Logo or heading

here


1L 9000 Measurements
nandbook, ke|ease S.0
Changes from 8elease 4.3


2
MeasuremenLs Pandbook
Changes 84.3 Lo 8 3.0
Cverv|ew
- lnpuL from Sub-Leams and lnluauves Lasked wlLh
developlng maLerlal for Lhe MeasuremenLs Pandbook
- l1lL Language
- kl LnhancemenL
- neLwork and Servlce 8ellablllLy
- MeasuremenLs for nexL Cenerauon neLworks
- Servlce rovlder 8equlremenLs and MeasuremenLs
- lncorporaLes clarlcauons Lo measuremenLs
- llve new measuremenLs
- Avallable for urchase now
- Lecuve - 12/31/2012
- Can use - !an. 2013 daLa
- MusL use - !ul. 2013 daLa
CurrenL SLaLus
3
- Cn 1lme uellvery Lo romlse uaLe (C1l)
- 8aslc 8eLurn 8aLe (888)
- Mean 1lme Lo 8esLore Servlce (M18S)
- Clobal Servlce lmpacL (CSl)
- Lnd-CusLomer ComplalnL 8eporL 8aLe (CC88)
new MeasuremenLs
4
# of llne lLems dellvered on ume Lo promlse daLe
# of llnes lLems wlLh promlse daLe ln monLh

- Same baslc rules as C1l
- Added because of fallure of organlzauons Lo
conslsLenLly meeL Lhelr promlse daLes
especlally for wlreless neLwork producLs
- Applles Lo producLs ln famllles 1-6 and 8
Cn 1lme uellvery Lo romlse uaLe (C1l)
3
=

x 100
LoLal ouLage mlnuLes
LoLal number of evenLs

- 1wo measures - crlucal and non-crlucal servlce
dlsrupuons
- Applles Lo caLegory 7.3.2 neLwork Cperauons
CenLer
- rlmary measure of performance for nCC's
Mean 1lme Lo 8esLore Servlce (M18S)
6
=

Servlce mlnuLes ouLage
1oLal servlce mlnuLes posslble

- ls a Lrue unavallablllLy number
- Same baslc daLa elemenLs as SC
- Applles Lo cerLaln Lnd-cusLomer producL
caLegorles - famlly 9
- key neLwork level cusLomer performance
measure
Clobal Servlce lmpacL (CSl)
7

x 10
6
=
number of reLurns
number of unlLs shlpped
- Slngle measure lnsLead of Lhe four ln l8
- 8asls perlod of 18 monLhs from orlglnal
shlpmenL
- used for producLs where Lracklng of reLurn raLe
pasL lnsLallauon and early use ls noL pracucal or
necessary
- 1ransmlsslon sub-sysLems, AnLenna SysLems,
hyslcal sLrucLure, CL, ConLracL manufacLurlng,
Subassemblles and cerLaln opucal devlces
8aslc 8eLurn 8aLe (888)
8
=

100 x AfacLor x
number of cusLomer complalnLs
number of normallzauon unlLs
- nu baslcally Lhe number of users
- 8roken down by Lechnlcal and non-Lechnlcal
complalnLs
- Applles Lo cerLaln end-cusLomer producL
caLegorles - famlly 9
- MosL end-cusLomers are looklng for an
lmmedlaLe answer Lo Lhelr complalnL and noL
a long Lerm process change
Lnd-CusLomer ComplalnL 8eporL 8aLe
(CC88)
9
=

AfacLor x
Secuon by Secuon Changes
11
Secuon 1
Introducnon
- noLed LhaL Lhe 8lbllography also conLalns Lhe
end noLe references
12
Secuon 2
Structure

