Ollie Ollewagen 7 August 2013 NFS Portal Testing Progress

Problems Identified © Telkom 2011 | NFS Portal Feedback | 2 Stability of solution IRTMS Helpdesk not available Fault Reporting cumbersome No feedback on items Reported Test Heads maintenance issues

© Telkom 2011 | NFS Portal Feedback | 3 Web Portal Application EAI – Enterprise Application Integration Clarify Customer Info Warehouse Fault History CBS Network Info / update TaskMate II Testing IRTMS xAct LoopCare DSL_INFO Xsuite ITBM_INFO Xsuite IP Activator Internet authentications Portal User Tech NFS Portal System Flow Diagram SMS Gateway SMS messaging T-Agent EN update / reset xAct DSLAM update / reset

Stability of solution © Telkom 2011 | NFS Portal Feedback | 4 ITS Have done the following The server was spilt from 1 to 4 to manage additional load Memory and tread leaks on the Application were identified and resolved In-&-out bound Interface (EAI) problems were resolved Implement “Fog-light” to monitor and report major incidents ITS created a task team for the NFS Portal to ensure stability and manage incidents, the IT Executive responsible is immediately notified by the monitoring tools when the service degrades The development team did a complete code re-write in the application to handle the load Developed a method to provide better messages to technicians Continuously monitoring the application for improvements ITS enhanced test results to discriminate between Test head failures and Soft failures also providing better instructions to the technician on actions required. – 19 July 2013 Conditional Pass on test head failures with No retry Will Indicate which failures require a manual retry

IRTMS Helpdesk not available © Telkom 2011 | NFS Portal Feedback | 5 Part of ANTC and have long answer times due to staff also performing other functions ANTC staff do not have system skills to analyse problems Support Function moved to NFS System Support – 1 August 2013

Fault Reporting cumbersome © Telkom 2011 | NFS Portal Feedback | 6 Technicians can only telephonically report faults Call centers have no means of Reporting faults. –Implemented a with automatic tracking and feedback. - Done –Implement a reporting function via IPPACMAN - Done –Logged CR to provide function from NFS Portal screen - Waiting for impact study and delivery date from ITS Developed a report that can be extracted indicating all network and test head failures. - Done Investigate the possibility to use Foglight for identification of Network and test head failures – To complete investigation in next month Fault management process implemented between NFS and NCO –Continues improvement will apply to improve repair of Test heads

No feedback on items Reported © Telkom 2011 | NFS Portal Feedback | 7 Technicians never received feedback on faults reported. With move to NFS System Support technicians will receive updates via . Have logged CR for a notice board functionality to give technicians updates on events and highlight problems – Waiting for ITS to do impact study and to provide feedback Have logged CR document distribution to assist techs to get hold of documents to assist them – Waiting for ITS to do impact study and to provide feedback

Test Heads not functional or maintained © Telkom 2011 | NFS Portal Feedback | 8 IRTMS repair takes long due to spares availability –Have implemented an escalation and tracking process No formal Fault management process did exist for LoopCare. –Process now implemented with NNOC and NCO Work on effective routine maintenance on test heads to reduce faults. –Proactive monitoring –Identify problematic sites for investigation –Doing of regular 6 month routine on test heads

Testing Availability © Telkom 2011 | NFS Portal Feedback | 9 IRTMS / LoopCare testing integrated in the following systems –Unibase –NFS Portal –CPH – Clarify for Call Centers All MSAN equipment is implemented with LoopCare testing capabilities.

Implementation © Telkom 2011 | NFS Portal Feedback | 10 OPS Managers trained on how to use NFS Portal fully Technicians trained by OPS Managers Included in Functional MSAN training Included in CoE and ADSL refreshing material Training material developed for Call Centers Call Center Staff trained to use Upfront testing

Call Center LoopCare Training Stats © Telkom 2011 | NFS Portal Feedback | 11 Loopcare Total Target P/RTotal trained In MarchIn AprilIn MayIn JuneIn JulyIn AugustBy Target date NER WR ER CR GR SR Grand Total None Pitch

© Telkom 2011 | NFS Portal Feedback | 12

© Telkom 2011 | NFS Portal Feedback | 13

Next Steps © Telkom 2011 | NFS Portal Feedback | 14 Implement improvement drive for stability and up time for the test heads. Improve proactive reporting process to identify problems before it impacting operations.

Thank You! Ollie Ollewagen