Company: Saudi Telecom Company
Implementation Name: Application Operations
Conformance Type: Implementation Conformance
eTOM Version: 19.0
Assessment Completion Date: November 2019
Detailed Certification Report: R19.0 Final Certification Report for Saudi Telecom Company – Application Operations

General Overview

This summary provides details of Saudi Telecom Company – Application Operations’ self-assessment, followed by TM Forum’s Conformance Assessment relative to the implementation of business processes against the following components:

• Business Process Framework Version 19.0

Design & Implementation Overview

STC-Application Operations – Organization Systems Operations Dept. Business Process Blueprint

Applications Operations is responsible for leading the operations for all systems in Applications Sector and for providing user focused, cost effective operations and support services for STC, ensuring compliance with policies, procedures and established standards. It is also responsible for leading service management and quality control of operational environment.

Organization Systems Operations department is responsible for managing the operations of Organization Enablement business applications, operating systems, and databases in production environment. The Department is also responsible for increasing the efficiency and productivity of these systems by regularly measuring the performance against benchmark levels and leveraging technology for continuous improvement and system upgrades.

Admin & Subsidiary Systems Operation

• Managing Operations activities and processes for Admin & Subsidiary Systems 24/7 in addition to Building Security & Siport Systems
• Providing L1 & L2 operation support based on agreed SLAs
• Monitoring Admin & Subsidiary Systems performance and ensure services stability, integrity and availability.
• Tracking infrastructure capacity and growth.
• Performing System Administration services for all Admin & Subsidiary Systems
• Ensuring security requirements are met and conducting security vulnerability management
• Deploying Admin & Subsidiary Systems RFCs governed by defined SLA and KPIs
• Resolves Admin & Subsidiary Systems Incidents TT and service request governed by defined SLA and KPIs
• Cooperating with Subsidiaries for their related systems in operations
• Conducting regular maintenance and health checks proactively detecting and solving defects and issues
• Conducting quarterly preventive maintenance every 3 months for Building Security & Siport Systems.
• Managing backups and ensuring recovery in case of failure.
• Controlling operational activities within budget and influence the proper and effective use of resources.
• Manages all database issues, troubleshooting and resolution of all complex technical problems to minimize the disruption in business operations.
• Coordinates with other Sectors to ascertain business requirements and management of administrative and managerial systems such RTTS, JIRA, ATS, HPM, voting applications etc. as time management calendars, project management systems, workflow systems, knowledge management systems etc.
• Performs complex configuration, change management and testing activities to ensure proper functioning of administrative and managerial systems and integration with other systems and applications.

Resource Trouble Management processes are responsible for the management of troubles associated with specific resources. The objectives of these processes are to efficiently and effectively manage reported resource trouble, isolate the root cause and act to resolve the resource trouble.

Detailed L4 Resource Trouble Management

To ensure consistency and promote standardization the following principles, techniques, standards and best practices are observed for process design, implementation and improvement:

Design and Implementation principles

1. Effectiveness

• Reduce non-value adding activities
• First time right
• Reduce Cycle time
• Reduce number of hand-offs
• Reduce Human Intervention

2. Unification

• Unified shape for the Assurance processes inside operations
• Reduction of process variants
• Standardization of processes (in line with GB 921U)

3. Efficiency

• Improve the process to fix the top issues affecting the operation efficiency
• Compliance to business process frameworks
• Common Governance structure for review conformance and maturity of process design.

4. Utilization

• Remove roles duplicates and overlaps
• Clear boundaries & job description
• Reusable components

5. Customer Experience

• Customer Insightfulness of processes
• Improve Customer Touch points to have Customer interface processes centralized, avoid duplicates

6. Systems & Digitization

• Convert Conceptual process model to Executable process model digitized Processes.

Design and Implementation Policies

• Use STC Methodology & Templates
• Proper Document Management
• Alignment with best practices & Standards
• Continuous Improvement through Audits & Corrective Action
• Well define process KPIs
• KPIs monitoring & Reporting
• Employee Quality Awareness
• Third Party Governance
• Well define mechanism for Customer Satisfaction (internal / External)
• Maximize the Workflow Automation
• Management Reporting & Dash Board
• Data Archiving mechanism in place

Business Process Framework Process Scope

The following figure represents the scope of the assessment based on the Business Process Framework (eTOM) v.19.0. The Level-2 processes highlighted in red, and all their Level-3 constituents were submitted for conformance certification.

Level 2 process coverage for STC Application Operations Assessment

Detailed Certification Report: R19.0 Final Certification Report for Saudi Telecom Company – Application Operations

For more information on STC’s Application Operation conformance certification, please contact Mr. Abdulrahman Yassen at: [email protected]

For any additional information on this Conformance Certification Report, please contact TM Forum at: [email protected]

Report Misuse: Conformance certification is an important part of enabling the communications industry to maintain profitability as it migrates to new services and new business models. Gaining the conformance mark represents a significant investment by both suppliers and service providers. If you feel a company is misusing the conformance mark then please let us know at [email protected].

Disclaimer: TM Forum has conducted no independent testing of the solution for conformance with its frameworks or standards. Such testing has solely been conducted by the supplier or seller of the product and has been self-assessed by the supplier or seller for adherence to the TM Forum framework or standard in question. Accordingly, under no circumstances will TM Forum be liable for any direct or indirect damages or any costs or losses resulting from the use or reliance by any party of or upon such certification.