{"id":2393,"date":"2019-11-04T14:25:51","date_gmt":"2019-11-04T13:25:51","guid":{"rendered":"https:\/\/digpro.com\/?p=2393"},"modified":"2024-11-27T14:50:51","modified_gmt":"2024-11-27T13:50:51","slug":"avbrottshantering","status":"publish","type":"post","link":"https:\/\/digpro.com\/sv\/nyckelfunktioner-i-dpcom\/avbrottshantering\/","title":{"rendered":"Felhantering"},"content":{"rendered":"<p><strong>Utf\u00f6r avancerade felanalyser och effektivisera processerna f\u00f6r felhantering<\/strong><\/p>\n<p>Felhanteringsmodulen i dpCom hanterar problem i det fysiska n\u00e4tet. Om en integration med OSS eller ett \u00f6vervakningssystem gjorts n\u00e5s \u00e4ven fel i den aktiva delen av n\u00e4tet.<\/p>\n<p>Grunden f\u00f6r felhanteringen i dpCom \u00e4r det dokumenterade fysiska n\u00e4tet tillsammans med f\u00f6rbindelser, tj\u00e4nster och kunder. Detta kan kombineras med information om f\u00f6rhyrningar f\u00f6r att sp\u00e5ra hela fysiska f\u00f6rbindelsen, fr\u00e5n start till slut.<\/p>\n<p><strong>Hantering av planerade avbrott<\/strong><\/p>\n<p>Omkonfigurering, ers\u00e4ttning av utrustning, uppgradering av utrustning och andra underh\u00e5llsaktiviteter i n\u00e4tet kan resultera i ett avbrott f\u00f6r kunden. dpCom anv\u00e4nder kunskap om det kopplade n\u00e4tet d\u00e4r f\u00f6rbindelser, tj\u00e4nster och kunder inkluderas f\u00f6r att analysera p\u00e5verkan av de planerade \u00e4ndringarna. Analysen markerar SLA och riskklassificering f\u00f6r de p\u00e5verkade tj\u00e4nsterna.<\/p>\n<p>N\u00e4r planerna f\u00f6r \u00e4ndringarna godk\u00e4nts definieras dessa som planerade st\u00f6rningar\/avbrott med tid f\u00f6r planerad start och tid f\u00f6r \u00e5terst\u00e4llande. En kommunikationsplan som beror p\u00e5 vald media (E-mail, SMS text, bokst\u00e4ver etc.) kan definieras f\u00f6r att skicka information enligt skapade mallar till p\u00e5verkade kunder. Kommunikationsplanen skulle kunna inneh\u00e5lla meddelanden som inkluderar:<\/p>\n<ul>\n<li>Inledande notiser och detaljer f\u00f6r planen<\/li>\n<li>P\u00e5minnelser om kommande planerat arbete<\/li>\n<li>Varningar om att arbete snart ska utf\u00f6ras<\/li>\n<li>Statusrapporter<\/li>\n<li>Varningar g\u00e4llande f\u00f6r\u00e4ndringar av \u00e5terst\u00e4llningsplanen.<\/li>\n<li>Notis om \u00e5terinkoppling av tj\u00e4nst.<\/li>\n<\/ul>\n<p>N\u00e4t\u00e4gare har ofta inte alla slutkunder som direkta kunder. De skulle kunna tillh\u00f6ra en annan operat\u00f6r, en tj\u00e4nsteleverant\u00f6r eller en annan akt\u00f6r i v\u00e4rdekedjan. Genom att integrera dpCom med OSS\/BSS, \u00e4rendehantering eller kundservicesystem hos serviceoperat\u00f6rerna kan kommunikationen ske genom v\u00e4rdekedjan och n\u00e5 alla p\u00e5verkade parter.<\/p>\n<p><strong>Felhantering<\/strong><\/p>\n<p>Ett fel \u00e4r likt ett planerat avbrott p\u00e5 m\u00e5nga s\u00e4tt. En klippt kabel \u00e4r en klippt kabel oavsett om det \u00e4r en olycksh\u00e4ndelse eller en del av en planerad n\u00e4tf\u00f6r\u00e4ndring. Den stora skillnaden ligger i den initieras.<\/p>\n<p>Vid fel i den passiva delen av n\u00e4tet beh\u00f6ver felaktiga objekt identifieras. I vissa fall \u00e4r detta enkelt gjort. Exempelvis vid f\u00e4ltrapporter g\u00e4llande tillf\u00e4lliga st\u00f6rningar som t.ex. en av misstag klippt kabel. NOC kan i dessa fall g\u00f6ra en snabb f\u00f6rsta ber\u00e4kning av hur stor p\u00e5verkan \u00e4r och ange trolig kabel som felk\u00e4lla. I andra fall kr\u00e4vs ofta en st\u00f6rre utredning f\u00f6r att hitta felk\u00e4llan.<\/p>\n<p>F\u00f6r en s\u00e5dan utredning sker normalt inmatning av felinformation fr\u00e5n ett antal tj\u00e4nster. Eftersom dpCom har full insikt i den fullst\u00e4ndiga v\u00e4gen f\u00f6r en tj\u00e4nst i n\u00e4tet kan systemets funktion f\u00f6r felanalys anv\u00e4nda informationen f\u00f6r ett antal tj\u00e4nster och leta efter m\u00f6nster eller vanliga avvikelser t.ex. \u201d15 av 16 tj\u00e4nster \u00e4r finns i en viss kabel\u201d<\/p>\n<p>OTDR m\u00e4tningar kan anv\u00e4ndas f\u00f6r att s\u00f6ka efter skador p\u00e5 fiberniv\u00e5. dpCom ber\u00e4knar och visar den geografiska positionen utifr\u00e5n uppm\u00e4tt avst\u00e5nd. Ber\u00e4kningen tar \u00e4ven h\u00e4nsyn till den dokumenterade kabelslingsl\u00e4ngden. P\u00e5 detta s\u00e4tt f\u00e5s en tillf\u00f6rlitlig plats som f\u00e4ltarbetare kan skickas till.