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`294 Understanding telecommunications networks
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`customers (known as “provisioning’) and the managementof the performance ofthe
`network — known as ‘provide and maintain’ functions. These two sets of functions,
`which are focused on the network, are normally considered to provide the so-called
`role of ‘network management’.
`For any national operator, network management ts a vast undertaking. It involves
`the control of many thousands or millions of lmes, multiplexors, subscriber concen-
`trator switches, digital transmission line systems, local exchanges, junction tandems,
`trunk exchanges, etc. Each piece of equipment has to be configured, assigned to a
`customer or for commonuse in the network, its performance monitored, faults have
`to be repaired and the equipment brought back into service. Just keeping an up-to-date
`inventory ofall the equipmentidentities, their location, their status, etc., is a huge task
`in itself. Although historically the records used were paper-based with manualtrack-
`ing, increasingly now operators use computer-based network management systems.
`Thus, the network management functionis delivered through a range of large com-
`puter systems running programs that enable technicians at several dispersed centres
`within the country to control remotely whole regions of the network. Such systems
`require large data bases to hold all the inventory and status information of the equip-
`ment in the catchment area. Real-time monitoring and remote control is provided by
`the extensive deployment of control links from the various network elements (Le.
`equipment) to network-management centres. Typically, the latter are referred to as
`‘operations and maintenance centres’ (OMCs). The control-links from the equipment
`and the OMCs are deemedto reside in the top layer (Administrative Layer) of the
`multi-layered model of Fig. 11.4, described earlier in this chapter.
`OMCsprovide a range of functions, typically including:
`
`(i) Remote monitoring of alarms from exchanges and Core transmission systems.
`(ii) Remote access to the exchange-control systemsto:
`changethe status or features of a subscriber’sline;
`initiate a newsubscriber's line;
`monitor a subscriber’s line;
`change the telephone numberof a subscriber’s line;
`change the contents of the exchange routeing codes and tables;
`set software changes and upgrades;
`manage software restoration actions;
`install software builds.
`(iii) Monitoring of unmanned exchange and Core-transmission buildings for
`intruder and fire alarms,etc.
`(iv) Remote collection of traffic usage information (to be used for dimensioning
`and forecasting of growth in demand,traffic dispersion,etc.).
`(v) Remote collection of call-record data from the exchanges for forwarding to
`separate billing centres.
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`In addition, there are separate network management centres which monitor the whole
`national network, the links to other operators and the international links to other
`countries. These national or regional control centres have the responsibility of overall
`control of the network performance. Importantly, it is the technicians at these centres
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`Putting it all together
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`295
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`that havethe ability to initiate remedial action acrossthe range oftransmission systems
`and exchanges to cope with major breakdownsortraffic overloads in the network.
`Where there is advanced warning of likely telephonetraffic surges ~— e.g. as a result
`of televised telephone voting, where a massive numberof calls can be expected to a
`single number during a short time of day — technicians at the network control centres
`can initiate re-routeing of calls and other measures, suchas call gapping, to limit the
`extent of overload and ameliorate the effects on the QOS for the customers. In the
`case of call gapping, the control systems of the offending local exchanges are set to
`switch only a limited proportion of calls to the overloaded destination, e.g. one call
`every 5 seconds [13].
`In practice, the management of the network is undertaken at two levels. The
`first level is that of the management of individual pieces of network equipment or
`‘elements’, e.g. cables, multiplexors, line systems, cross-connects, exchanges, sig-
`nalling systems and intelligent network data bases. So-called element managers are
`control systems, usually computer-based, that are specific to the particular elements’
`technology. For example, an SDH add-drop multiplexor (ADM) controller is used
`to configure the ports on all the ADMssupplied by a particular manufacturer. Nor-
`mally, element controllers are able to extend remote control to all the many elements
`within an area — typically a region within a country, as set by practical constraints
`or organisational boundaries of the network operator. In addition to managing the
`configuration of the equipment, element managers usually also monitor one or more
`performance parameters (e.g. digital error rate) and any fault alarms or system error
`messages. Element managers are usually located in operational buildings, such as
`exchanges or Core Transmission Stations.
