Vodafone Procedures

This section will put forth Team procedures as they relate to Vodafone coordination. Important extracts from the Vodafone Service Design Specifications (SDS) will be posted in this space for Team consideration.

The relevant definitions to the subsections are as follows:

1. Change Management

   1. Change Management is the process of planning, coordinating, implementing and monitoring changes to production services. A change is defined as the addition, modification or removal of configuration items that could influence those services. The goal of this process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes, in order to minimize the impact of change-related incidents upon service quality and availability, and consequently to improve the day-to-day operations of the organization. 

   2. Mezzanine will host the MFW On-Track Solution, therefore they will be accountable for the implementation of robust Change Management governance. 

   3. The Mezzanine Change Management process must be planned in conjunction with their Release and Configuration Management processes. This will help Mezzanine to evaluate the impact of the change on the current and planned services and releases. 

2. Problem Management Process 

   1. Problem Management acts as a form of quality assurance to continually improve delivered services and thus minimize the number and severity of incidents and problems. 

   2. It is activated in the case of P1/P2/P3 severity level incidents with high business impact and/or unknown root cause. The objective of Problem Management is to manage the lifecycle of problems: 

      1. Minimizing number and severity of incidents and problems by analyzing major/critical incidents and ending by detection of root causes and by providing solution and preventive measures to problems 
      2. Tracking and coordinating the operational teams by root cause investigation and implementation of corrective actions 
      3. Pursuing proactive problem management investigation and hand over to Problem Management 
      4. Preventing re-occurrence of incidents and problems 

   3. Problem Management teams will support operation to search for the root cause of the problem by triggering and coordinating appropriate all relevant support teams (3rd Level Support). 

   4. After each major incident a cause review will take place and be documented in the relevant ticket tool (Remedy). Appropriate corrective and preventive measures will be taken in cooperation with all support teams.