FAULT MANAGEMENT PROPOSAL

Rawabi Telecom & Software

Rawabi Telecom & Software is a subsidiary of Rawabi
Holding Group of Companies
RTS particular focus is on the Implementation and
Development of IP-based Services and Applications.
By professionalism, dedication, skills and experience,
RTS will enhance the business growth of its customers
within such segments of operations where customers do
not have sufficient resources or has decided to outsource
entire business activities.
Executive Summary

EBU Senior Management is keen to take a new approach
for managing Customer trouble tickets to increase the
efficiency and effectiveness of the function.

RTS Proposed Solutions
A vision will be formed to mandate and empower the LAYER 2
FUNCTION to resolve 80-85% or more Customer trouble tickets
without requiring the need to refer these to any other group or
function in STC.
This will allow LAYER 2 to take full ownership of Customer trouble
ticket resolution making it an almost one-stop shop for all inquiries
and performance indicators related to Customer trouble tickets.
The creation of this Function will therefore require that LAYER 2 is
fully equipped with all the necessary skills/expertise, manpower
and access to all require tools, systems, software (almost like a min-
NOC function) required to investigate and isolate root cause of the
troubles and to the extent possible resolve them. .

LAYER 2 Function
A specialized EBU trouble handling function that is
envisaged to handle and resolve up to 80-85% of the
Customer troubles, without requiring to refer these to
any downstream functions within STC or to a third
party.
Rawabi Telecom & Software has the capability to
provide Layer 2 Function to EBU through its intense
experience & Capabilities
In the event of Layer 2 referring a trouble to any
downstream STC function or third party, the ownership
of Customer trouble resolution will continue to remain
with Layer 2.

TEST & LOCATE FAULT
The process details activities and responsibilities for the
EBU Field Operations for carrying out various tests for
fault isolation.
The process is triggered by the need to locate and isolate
fault by performing various tests using available
network tools once the fault information has been
received by Field Operations from Layer 2.

PROCESS MAP
Fault Information
(Layer 2)
Review fault
Information
Validate fault
Information
Perform Testing
using Tools
Isolate & Locate
Fault
RETURN
Isolated Fault
(Field Operations)
Validated Fault
Information
(All Concerned)
Manage Field
Operations
Assignment
INPUT
OUTPUT
RTS Proposed Customer Knowledge Base
The purpose of this process is to create and build a Customer
Knowledge Base related to common service troubles that the
Customers should be able to resolve or fix themselves after
consulting or referring to the Customer Knowledge Base provided
by EBU to its Customers.
The Customer Knowledge Base is intended to be a tool to assist
Customers in isolating and fixing troubles themselves. In doing so,
the volume and frequency of Customers calling and reporting
common service troubles would be greatly reduced if not eliminated
altogether relieving STC/EBU problem resolution resources to a
great extent. At the very least, such an information would increase
the general awareness of the Customers

RTS Scalability
Rawabi Telecom & Software is scalable enough to
manage the Field Operations in the Main Cities
RTS adopts various approaches to reduce the MTTR
(Mean Time To Repair) to less than 4 hours to solve the
customer trouble ticket.
Due to RTS Efficient Field Operations Management, RTS
can solve the tickets and provide much better SLA to
STC Customers.

PROACTIVE MANAGEMENT
Rawabi Telecom & Software proposes different Pro-
Active Fault Management Techniques and Solutions to
better monitor the IP Services, and fault isolation
without Customer down time
In the following slide, a network diagram is shown to
represent the Proactive Management for IP services
End-to-End Customer Mesh SLA
CPE to CPE performance visibility

Business Benefits
Measure Service Provision by provider
Measure PE to Tower / DP performance
Proactively manage bandwidth allocation
Each CPE Verifier
actively tests
performance to all
other CPE Router
SLA Verification-



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