The following Level 3 process was assessed for conformance:
1.1.1.6.1 – Isolate Customer Problem

This process represents 1 out of 6 level 3 processes defined within the 1.1.1.6 Problem Handling L2 process; therefore not all contained Level 3 process elements are in scope for this assessment.

Note that the support provided can involve manual action facilitated by the automated support.

This process is executed by a network operations technician to identify the root cause of a service problem encountered by a subscriber using Tektronix Iris Application Suite The Iris Session Analyzer (ISA) is the main application to troubleshoot user problems.

This process is supported through automated capabilities with some partial manual support as well. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM).

The following Level 3 processes were assessed for conformance:
1.1.1.7.1 – Assess Customer QoS/SLA Performance
1.1.1.7.2- Manage QoS/SLA Violation
1.1.1.7.3- Report Customer QoS Performance

These processes represent 3 out of a total of 6 level 3 processes defined within the 1.1.1.7 – Customer QoS/SLA Management L2 process; therefore not all contained Level 3 process elements are in scope for this assessment.

Note that the support provided can involve manual action facilitated by the automated support.

The System monitors and detects any policy violations based on the performance level defined for subscriber groups; it can then generate alarms with descriptions of the details on the policy violations.

The System also generates periodical reports to a configurable list of users on the problems and their resolutions.

This process is supported through automated capabilities with some partial manual support as well. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM).

Policy Templates enable the creation of new policy templates for QoS/SLA categories and assign them severity and service, as well as the creation of KPI-based rules. Tektronix Iris Performance Intelligence (IPI) alarms are managed through the Iris View Policy Management application, which uses policies to provide critical information on the performance of provisioned network elements.

This process is supported through automated capabilities with some partial manual support as well. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM).

Tektronix Iris Application Suite monitors subscriber groups proactively; the system can generate automated reports on the problems that subscriber groups encounter and monitors and verifies the resolution of these problems. Iris includes a set of XML-based predefined historical analysis reports. The IPI Management Report is a link between a set of data stored in the Oracle database and four report templates. It provides a set of KPIs and Dimensions needed to analyze Performance and other QoS related parameters.

This process is supported through fully automated capabilities. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM).

The following Level 3 processes were assessed for conformance:
1.1.2.3.2- Diagnose Service Problem
1.1.2.3.7- Survey & Analyze Service Problem

These two processes represent 2 out of 7 level 3 processes defined within the 1.1.2.3 – Service Problem Management L2 process; therefore not all contained Level 3 process elements are in scope for this assessment.

Note that the support provided can involve manual action facilitated by the automated support.

A Service Dashboard provides a service analysis page focusing on specific network region/node groups and sessions; problem codes are isolated from detailed records, then automated tests are triggered along the specific network route and the root cause is then identified; an internal change request is then initiated for rectification.

This process is supported through automated capabilities with some partial manual support as well. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM).

This is achieved through setting up specific policies for services. Once a policy is set for a particular service and activated, the service is monitored. When an alarm is generated, the corresponding alarm record is generated and displayed on the Iris application (FastPath) dashboard.

Note that the support provided involves manual action facilitated by the automated support. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM).

The following Level 3 processes were assessed for conformance:
1.1.2.4.1 – Monitor Service Quality
1.1.2.4.2 – Analyze Service Quality
1.1.2.4.4 – Report Service Quality Performance

These three processes represent 3 out of 7 level 3 processes defined within the 1.1.2.4 – Service Quality Management L2 process; therefore not all contained Level 3 process elements are in scope for this assessment.

Note that the support provided can involve manual action facilitated by the automated support.

Services are modeled in the system as a set of performance indicators; each service can be associated to one or more KPIs. The Tektronix system performs 24X7 monitoring of such KPIs. Policy profiles define tolerance limits for KPIs. Any policy violation will result in alarms.

This process is supported mostly through fully automated capabilities with some limited partial manual support as well. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM).

The system will detect any policy violations based on the performance level defined for the services, an alarm is then generated with descriptions of the details on the policy violations and an alarm action is triggered, a service trouble ticket is generated.

This process is supported through automated capabilities with some partial manual support as well. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM).

The System generates periodical reports to be distributed to a configurable list of users on the problems and their resolutions. These reports can be scheduled to run continuously to monitor the status of service performance. For each report, email notification lists are configurable by the user. Reports can be emailed by the system automatically to interested parties.

This process is supported through automated capabilities with some partial manual support as well. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM).

The following Level 3 processes were assessed for conformance:
1.1.3.3.1- Survey & Analyze Resource Trouble
1.1.3.3.2- Localize Resource Trouble

These processes represent 2 out of 7 level 3 processes defined within the 1.1.3.3 – Resource Trouble Management L2 process; therefore not all contained Level 3 process elements are in scope for this assessment.

Note that the support provided can involve manual action facilitated by the automated support.

