting, storing, and presenting
polled data.
Performance Data Reporting:
Performance reporting is the presentation of the collected data. The collected data can be used
to analyse faults, growth, and capacity of the network. Reports are useful only if properly
correlated data is presented in a useful manner to its intended audience. For example, upper
management tends to want reports of the networks performance in simple measurable terms,
such as a summary of network availability.
Performance reports can include data on the following:
Network and device health
Faults
Capacity planning

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Implementing Performance Management

Measuring Network Performance:
Performance management is a general term that actually incorporates the configuration and
measurement of distinct areas. Four areas of performance measurement in distributed
networks are:
Measure response time: Network response time is the time required for traffic to travel
between two points. Response times that are slower than normal, seen through a baseline
comparison, or that exceed a threshold might indicate congestion or a network fault.
Measure accuracy: Accuracy is the measure of interface traffic that does not result in
error and can be expressed in terms of a percentage that compares the success rate to
total packet rate over a period of time. For instance, if 2 out of every 100 packets result in
error, the error rate would be 2 percent and the accuracy rate would be 98 percent.
Measure utilization: Utilization measures the use of a particular resource over time.
The measure is usually expressed in the form of a percentage in which the usage of a
resource is compared with its maximum operational capacity.
Capacity planning: As stated earlier, capacity planning is the process in which you
determine the likely future network resource requirements to prevent a performance or
availability impact on business-critical applications.
For instance, the minimum response time for application x is 500 ms or less during peak
business hours. This defines the information to identify the variable, the way to measure it,
and the period of day on which the network management application should focus.

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Implementing Performance Management

Perform a proactive fault analysis:
Proactive fault analysis is essential to performance management.
The data that is collected for performance management can be used for proactive fault
analysis.
Proactive fault management is the way that the ideal network management system can
achieve the goals you determined.
The relation to performance management is through the baseline and the data variables that
is in use.
Proactive fault management integrates customized events, an event correlation engine,
trouble ticketing, and the statistical analysis of the baseline data in order to tie together
fault, performance, and change management in an ideal, effective network management
system.

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Implementing Performance Management

Performance Base lining:
Performance base lining is the process of studying the network, application, and
servers/clients; collecting relevant information; storing it; and making the results available
for later analysis.

A general baseline includes all areas of the network, such as a connectivity diagram,
inventory details, device configurations, software versions, application/disk/CPU/memory
utilization, link bandwidth, and so on.
In summary, the objective of base lining is to create a knowledge base of the networkand
keep it up to date.

There are three major components of performance base lining:

Documenting
Completing performance assessment
Understanding and planning
The base lining task should be done on a regular basis, because it can be of great assistance
in troubleshooting situations as well as providing supporting analysis for network planning
and enhancements. It is also used as the starting point for threshold definitions, which can
help identify current network problems and predict future bottlenecks.
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SLA Management
Service Level Agreement Management is responsible for establishing, reviewing and
cancellation of Service Level Agreements (SLAs) with customer.
Service Level Agreements
are based on Service Design
are negotiated and agreed with the customer
need the Supply Management Process for the supply of services (agreed in supplier
contracts)on service levels (SLAs) from external partners (if needed)
need the Supply Management Process for the supply of services (agreed in Ucs i.e.,
underpinning contracts ) on service levels (OLAs: Operating level agreement. An internal
agreement supporting the SLA requirements ) from internal partners (if needed)
The purpose of Service Level Agreement Management is to manage Service Level
Agreements in a way that customer requirements are reflected and contracts are
coordinated and harmonized. Basic requirement is to balance the value and quality for the
customer with the costs of service.
Service Agreement Management contributes to an integrated Service Management approach
by achieving the following goals:
Every service provided to a customer is covered by an SLA containing a description of the
guaranteed and agreed service level.
To achieve the service level targets, OLAs and UCs are established in support of the SLAs
by the Supply Management Process.
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SLA Management
High Level Process Chart

This chart illustrates the Service Agreement Management process and its activities as well as
the status model reflected by the service record evolution.
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SLA Management
SLA Requirements Engineering
Service Level Agreement Staff forms together with the CRM Staff a team and decide on who is
the requirements engineering agent. This agent gets in contact with the customer and defines
customer requirements. This person needs to be an expert concerning the service offered by
the company, to match customer requirements with existing services or to define if required
services are possible to be delivered in commercial and technical view. A close cooperation
with the Service Design Process, CRM and all Operation Processes is necessary.
The final regiments need to be written and agreed with the customer. An requirement
document is provided.

