Prioritising fixes and focussing fault investigations - dynamically

Successfully troubleshooting network faults and correlating multiple trouble tickets uses a lot of effort and time.

Where do you start to look when 20 seemingly unrelated cells suddenly go down? How do you choose which node to fix when the number of potentially critical faults outnumber your expert engineers? The answer used to be: work faster, work harder, get more people or be consistently lucky. Ontology offers more palatable and practical answers.

Vodacom South Africa Case Study  |  Internet Solutions Case Study

Vodacom South Africa

Case Study

 

Situation

Vodacom, like many Mobile operators, struggled to react to critical faults and complex network events

  • A critical fault is, for instance, one that affects a Radio Cell, Enterprise customer, Top up server, or point-of-sales shop. 
  • A complex event could be a seemingly random group of cells mysteriously fail or KPIs over a portion of the network suddenly drop.
 

Solution

Users of Ontology Vodacom had already tried Ontology’s Intelligent 360 for Network Operators Network Troubleshooting graph-search powered analysis modules. This was an upgrade to enable Ontology's COTS Common Cause Analysis and Real Time SIA Module.

 

Benefits

  • For complex events Vodacom used Ontology’s Common Cause Analysis module. This enabled users to select and import multiple RAN failures directly from the Fault Manager (any set of open Faults or Trouble Tickets (TTs) can be entered) to search for the predicted common cause(s) across Transmission, Core or RAN networks.
    • The solution substantially reduced the time taken to resolve the most fault or trouble ticket issues. 
  • To deal with critical faults Vodacom used Ontology’s Real-Time SIA Module to provide millisecond prediction of important impacts over complex infrastructures.
    • The SIA solution dynamically considered the effects of planned changes, existing faults, and network redundancy/resilience. This was practically impossible to achieve before Ontology.
    • Important network capabilities like path-redundancy, for example, which can be easily be compromised anywhere along a complicated multi-service path, were automatically understood and tracked by the system.
    • Ontology delivered the accuracy, automation and speed necessary to win adoption right across the operations team.

Internet Solutions

Case Study

 

Situation

After years of double-digit growth South Africa’s Internet Solutions became the leading national provider of enterprise data services.

With that scale came real operational challenges.

Teams had to contend with thousands of daily network faults each which could affect on or more of multiple-tens of thousands of customers.

 

Solution

Internet Solutions were already users of Ontology so expanded their footprint with Ontology Intelligent 360 for  NetOps Network Troubleshooting with emphasis on Real-Time SIA.

 

Benefits

  • This solution silently enriched Fault records in the chosen Fault management console. This enabled faults to be prioritised in the Fault Management solution without requiring users to learn another system
  • NOC and Service management teams could then see affected customers, understand which faults mattered most and also see the recommended fix priority.

"The challenge of managing increasingly sophisticated services which depend upon an infrastructure of IP/MPLS VPN networks, VoIP servers, managed applications and Data Centers, with off-the-shelf systems, is becoming intractable. OSS/CAD seems to be uniquely capable of efficiently containing this complexity. "

Richard Askham, Senior Operations Manager – System