This is achieved through setting up specific policies for resources. Once a policy is set for a particular resource and activated, the resource is monitored. When an alarm is generated, the corresponding alarm record is generated and displayed on the Iris application (FastPath) dashboard.

This process is supported through automated capabilities with some partial manual support as well. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM).

A Service Dashboard provides a service analysis page focusing on specific network region/node groups and sessions; problem codes are isolated from detailed records, then automated tests are triggered along the specific network route and the root cause is then identified; an internal change request is then initiated for rectification.

Note that the support provided involves manual action facilitated by the automated support. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM).

The following Level 3 processes were assessed for conformance:
1.1.3.4.1 – Monitoring Resource Performance
1.1.3.4.2- Analyze Resource Performance
1.1.3.4.4- Report Resource Performance

These processes represent 3 out of 7 level 3 processes defined within the 1.1.3.4 – Resource Performance Management L2 process; therefore not all contained Level 3 process elements are in scope for this assessment.

Note that the support provided can involve manual action facilitated by the automated support.

When the system detects any performance policy violation based on the performance level defined for any of the resources, it generates alarms with descriptions of the details on the policy violations. Based on the alarm action definition of the system, a resource trouble ticket is generated.

This process is supported through automated capabilities with some partial manual support as well. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM).

This is primarily achieved through two steps:

1. Monitoring and analyzing network traffic KPIs in dashboards and analysis reports and looking for various trends in network traffic increases over weeks and even months.
2. Configuring policies on specific network traffic KPIs of interest, setting maximum thresholds and different severity levels.

This process is supported through automated capabilities with some partial manual support as well. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM).

Alignment with this process is achieved through the Iris Performance Intelligence (IPI) module, which provides both Management Reports and Query Reports. Iris includes a set of XML-based predefined historical analysis reports. The IPI Management Report is a link between a set of data stored in the Oracle database and four report templates. It provides a set of KPIs and Dimensions needed to analyze a wide variety of resource performance related aspects.

This process is supported through automated capabilities with some partial manual support as well. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM).

The following Level 3 processes were assessed for conformance:
1.1.3.6.1 – Mediate Resource Usage Records
1.1.3.6.2- Report Resource Usage Records

These processes represent the complete set of level 3 processes defined within the 1.1.3.6 – Resource Mediation & Reporting L2 process; therefore all contained Level 3 process elements are in scope for this assessment and no deviations were found against the underlying functional requirements as described in the corresponding eTOM process.
Note that the support provided can involve manual action facilitated by the automated support.

This process is supported with fully automated capabilities through the Tektronix’ DataCast Mediation Platform. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM).

This process is supported through the Tektronix’ DataCast Mediation Platform with automated capabilities but including some partial manual support as well. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM).

The following Level 3 process were assessed for conformance:
1.1.4.4.1- Monitor & Control S/P Service Performance
1.1.4.4.3- Report S/P Performance

These two processes represent 2 out of 5 level 3 processes defined within the 1.1.4.4 – S/P Performance Management L2 process; therefore not all contained Level 3 process elements are in scope for this assessment.

Note that the support provided can involve manual action facilitated by the automated support.

From a monitoring perspective, S/P service performance is modeled by Tektronix Communications Iris Application Suite in the same way as other services in the CSPs network. Services are modeled as a set of performance indicators. Each service can have one or more KPIs. SLAs are correlated with the monitored QoS; alarms fall in the QoS categories of Retainability, Accessibility or Performance. KPIs categories, and services are model-driven.

This process is supported through partially automated capabilities. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM).

Tektronix Communications Iris Application Suite monitors continuously the status of S/P performance degradation reports, providing notifications of any changes and management reports These reports can be scheduled to run continuously to monitor the status of service performance. These reports can be emailed by the system automatically to interested parties

Note that the support provided can involve manual action facilitated by the automated support. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM).

The following Level 3 process were assessed for conformance:
1.2.2.3.2- Assess Performance of Existing Services

This process represents 1 of 7 level 3 processes defined within the 1.2.2.3 – Service Development & Retirement L2 process; therefore not all contained Level 3 process elements are in scope for this assessment.

Note that the support provided can involve manual action facilitated by the automated support.

Tektronix system performs 24X7 monitoring/collection of service performance; Services are modeled in the system as a set of performance indicators. This process is supported through partially automated capabilities. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM).

The following Level 3 process were assessed for conformance:
1.2.3.3.2- Assess Performance of Existing Resources

This process represents 1 of 7 level 3 processes defined within the 1.2.3.3 – Resource Development & Retirement L2 process; therefore not all contained Level 3 process elements are in scope for this assessment.

Note that the support provided can involve manual action facilitated by the automated support.

Tektronix system performs 24X7 monitoring/collection of resource performance. Resource performance is modeled in the system as a set of performance indicators. Each resource can have one or more KPIs.

Note that the support provided can involve manual action facilitated by the automated support. Supporting evidence provided for this level 3 process fully satisfies conformance criteria for the Business Process Framework (eTOM).