Event Management Process Flow Review Trouble Ticket Customer

Event Management Process Flow Review Trouble Ticket Customer Ticket 1 2 3 4 Correlate PW Correlate Incident New Incident Creation Triggered Network Event / Ticket dismissed Incident correlated

Incident Management Process Flow FM Level 1 Assess Impact and Create Ticket High Impact? 1 Event Yes No 2 4 Execute Initial Diagnosis Restored? Yes 5 Confirm Restoration and Close End 3 No Engage FLM / SP/Tenant NOCs 8 FM Level 2 6 Investigate & Diagnose Restore Confirm Restoration & Close 7 High Impact? No Yes Engage FLM / SP / 3 LS Incident Manager 9 a Confirm Impact 9 b 9 d Open Technical Bridge Coordinate Diagnosis & Restoration 9 c Manage Incident Communication 10 Assess need for RCA 11 Create Incident Report End

Problem Management Process Flow Problem Submitter Customer Request 3 1 Create Problem Ticket Incident Closed Failed Change Problem Manager 2 Proactive Problem Identification Bulletins / Analysis Problem Assignee Search 4 5 Prioritize & Categorize Problem Closed 8 Create 6 Investigate & Diagnose (RCA) 12 Update Knowledge Base 7 Investigate Solution or Workaround Review & Approve 9 Engage FLM / SP / 3 LS/Customer MNO 11 10 Develop & Test Assess & Close Ticket Raise CR for Implementation

Change Management Process Flow Subject Matter Expert Change Manager 1 Review Planned Work Change Coordinator 2 Receive, Analyze, Document, Create Change Ticket Technical Evaluation 5 b 6 Review Request 5 a 3 NOC Monitoring No 8 b Yes Change Type? 4 Approved? Normal Standard Change Implementer Authorize Change / (E) CAB Review Coordinate Implementation 7 Complex Prepare Change Single 8 a Implement 9 11 10 Review Results A&C DB Updated / Close Ticket Success? Fail? Result? Rollback Support Implementation (Verify Network Status, Request Rollback, Create Incident)