Problem handling for Telecom
Manage all internal problems related to telecommunications using a specific problem-solving methodology.
Workflow Steps
Step 1 - Problem Identification from Incident Trends
A problem is identified by network operations, often due to a pattern of related incidents from network monitoring tools or customer reports. A problem record is created.
Step 2 - Root Cause Analysis (RCA)
A team of network engineers performs a root cause analysis using technical data and diagnostic tools to find the underlying source of the problem (e.g., a faulty router, a software bug in a network switch).
Step 3 - Develop & Test Permanent Fix
A permanent fix is developed (e.g., a configuration change, a software patch). This fix is then thoroughly tested in a lab environment before being deployed.
Step 4 - Deploy Fix & Monitor
The fix is deployed to the live network via the Change Management process. The team then monitors the network to ensure that the fix has resolved the problem and has not introduced any new issues.
The Purpose of Problem handling for Telecom
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