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Publicity for Key IT Operation Changes of iCare RFC Optimized Version

Issue 1- Deployment Plan of Optimization Version and Optimization Reason of


iCare RFC

ISD Project Team

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Page 1

IT Go-live Deployment Plan


The optimized version of iCare RFC module (incl. network change implement
ation and equipment health check) is piloting, and Go-live plan as below:
:

Code development
and go-live

Nov. 10

Oct. 10

Jul. 20

Rep office pilot

Global deployment

Note:
1. The optimized network change management process and equipment health check
will be cut over meantime when the IT system is deployed globally.
2. For change implementation, it complies with the old Software Update Implementation
Process, Software Upgrade Implementation Process, Network Rectification
Implementation Process before deployment of optimization version.

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Why We Need to Optimize iCare RFC Module

Frontline requirements:
After the optimized iCare was released in July

Why we need to
optimize them?

2012, users suggested that the usability and


some functions of RFC module should be
improved.

Process optimization:
1)

Based on SD BPA 1.0, the previous software


upgrade implementation process, software
upgrade process and network transformation
process have been combined into the
network change management process ,
which is partially optimized.

2)

Optimized the Equipment Health Check


Process.

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The Migration and Optimization of Customer Support SD


Process
Process optimization in 2014
L4

Released in Jun. 2011


L4
Equipment Health
Check Process

Event On Duty Support


Process

optimized

Not optimized

Equipment Healthy
Check Process
Event On Duty
Support Process

L3

7.4.1
Network
Service
Surveillance

Software Upgrade
Implementation Process

Software Update
Implementation Process

These three processes


have been consolidated
into one process

Network Rectification
Implementation Process

Network Change
Management Process

7.4.5

The link of customer support SD process


http://w3.huawei.com/pdmc/bpa/newBrowseBPA.do?id=8156
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7.4.5
Network
Change
Managemen
t

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TD approval is
added.

Page 5

Service
summarizatio
n

Service
report
handover

Material
handover

Solution
implementati
on

Customer
approval

PM approval

TD
approval

Test and
verification

Software
application

Technical
review

Solution
development

Implementati
on initiation

Plan
communicati
on with
customers

Plan
implementatio
n

Busines
s flow

Service
summarizatio
n

Service report
handover

Material
handover

Solution
implementatio
n

Customer
approval

Test and
verification

Software
application

Technical
review

Solution
development

PM approval

Implementati
on initiation

Plan
communicati
on with
customers

Plan
implementatio
n

Busines
s flow

Network Change Management Process Business Flow


Compare the Old Business Flow with the New One

Business flows of the network change management process are compared as


follows:
Old

PM approval is
arranged after TD
approval.

New

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TD approval is
added.

Page 6

Service
summarizatio
n and report

Service report
handover

Health check
data analysis

Health check
data collection

Customer
approval

PM approval

TD approval

Technical
review

Solution
development

Implementatio
n initiation

Plan
communication
with customers

Plan
implementatio
n

Busines
s flow

Service
summarizati
on and
report

Service
report
handover

Health check
data analysis

Health check
data
collection

Customer
approval

Technical
review

Solution
development

PM approval

Implementatio
n initiation

Plan
communicati
on with
customers

Plan
implementati
on

Busines
s flow

Equipment Health Check Process Business Flow Compare


the Old Business Flow with the New One
Business flows of the equipment health check process are compared as follows:
Old

PM approval is
arranged after TD
approval.

New

Publicity for Key IT Operation Changes of iCare RFC Optimized Version

Issue 2- Introduction to Network Change RFC Optimization

ISD Project Team

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Page 7

Network Change IT Status Flow Compare the New Version


with the Old One
Old
Create
SR

Solution
Develop

Solution
Review

L2-Solution
Review

L3-Solution
Review

Implement

Closed

PM
Approve

Solution
verification
is added.

New
Create
SR

Solution
Develop

Solution
Review

L2-Solution
Review

L3-Solution
Review

Solution
Verify

TD
Approve

PM approval is
arranged after
TD approval.
PM
Approve

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Implement

Customer approval
is added.

