Sectors and organisations
Telecoms operations
Network and service operations in a telecoms provider: monitoring, incidents, change, provisioning, assurance and customer impact.
4 areas · 8 capabilities · 18 questions · answered on a scale from “Agree” to “Disagree”
Maturity levels
- Reactive Problems are found by customers or by chance, and fixes depend on individual experts.
- Managed Core processes exist and are followed for major events, but vary between teams and shifts.
- Standardised Operations follow consistent processes and measures across network domains and teams.
- Proactive Issues are predicted and prevented using data, automation and joined-up assurance.
- Optimising Operations improve continuously from data, with automation handling routine work end to end.
What it assesses
Each capability is scored from its questions, and each team or process gets its own level per capability. One example question is shown for each.
Monitoring and assurance
Faults and degradation are seen early.
“We usually detect network faults and degradation before customers report them.”
2 questions
The service customers receive is measured, not just the network.
“We measure the quality of services as customers experience them, not only the health of network elements.”
2 questions
Incidents and change
Outages are handled quickly and consistently.
“Major incidents follow a clear, practised process with defined roles, whichever team or shift is on.”
3 questions
Changes are safe, planned and reversible.
“Every network change has a tested way back.”
3 questions
Provisioning and capacity
New services are delivered right first time.
“New customer services are activated without manual rework between systems or teams.”
2 questions
Growth is anticipated, not discovered.
“We add capacity before it runs out, based on traffic trends and plans.”
2 questions
Customers and improvement
Customers and front-line teams know what's happening.
“Customer-facing teams get timely, accurate information about faults and fixes.”
2 questions
Routine work is automated and processes keep improving.
“Repetitive operational tasks are steadily being automated.”
2 questions