`The second level of network managementis at the overall network level, having
`end-to-end control for that particular network. Examples include: the full network
`view of private circuits (or leased lines), telephone calls and ATM cell routeing.
`Generally, network managers, which are also computer-based systems, coordinate
`the outputs from all the element mangers mvolved m the network so that a total
`overviewis obtained. It is these network management systems that are located in the
`network management centres described above.
`Sofar we have considered only the management ofthe network itself, but there is a
`further range ofoperations associated with managing the interactions with customers —
`usually referred to as ‘customerservice’ or ‘service management’. There are four main
`areas of service management, namely: order taking, fault management, provisioning
`and billing. The key aspect of service management1s that it involves providing an
`interaction with customers. This is provided by service centres which are contacted
`by customers through telephone calls, e-mails, fax, web sites or even in person. The
`support systems for service management employ large-scale computing with massive
`data bases.
`Fig. 11.11 presents a summary top-level view of the widely accepted logical
`architecture for operations management, whichis structured as a five-layer hierar-
`chy. At each layer a distinct set of operational activities are undertaken by groups of
`people, using dedicated computer support systems, associated with the relevant data
`bases, following prescribed processes and providing outputs for different recipients.
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`296 Understanding telecommunications networks
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`.
`Business
`offices
`
`.
`Customer
`service
`centres
`
`
`+ Budget
`al fo.
`* Cost tracking
`|
`
`* Business planning
`* Pand L management
`Support
`+ Project management
`systems
`f
`
`
`
`* Order handling
`i
`—
`
`»* Fault report management
`— data
`+ Billing
`
`* Account management
`Support Processes
`* Customer records
`systems
`+ Provisioning
`i
`
`* Network Operator's
`managers
`
`Business
`usiness
`Management
`
`¢ Customers and users
`
`Service
`Management
`e
`
`Network
`nodes
`
`
`
`
`
`Network Control Layer
`* Performance management
`——
`
`
`
`Operations [data|* Network-element controllers* Routeing table build 7
`
`
`and
`+ Remedial action
`F
`* Other network operator’s
`
`
`
`Maintenance » Restoration and fault mgt. Support Processes|| network-management
`
`* Resource management
`systems
`af
`: Software mate
`y
`centres
`systerns
`Network
`
`0
`Management
`
`
`Element Control Layer = ——
`° Alarm management
`* Configuration management Support
`systems
`« Assignment management
`
`F
`F
`
`Processes
`
`* Network elements
`
`
`
`
`
`Figure 11.11 OperationsManagement Hierarchy
`
`At the base of the hierarchy are all the network elements, i.e. the network itself. As
`described above, these are managed by technicians at network buildings usmg clement
`controllers, shown as the second layer in the architecture. The element controllers
`are, in turn, managed on an end-to-end basis by the network management centres,
`which are deemedto sit in the third or network-control layer. Abovethis is the service-
`management layer providing the interface to the customers of the network service.
`Finally, there is a top layer which comprises all the activities associated with man-
`aging the operator’s business. This includes functions such as budget build, financial
`tracking of expenditures within the organisation — particularly expenditure on net-
`work equipment! — human-resource management, paymentof salaries, invoicing and
`treasury functions, etc. Generally, the element-control layer and the network-control
`layer are assumed to act as a combined network-management function.
`Whilst the five-layer architectural view of Fig. 11.11 helps define the various
`categories of activities involved in managing a telecommunications-network-operator
`business, it does not provide a structure for the design of the vast range of support
`systems and their data bases and the process associated with execution. However,
`the Telecommunications Management Forum (TMF), whichincludes representation
`from network operators and equipment manufacturers worldwide, has addressed this
`problem. The TMF have developed the so-called FAB model to help the industry
`agree on how theset of activities or processes involvedin providing network services
`should be structured. Fig. 11.12 presents the model, which identifies three sets of
`processes: those associated with customer care, service development and operations
`and network and systems management. Its nameis derived from the three fundamental
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