TD approval is
added.

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Customer
Approve

Page 8

Closed

Key Operation buttons of Network Change RFC


Key buttons of Network Change RFC
Solution
develop

Status

Solution
review

Reject

Solution
Verify

TD
Approve

Optional Button

PM
Approve

Customer
approve)

4.PM
Approve

5.Customer
Approve

Implement

Agree

Review
Opinion
to Owner

1.Submit
to
Review

Button

L2 Solution
review

Must Button

No Need
Verify

3.TD
Approve

6.Summary
&Close

2
Escalate
to L2

Role

Owner

Attachment
uploading

Implement
solution

TL

Review
Opinion
to L1

GTAC

Need
Verify

Submit
to TD
Approve

Owner

Apply for
L2
Support
TD

PM

Review checklist is in IT system, no need upload attachment

Owner
Customer
approval proof

Owner
Technical
Service Report

Important remarks for TL review:

If TL selects Review Opinion to Owner and choose Agree, the RFC wont go to L2 for reviewing;

Escalate to L2 should be conducted by TL. If needs L2 review, TL should select Escalate to L2 button and give the
first round opinion. After L2 review activity is done by GTAC, the ticket will go back to TL to handle, then TL select
Review Opinion to Owner button and give the final opinion.
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Optimization 1: Separate SD Entry from ITR Entry

Separate SD entry from ITR entry to clearly differentiate the issue ticket
and RFC ticket.
Issue
ticket
entry

Entries of network
change, equipment
health check, and
event on duty.

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Optimization 2: Optimize the Interface of Product Information 1/2

Move the extend fields in the RFC page to the main interface.

Delete: Delete "Contract".

Old

1. Move the extend fields in


the RFC page to the main
interface.

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Optimization 2: Optimize the Interface of Basic Information 2/2

Move the extend fields in the RFC page to the main interface, including Source Type a
nd Source ID.

Add "Operation" and "Charge or Free".


Delete "Urgency", "Channel", "Overflow Flag", and "Escalation Level".

New

Old

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Publicity for Key IT Operation Changes of iCare RFC Optimized Version

Issue 3- Introduction to Network Change RFC Optimization

ISD Project Team

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Optimization 3: Adjust Request Type" and Add "Operation"

Delete the change business type "RFC-Solution Implementation", which belongs to the
change source instead of the change business type.

Add "Operation" to clearly describe the change business scenario. The relationship
between "Operation" and "Request Type" is as follow:
Request Type
RFC-Software
Upgrade
RFC-Software
Update
RFC-Rectification

RFC-Network
Tuning

RFC-Equipment
Health Check

Operation

Remark
Used for CS business, such as Software
Sales and problem solving
Used for CS patch installation business,
such as problem solving

\
\
Software upgrade
Software update
Hardware Replacement
Data configuration

Used for CS rectification, used for product


recall when there are quality defect

Hardware Replacement
Data configuration
License Upload

Used for CS business, such as problem


solving

Network Performance Optimization

Used for SmartCare business

Engineering Cutover
Engineering Network Change

Used for Engineering Rollout business

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Used for equipment health check service


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Page 14

Optimization 4: Add the "Reject" Button in L1 and L2 Reviews

During L1 and L2 solution reviews, if the reviewers finds that an optimization


or update is necessary for the change solution, they can click the "Reject" bu
tton to go back to the previous step.
Click "Reject" to
return to the
previous step.

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Optimization 5: Integrate Review Key Points to IT Platform

On the pages of L1, L2, and L3 solution reviews, integrate the review key points
to the IT platform. This makes it convenient for engineers to perform effective r
eviews.

Solution
review key
points

Solution
review results

Detailed
review
opinions

Overall
review
conclusion
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Optimization 6: Link the Mirror Lab Application and Use to the


eLab Platform

If users need to apply for and use the Mirror Lab to verify the solution, they can
select "Solution Verify" in the "Task List" page and click the "Go to Mirror Lab"
button to enter the eLab platform to apply for and use the Mirror Lab resources.

