A case study of best practices for DOCSIS network incident management and monitoring in ITIL 4 service management environment
Pasila, Tuukka (2022)
2022
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2022121328591
https://urn.fi/URN:NBN:fi:amk-2022121328591
Tiivistelmä
This study of best practices for DOCSIS network incident management and monitoring in ITIL 4 service management environment, was commissioned as part of an incident management development project.
The focus of this study was to learn how the DOCSIS incident management has been organized and find out weak points of that process and propose practical improvements.
The study was qualitative research in a form of case study. Research involved discussions with incident management and DOCSIS technology professionals, investigation of process documents and studying incident management practices. Additionally processes and their proposed changes were mirrored in relation to ITIL 4 guiding principles.
The study found out that the old process was not ideal, but also moving from the old process directly to the common incident process should not be recommended. It was found that handling DOCSIS incidents require special knowledge and knowing other broadband technologies was not necessarily beneficial. The research also found that HFC networks are very complex structures, and they require constant upkeep and cooperation with field engineers.
The research proposed a hybrid process model as a first step of continual improvement. The suggestion was to combine best parts from old DOCSIS incident management practice and the common incident management practice together to form a new DOCSIS incident management practice.
The focus of this study was to learn how the DOCSIS incident management has been organized and find out weak points of that process and propose practical improvements.
The study was qualitative research in a form of case study. Research involved discussions with incident management and DOCSIS technology professionals, investigation of process documents and studying incident management practices. Additionally processes and their proposed changes were mirrored in relation to ITIL 4 guiding principles.
The study found out that the old process was not ideal, but also moving from the old process directly to the common incident process should not be recommended. It was found that handling DOCSIS incidents require special knowledge and knowing other broadband technologies was not necessarily beneficial. The research also found that HFC networks are very complex structures, and they require constant upkeep and cooperation with field engineers.
The research proposed a hybrid process model as a first step of continual improvement. The suggestion was to combine best parts from old DOCSIS incident management practice and the common incident management practice together to form a new DOCSIS incident management practice.