Service Quality and Performance Development::Service Quality and Performance Analysis

The Service Quality and Performance Analysis Aggregate Function assures that service alarms produced by the Service Quality & Performance Supervision function are correctly handled, affected and distributed and escalated as needed, depending on rules defined by Service Supervision Strategy & Policy Management. <br/><br/>The service alarms can concern <br/>• a bad functioning of a service (unsuccessful communications)<br/>• the reach of a quality or performance threshold<br/>• or a degradation of the performance or quality of service.<br/><br/> Service Quality and Performance Analysis Aggregate Function includes:<br/>• service Alarm qualification (severity level determination, enrichment with data from Service Installed Base<br/>• filtering: if the service alarm concerns a service based on a resource currently under a scheduled work, it can be inhibited<br/>• correlation: for example several alarms can be associated each other based on engineering rules and reduced to one root alarm on the service<br/>• assignment and distribution of service qualified alarms if necessary to a responsible actor.<br/><br/>If the service alarm is validated and requires a search for cause and a triggering of action, a service trouble ticket is created and will be handled by trouble mechanism. When the Service Trouble is resolved, the Service Alarm could be, automatically or not, deactivated or its severity level decreased.<br/><br/>In other cases the alarm can be handled, without creating an associated trouble ticket, by following exploitation forms, with possibly triggering of manual actions.<br/>In every cases, it could be closed manually by an assigned actor.<br/>