Because the request need not be applied through "Task" creation, the system w
ill not create a solution verification task.

Click "Go to Mirror Lab"


to enter the eLab
platform to apply for
and use the Mirror Lab
resources.

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Optimization 7: Add the Solution Verification Results

If a solution verification is required, the Change Owner should fill in the solutio
n verification results when submitting the solution for TD's approval. The verific
ation results will serve as reference for TD approval.
Fill in the verification
results.

Click "Submit" to
submit the results for
TD's approval.

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Publicity for Key IT Operation Changes of iCare RFC Optimized Version

Issue4- Introduction to Network Change RFC Optimization

ISD Project Team

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Optimization 8: IT System Is Restricted from Assigning the Sa


me Person to Develop and Review the Solution

In order to prevent solution developers from reviewing their own solution, the IT system is restricted f
rom assigning the same person to develop and review the solution.

Solution developer cannot


assign the solutions to
himself when submitting
solutions for review.

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Optimization 9: Add a "TD Approval" Step

Add a "TD Approval" step to ensure a strict execution of the "three approvals"
(technical approval, PM approval, and customer approval):

Add the "TD Approve" activity in the system.

Integrate the TD approval key points to the IT platform.


TD approval
key points

TD's
supplement
comments

TD review results

Overall
review
conclusion
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Optimization 10: Put "PM Approval" After "TD Approval"

Put "PM Approval" after "TD Approval" and integrate the key points
of PM approval to the IT interface.
PM approval key
points

PM's review
results

PM's
supplement
comments

PM's overall
review conclusion

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Optimization 11: Add a Customer Approval Step

Add a customer approval step to guarantee the execution of three approvals:

Add the Customer Approve activity in the system


The change owner obtains customer's opinion and approval proof.
Customer approval proof must be uploaded. Otherwise cant go to next step

Customer's opinion

Customer approval
proof

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Publicity for Key IT Operation Changes of iCare RFC Optimized Version

Issue 5- Introduction to Network Change RFC Optimization

ISD Project Team

HUAWEI TECHNOLOGFSES Co., Ltd.

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Page 24

Optimization 12: Add Assurance Application

During change implementation, if the L2 assurance is required, the Change Ow


ner can apply for assurance resources by clicking the "Apply Support from L2"
button.

After that, the system will create a "Task" to L2. The experts of L2 will handle th
is assurance resource application after receiving this task.

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Optimization 13: Optimize the Interface Popped up After the


"Abort SR" Button is Clicked

For the change of RFC-Rectification, if it need not be rectified due to the reason of
Sales or Customer Rejecting, users can click the "Abort SR" button, fill in the "Rea
son" and "Actual Element Amount", and upload the proof on the popped up dialog
box.

Click the
"Abort" button.

Fill in the
reason why the
rectification is
not necessary.

Fill in the NEs


that need not to
be rectified .
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Upload the proof.

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Optimization 14: Add Permission Control -Only the Current H


andler Can See and Operate the Function Buttons.
In the old system, anyone can access and operate the change order, which impacts
the secure operation of change orders. Therefore, the system starts to control the p
ermission to operate the change order. Only the current handler can see and operat
e the function buttons.
Only the current handler can see and
operate the function button

The current
handler

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Optimization 15: Cancel automatic creation of Solution Devel


opment and Solution Implementation Task

Generally, change owner, solution developer and solution implementor are the same person, so the IT
system cancels the automatic creation of solution development and solution implementation tasks.

If other engineers are needed to develop or implement the solution, the change owner can create task
s manually.
You can create solution
development or
implementation task here
manually.

No solution
development or
solution
implementation task
here

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Optimization 16: Adjust the Option of Change Imple


mentation Result

The option of change implementation result was adjust 5 items from 3 .

