FRONT OFFICE INCIDENT HANDLING

Incident occurs

Alarm for incident monitored in Network

Management System (NTMS) Front Office

Verify Incident Severity in NTMS

against WLA/OLA
(Critical/Major/Minor) Front Office

Major/Minor Incident Critical Incident

Escalate Critical Incident to

Incident Management Front Office

Create Trouble Ticket (TT) Front Office

Verify and Troubleshoot Root

cause of Incident Front Office

Root Cause found Root Cause NOT

and Solution found found

Check/Test service Front Office

Service OK Service NOK

Close TT, and Update Known

Escalate to BO Front Office
Error Database (KEDB)

END
 BACK OFFICE INCIDENT HANDLING

Receive Trouble Ticket Back

(TT) from Front Office Office

Verify and Troubleshoot Root

Back
cause of Incident
Office

Root Cause found

Root Cause NOT
and Solution found
found

Check/Test service

Service OK Service NOK

Close TT, and Update Known Back

Error Database (KEDB)
Office

END