Activity Specific Rules:

define requirement with customer
check requirement with internal processes if
technical deliverable
commercial feasible

support a business case definition together with CRM process

set status on "engineered"
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SLA Management
SLA Negotiation
Requirements are prices and then discussed with the customer. Different options of service
delivery are discussed. In addition for each service a service level is defined, proceed and
discussed. This pricing of diverse service levels is supported by the Service Level Management
Process.
A final agreement version is distributed and discussed between all involved parties.
Activity Specific Rules:
trigger Service Level Management Process for price information on diverse Service level of
Service to customer
combine all information to offer/ agreement
discuss with customer
if final version agreed - provide final contract version to all parties for signing
set status on "negotiated"

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SLA Management
SLA Agreement
Final version of the contract is checked by all parties including now the check layer. Final
version is distributed, signed and documented in the contract/ agreement data base (see CRM
Process).
Activity Specific Rules:
Provide final check of agreement including check by law
Sign contract
Document contract by providing is to the CRM Process
Set status on "agreed"

SLA Monitoring
Existing agreements need to be monitored:
All aspects NOT involving the service quality are monitored by the CRM process
All service quality concerning aspects are monitored by Service Level Management Process

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SLA Management
SLA Monitoring (Cntd..)
Activity Specific Rules:
monitor quality of service -> trigger Service Level Management Process for monitoring,
receive and analyse information
monitor all other contract aspects -> trigger CRM Process, receive and analyse information
monitor agreement for end of service (based on date, conditions or customer request)
if end of service
set status on "end of service"
continue with next activity

SLA Reporting
Service level reports, used by both the business and the IT department, contain the
monitoring data used to measure performance against objectives.

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SLA Management
SLA Review
The service level agreement is formalized in a review procedure: the service level agreement
review (SLA Review). The SLA Review is a two-way communication between the IT
department and the organization. It ensures that the services are being delivered efficiently
and are optimized to meet the organization's requirements.

SLA Expiration
Contract cancellation is done in the CRM Process due to complete legal situation in case of
contract cancellation. Service Level Agreement Management is triggered by CRM process and
the monitoring of a agreement is stopped.
Activity Specific Rules:
stop monitoring of agreement on trigger from CRM process
set agreement on "expired"

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SLA Management
Penalties
SLA also includes defining penalty clauses if the Service Level as agreed in SLA is not met.
The penalties for non-conformance should be detailed, but emphasis should be made on
motivation rather than to antagonize the situation. These may range from notification of:
Lost fees
Repayment of fees
Compensation for lost earnings
Termination
Combination of the above
Invoking penalty clauses does not necessarily gain great benefit, in that the damage is already
done and any monetary penalty is unlikely to compensate even partially for business lost or
damage to brand image. Terminating and moving to another provider may not necessarily
improve matters; such action will lose the goodwill (if any) and cumulative knowledge gained
between the enterprise and provider. For internal parties, penalties will not necessarily act as
an incentive to remedy the condition once failed. Incentives to rectify the problem as quickly
as possible should be considered to offset any penalties, to encourage co-operation at a likely
stressful time and bonuses for over-performance.
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References
OSS/ BSS for Converged Telecommunication Networks A practical approach

By Rahul Wargad
http://telecombillingbasics.blogspot.in/2010/10/trouble-ticket-management-intelecom.html
http://www.cisco.com/c/en/us/products/collateral/services/highavailability/white_paper_c11-478096.pdf
http://www.afutt.org/Qostic/qostic1/SLA-DI-USG-TMF-060091-SLA_TMForum.pdf
http://www.mitsm.de/service-level-agreement-management-en
http://www.google.co.in/url?sa=t&rct=j&q=&esrc=s&frm=1&source=web&cd=1&cad=rja&ua
ct=8&ved=0CBwQFjAA&url=http%3A%2F%2Fwww.itu.int%2Fitudoc%2Fitut%2Fworkshop%2Foptical%2Fs9amp01_pp7.ppt&ei=ETpiVO2xBoHOmwWs4GwCw&usg=AFQjCNHePsPwKm5A6dvLp9LSkQnLry6T3g&sig2=o2cZ306_ZAYzKHQX7842w

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Questions???

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Thank You!

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