The options of old IT


system
Fail-Technical Reason
Fail-Technical Reason
Successful

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The options of new IT system


1 Successful : change successfully
2 Fail-Product quality reason failure
because of product quality.
3 Fail-Solution reason failure because of
solution
4 Fail-Operation reason failure because of
operation
5 Fail-Customer or Third-party reason
failure because of customer of third-party

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Publicity for Key IT Operation Changes of iCare RFC Optimized Version

Issue 6-Introduction to Equipment Health Check RFC Optimization

ISD Project Team

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Page 30

Equipment Health Check IT Status Flow Compare the Old


Flow with the New One
Old
Create
SR

Solution
Review

Implement

L2 Data
Analysis

L3 Data
Analysis

Closed

PM
approval
is added.

New
Create
SR

Solution
Develop

Solution
Develop

Solution
Review

TD
Approve

PM
Approve

Customer
Approve

L2 Data
Analysis

Customer approval
is added.

TD approval is
added.

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Implement

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L3 Data
Analysis

Closed

Key buttons of Equipment Health Check RFC

Key buttons of Equipment Health Check RFC


Solution
develop

Status

1.Submit
to
Review

Button

Must Button

Solution
review

TD
Approve

PM
Approve

Customer
approve)

2.Review
Opinion
to Owner

3.TD
Approve

4.PM
Approve

5.Customer
Approve

Optional Button
Implement

Summary
&Close
6
Escalate
to L2

Role

Owner

Attachment
uploading

Implement
solution

TL

TD

PM

Review checklist is in system.


No need upload attachment

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L2 Data
Analysis

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Owner
Customer
Approve proof

Owner
Technical
Service Report

Page 32

Review
Opinion
to L1

GTAC

Optimization 1: Separate SD Entry from ITR Entry

Separate SD entry from ITR entry to clearly differentiate the issue ticket
and RFC ticket.
Issue
ticket
entry

Entries of network tuning,


equipment health check,
and event on duty.

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Optimization 2: Optimize the Interface of Product Information 1/2

Move the extend fields in the RFC page to the main interface.

Delete "Contract field.

Old

1. Move the extend


fields in the RFC page
to the main interface.

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Optimization 2: Optimize the Interface of Basic Information 2/2

Add "Charge or Free".

Modify the contents in the "Severity".

Delete "Urgency", "Channel", "Overflow Flag", and "Escalation Level".

New
Old

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Publicity for Key IT Operation Changes of iCare RFC Optimized Version

Issue 7-Introduction to Equipment Health Check RFC Optimization

ISD Project Team

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Page 36

Optimization 3: Add a "TD Approval" Step

Add a "TD Approval" step to ensure a strict execution of the "three approvals":

Add the "TD Approve activity in the system.

Integrate the TD approval key points to the IT platform.


TD approval
key points

TD review
results

TD's
supplement
comments

Overall
review
conclusion
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Page 37

Optimization 4: Add PM Approval

Add a "PM Approval" step to ensure a strict execution of the "three approvals":

Add the "PM Approve activity in the system.

Integrate the PM approval key points to the IT platform.


PM approval key
points

PM review
results

PM's
supplement
comments

PM's overall
review
conclusion
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Page 38

Optimization 5: Cancel the automatic creation of Solution Dev


elopment and Solution Implementation Task

Generally, health check owner, solution developer and solution implementor are the same person, so t
he IT system cancels the automatic creation of solution development and solution implementation tas
ks.

If other engineers are needed to develop or implement the solution, the health check owner can create
tasks manually.

You can create solution


development or solution
implementation task here
manually.

No solution
development
or solution
implantation
task

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Optimization 6: Add Customer Approval (This Activity Will Be


Operated by the Health Check Owner)

Add a customer approval step to guarantee the execution of three approvals:

Add the Customer Approve activity in the system

The health check owner obtains customer's opinion and approval proof.

Customer approval proof must be uploaded.

Customer's opinion

Customer approval
proof

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Optimization 7: Add Permission Control ( Only the Current Ha


ndler Can See and Operate the Functional Button)

In the old system, anyone can access and operate the health check order, w
hich impacts the secure operation of health check orders. Therefore, the sy
stem starts to control the permission to operate the health check order. Only
the current handler can see and operate the function buttons.

Only the current handler can


see and operate the function
button

The current handler

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Thank you
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