Plugged In: Cutting-Edge Workflow Solutions for Telecom and Utilities

Regulation and scheduled maintenance within telecommunications and utilities sector are two vital operational processes. Both can be equally difficult to get right on a continuous basis. However with comprehensive workflow management, tackling regulations, maintenance and whole list of other operational tasks becomes much easier. This blog explores various aspects of workflow management within these sectors, providing specific examples to illustrate its importance. We’ll start off with Network Planning & Design.

1. Workflow Management in Network Planning and Design

Example: Implementing a New Fiber Network

The planning and design phase is critical in the telecom and utility sectors. For instance, when a telecom company plans to implement a new fiber network, it needs to consider various factors like geographical challenges, existing infrastructure, and future scalability.

• Planning Tools and GIS Integration: Utilizing Geographic Information Systems (GIS) helps in mapping out the physical assets and understanding the terrain. This integration ensures accurate planning and reduces the risk of unforeseen obstacles during implementation​​.
• Example in Action: A telecom operator, planning a GPON (Gigabit Passive Optical Network) rollout, uses GIS to identify optimal splitter locations, ensuring efficient service delivery to multiple end-users from a single fiber strand​​.
• Workflow Management Connection: In network planning and design, workflow management involves organizing tasks such as site surveys, GIS mapping, and design approval processes. Efficient workflows ensure that each step is completed accurately and on time. By integrating GIS tools, workflows streamline the process of identifying optimal locations and planning routes, reducing delays and errors.

2. Workflow Management in Operations and Maintenance

Example: Automated Network Reconciliation

Once the infrastructure is in place, maintaining it efficiently is crucial. Automated systems for network reconciliation and inventory management play a significant role in keeping the operations seamless.

• Automation Tools: Tools like VC4-IMS provide automated network reconciliation, ensuring that any changes in the network are captured in real-time. This reduces manual intervention and minimizes errors​​​​.
• Example in Action: A telecom operator uses VC4-IMS to automate the discovery and reconciliation process, maintaining a single source of truth for network inventory. This automation supports efficient fault management and service delivery​​.
• Workflow Management Connection: In operations and maintenance, workflows are crucial for ongoing tasks such as network reconciliation and fault management. Automated integrated workflows in tools like VC4-IMS capture real-time changes in the network, ensuring data accuracy and reducing manual effort. This keeps the operations seamless and helps in maintaining network integrity.

3. Workflow Management in Customer Service and Support

Example: Integrated Trouble Ticket Management

Providing excellent customer service is a key objective for telecom and utility companies. An integrated trouble ticket management system helps in resolving customer issues promptly and efficiently.

• Trouble Ticket Management: Systems like VC4-IMS offer modules for trouble ticket management, enabling automatic ticket creation for faults and tracking all issues until resolution​​.
• Example in Action: When a network fault occurs, the trouble ticket management system within VC4-IMS creates a ticket automatically, calculates the impact, and notifies affected customers via email or SMS, ensuring transparency and timely updates
• ​​Workflow Management Connection: Customer service workflows manage the process from fault detection to resolution. An integrated trouble ticket management system automates the creation, tracking, and resolution of tickets. This workflow ensures that customer issues are addressed promptly and efficiently, enhancing customer satisfaction.

4. Workflow Management in Inventory and Asset Management

Example: Comprehensive Inventory Management

Managing network assets efficiently is crucial for reducing operational costs and improving service delivery. A comprehensive inventory management system keeps track of all physical and logical assets within the network.

• Integrated Inventory Systems: VC4-IMS provides a complete view of physical, logical, and service inventories, supporting better planning and operational efficiency​​.
• Example in Action: A utility provider uses VC4-IMS to manage all its network assets, from physical components like cables and routers to logical connections and services. This integration ensures accurate data and supports effective decision-making​​.
• Workflow Management Connection: Efficient inventory and asset management workflows track and manage all physical and logical network assets. Using a system like VC4-IMS, workflows ensure that inventory data is updated, assets are tracked, and resources are allocated optimally. This supports better planning and decision-making, reducing costs and improving service delivery.

VC4 in Workflow Management

The workflow management feature is an integrated module within IMS. Every process can be created easily by users who have the correct permissions.

Workflow Management supports functionality such as:

• Flexible Process creation and adjustment
• Order and Trouble Ticket queues
• Main and sub tasks
• Serial and parallel work streams
• Automatic tasks to queues
• Ability to accept or reject tasks
• Automatic Order and Trouble Ticket Lead time management
• Report functionality
• Direct links to network items in inventory, like connections, equipment, etc.

Workflow Functionality can also be used to automate certain tasks, like:

• Automatically create circuit name(s)
• Automatically relate circuit to port on equipment
• Automatically design circuit through network
• Automatically create sub interface on IP/MPLS router/switch
• Automatically relate IP addresses to ports
• Set all related network items to “In Service” status
• Automatically add card(s) in equipment
• Auto provisioning of connections in Network

If you would like to know more about IMS Workflow Management and how it can help automate tasks and operations you in your organization, then reach out to VC4. The team is always happy to assist and answer any questions you may have about your specific situation.