<\/p>\n<p>Precis som f\u00f6r planerade avbrott ges information om p\u00e5verkade kunder och tj\u00e4nster d\u00e4r SLA-niv\u00e5er och riskklassificeringar inkluderas. Detta \u00e4r hj\u00e4lpsamt f\u00f6r NOC n\u00e4r prioritering och allvarlighetsgrad ska s\u00e4ttas. Informationen kan \u00e4ven skr\u00e4ddarsys f\u00f6r att implementera nuvarande best\u00e4mmelser g\u00e4llande felklassificering som exempelvis: \u201dOm antalet p\u00e5verkade kunder multiplicerat med tiden f\u00f6r st\u00f6rningen \u00f6verstiger en viss summa ska en avisering g\u00f6ras till en allm\u00e4n portal med st\u00f6rningsinformation\u201d.<\/p>\n<p>F\u00f6rdefinierade mallar f\u00f6r arbetsfl\u00f6det kan anv\u00e4ndas som bas f\u00f6r fels\u00f6kning och reparation. Dessa mallar kan f\u00f6lja en standard eller tas fr\u00e5n ett specifikt objekt n\u00e4r det g\u00e4ller h\u00f6gre riskklassificerade objekt. S\u00e5dana objektspecifika mallar kan till exempel ange att den f\u00f6rsta \u00e5tg\u00e4rden \u00e4r att f\u00f6lja en f\u00f6rberedd redundansplan. Allt eftersom mer information inkommer g\u00e4llande problemet kan felet f\u00f6rflytta sig fr\u00e5n ett objekt till ett annat och omfattningen av felet \u00f6ka eller minska.<\/p>\n<p>Samma mekanism f\u00f6r kommunikationshantering, som beskrivits f\u00f6r planerade avbrott, kan anv\u00e4ndas f\u00f6r att h\u00e5lla kunder informerade om avbrottet och \u00e5terst\u00e4llningen.<\/p>\n<p><strong>Hantering av felanm\u00e4lan fr\u00e5n kund<\/strong><\/p>\n<p>dpComs modul f\u00f6r kundservice har ett anv\u00e4ndargr\u00e4nssnitt som \u00e4r enkelt att anv\u00e4nda i m\u00f6tet med kund. Huvudsyftet \u00e4r att hantera felanm\u00e4lan fr\u00e5n kunder. En mottagen felanm\u00e4lan j\u00e4mf\u00f6rs med aktiva fel och avbrott vilket m\u00f6jligg\u00f6r direkt feedback n\u00e4r kunden som gjort den troligen \u00e4r p\u00e5verkad av dessa. Kunden f\u00e5r direkt information g\u00e4llande felet och planerad tid f\u00f6r \u00e5terst\u00e4llning.<\/p>\n<p>Om rapporterat fel inte matchar ett aktivt fel sparas felet och kan anv\u00e4ndas tillsammans med andra felanm\u00e4lningar f\u00f6r en felanalys som beskrivet ovan. S\u00e5 fort ett motsvarande fel registreras kommer kunden att inkluderas i kommunikationsplanen f\u00f6r felet och b\u00f6rja f\u00e5 information om uppdateringar och status g\u00e4llande \u00e5terst\u00e4llning.<\/p>\n<p><strong>Fel och avbrottsstatistik<\/strong><\/p>\n<p>Information om fel och avbrott lagras i databasen och finns sedan tillg\u00e4ngliga som underlag f\u00f6r flertalet rapporter, rapporter som m\u00e5ste f\u00f6lja krav fr\u00e5n myndigheter eller andra regulatoriska institutioner. N\u00e4r interaktion sker med kunder kan kundservice-personalen se hela historiken, vilket \u00e4r anv\u00e4ndbart n\u00e4r det kommer till att uppfylla SLA-villkor. Informationen \u00e4r ocks\u00e5 v\u00e4rdefull som en del av en underh\u00e5llsanalys som ger st\u00f6d vid uppr\u00e4ttande av uppgraderings- eller ers\u00e4ttningsplaner f\u00f6r utrustning som \u00e4r en del av ett avbrott.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Utf\u00f6r avancerade felanalyser och effektivisera processerna f\u00f6r felhantering<\/p>\n","protected":false},"author":1,"featured_media":2383,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"default","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[41],"tags":[],"class_list":["post-2393","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-nyckelfunktioner-i-dpcom"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.9 - 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