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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
HUAWEI TECHNOLOGFSES Co., Ltd.
HUAWEI Confidential
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.
HUAWEI Confidential
Page 2
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.
HUAWEI Confidential
Page 3
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
These three processes

have been consolidated
into one process
Network Rectification
Network Change
Management Process
7.4.5
The link of customer support SD process

http://w3.huawei.com/pdmc/bpa/newBrowseBPA.do?id=8156
HUAWEI Confidential
Page 4
7.4.5
Network
Change
Managemen
t

HUAWEI Confidential
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

HUAWEI Confidential
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
Issue 2- Introduction to Network Change RFC Optimization
ISD Project Team
HUAWEI Confidential
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
HUAWEI Confidential
Implement
Customer approval
is added.
TD approval is
added.
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.
HUAWEI TECHNOLOGIES CO., LTD.
Huawei Confidential
Page 9
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.
Huawei Confidential
Page 10
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.
Huawei Confidential
Page 11
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
Huawei Confidential
Page 12
ISD Project Team
HUAWEI Confidential
Page 13
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
Used for equipment health check service

Huawei Confidential
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.
Huawei Confidential
Page 15
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
Huawei Confidential
Page 16
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.
Huawei Confidential
Page 17
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.
Huawei Confidential
Page 18
Issue4- Introduction to Network Change RFC Optimization
ISD Project Team
HUAWEI Confidential
Page 19
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.
Huawei Confidential
Page 20
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
Huawei Confidential
Page 21
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
Huawei Confidential
Page 22
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
Huawei Confidential
Page 23
ISD Project Team
HUAWEI Confidential
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.
Huawei Confidential
Page 25
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 .
Upload the proof.
Huawei Confidential
Page 26
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
Huawei Confidential
Page 27
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
Huawei Confidential
Page 28
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
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
Huawei Confidential
Page 29
Issue 6-Introduction to Equipment Health Check RFC Optimization
ISD Project Team
Huawei Confidential
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.
Implement
HUAWEI Confidential
Page 31
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
L2 Data
Analysis
Huawei Confidential
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.
Huawei Confidential
Page 33
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.
Huawei Confidential
Page 34
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
Huawei Confidential
Page 35
Issue 7-Introduction to Equipment Health Check RFC Optimization
ISD Project Team
Huawei Confidential
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
Huawei Confidential
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
Huawei Confidential
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
Huawei Confidential
Page 39
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
Huawei Confidential
Page 40
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
Huawei Confidential
Page 41
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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

ISD Project Team

HUAWEI TECHNOLOGFSES Co., Ltd.

IT Go-live Deployment Plan

Rep office pilot

HUAWEI TECHNOLOGFSES Co., Ltd.

Why We Need to Optimize iCare RFC Module

2012, users suggested that the usability and

Based on SD BPA 1.0, the previous software

Optimized the Equipment Health Check

HUAWEI TECHNOLOGFSES Co., Ltd.

The Migration and Optimization of Customer Support SD

Released in Jun. 2011

Event On Duty Support

These three processes

The link of customer support SD process

HUAWEI TECHNOLOGFSES Co., Ltd.

Network Change Management Process Business Flow

Business flows of the network change management process are compared as

HUAWEI TECHNOLOGFSES Co., Ltd.

Equipment Health Check Process Business Flow Compare

Publicity for Key IT Operation Changes of iCare RFC Optimized Version

Issue 2- Introduction to Network Change RFC Optimization

ISD Project Team

HUAWEI TECHNOLOGFSES Co., Ltd.

Network Change IT Status Flow Compare the New Version

HUAWEI TECHNOLOGFSES Co., Ltd.

Key Operation buttons of Network Change RFC

Review checklist is in IT system, no need upload attachment

Important remarks for TL review:

Optimization 1: Separate SD Entry from ITR Entry

HUAWEI TECHNOLOGIES CO., LTD.

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

Delete: Delete "Contract".

1. Move the extend fields in

HUAWEI TECHNOLOGIES CO., LTD.

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

Add "Operation" and "Charge or Free".

HUAWEI TECHNOLOGIES CO., LTD.

Publicity for Key IT Operation Changes of iCare RFC Optimized Version

Issue 3- Introduction to Network Change RFC Optimization

ISD Project Team

HUAWEI TECHNOLOGFSES Co., Ltd.

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

Used for CS rectification, used for product

Used for CS business, such as problem

Network Performance Optimization

Used for SmartCare business

Used for Engineering Rollout business

HUAWEI TECHNOLOGIES CO., LTD.

Used for equipment health check service

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

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

HUAWEI TECHNOLOGIES CO., LTD.

Optimization 5: Integrate Review Key Points to IT Platform

Optimization 6: Link the Mirror Lab Application and Use to the

Click "Go to Mirror Lab"

HUAWEI TECHNOLOGIES CO., LTD.

Optimization 7: Add the Solution Verification Results

HUAWEI TECHNOLOGIES CO., LTD.

Publicity for Key IT Operation Changes of iCare RFC Optimized Version

Issue4- Introduction to Network Change RFC Optimization