no changes
13
Secuon 3
Measurements, rocess|ng, Usage and kespons|b|||nes
- 3.2 a) po|nted out that the organ|zanon's reg|stranon opnons
(n, S, and]or V) a|so determ|ne the measurements that are to
be reported, a|ong w|th product category
- 3.4.2 c|ar|hed that a|| good data rece|ved from customers
shou|d be used regard|ess of format
- 3.4.2 c|ar|hed that the |nformanon on wh|ch customer's data
was |nc|uded |n a data subm|ua| must be kept for the two year
data per|od
- 3.4.2 po|nted to 4.2.8 on exempnons |f there |s no usab|e
customer data
14
Secuon 3 (conL.)
- 3.S.2 k) mod|hed to requ|re data resubm|ua| |f there
|s a mater|a| d|erence |n the correct data. Mater|a|
d|erence |s dehned as p|us or m|nus 1
- New 3.S.2 |) - "resubm|t corrected data no |ater than
the 2nd data subm|ss|on aher |dennfy|ng the
prob|em when |t |s determ|ned that a data
resubm|ss|on |s requ|red"
- New 3.S.2 m) - "|nvesngate any adv|sor|es rece|ved
on the|r subm|ued data, correct any data errors
found, and resubm|t data as appropr|ate"
13
Secuon 3 (conL.)
- new 3.3.2 noLe - nC1L: lor Lhose
organlzauons uslng auLomaLed daLa collecuon
sysLems, valldauon of Lhe daLa collecuon
sysLem ls noL requlred on a monLhly basls.
Powever, lf Lhere ls any manual lnpuL of daLa Lo
or from Lhe auLomaLed sysLem, Lhe
Crganlzauon ls sull requlred Lo verlfy Lhe daLa
values."
16
Secuon 3 (conL.)
- new Secuon 3.6.1 lnformauon and 8esources -
polnLs ouL key documenLs and resources on Lhe
Ll9000.org/llnks.hLml page and ln Lhe
supplemenLal measuremenLs llbrary -
1l9000.org/resources/sup_measuremenLs.hLml
17
Secuon 4
Genera| Measurements kequ|rements
- 4.1.1 Conformance Lo MeasuremenLs role - Added
speclcauon LhaL aL leasL one monLh of daLa musL be
submlued uslng Lhe new Pandbook when upgradlng
Lo a new revlslon
- 1able 4.1-1 8 3.0 recommended for use ln !anuary
2013 and mandaLory from !uly 2013
18
Secuon 4 (conL.)
- 4.2.3 Changed 1lLle from use of llscal erlods and
Calendar uays" Lo 8eporung erlods" and added:
1he Lerm 'monLh' LhroughouL Lhls handbook refers
Lo Lhe reporung perlod for Lhe daLa, wheLher
calendar or scal."

19
Secuon 4 (conL.)
- 4.2.8 clarled LhaL slnce Lhe organlzauon should
have all of Lhe daLa needed Lo reporL Lhem, n8,
l81, Cl8, C1u, SlC, S8, and SC may noL be
exempLed
- 4.2.8 added Lhe requlremenL Lo ldenufy any clalmed
measuremenL exempuons ln Lhe 1L 9000 prole eld
provlded for Lhls purpose
- 4.2.8 lnLroduced a new Lerm Lo be used ln Lhe daLa
submlual, Comblned", for use when an organlzauon
makes muluple submluals ln Lhe same producL
caLegory. Comblned" ls used when Lhe requlred
daLa ls conLalned ln one of Lhe oLher submluals
20
Secuon 4 (conL.)
- 4.2.9 lnLroduced a new Lerm Lo be used ln Lhe daLa
submlual, roxy-xxxx", for use when an
organlzauon makes muluple submluals ln Lhe same
producL caLegory across Lwo or more reglsLrauons.
roxy-xxxx" ls used when Lhe requlred daLa ls
conLalned ln submlual under anoLher reglsLrauon lu.
xxxx" ls Lhe number of Lhe oLher 1L 9000
reglsLrauon lu.
21
Synchronlzauon wlLh l1lL 1ermlnology
- 1hrough ouL Lhe 83.0 Pandbook changes have been
made Lo synchronlze Lhe Lerms and phraslng Lo be
conslsLenL wlLh l1lL Lermlnology.
- key concepLs -
- ulerence beLween a 1L 9000 problem reporL and
an l1lL lncldenL
- 8esLorauon used Lo lndlcaLe lmmedlaLe acuon
Laken Lo resLore servlce
- 8esoluuon used Lo lndlcaLe successful dellvery of
a long Lerm x
22
lncldenL
- An unplanned lnLerrupuon Lo a communlcauon
servlce or reducuon ln Lhe quallLy of a servlce, or an
evenL or condluon LhaL has noL yeL lmpacLed servlce
or funcuonallLy of Lhe neLwork elemenL. Lvery
cusLomer requesL for servlce ls counLed as an
lncldenL. lncldenL reporLs relaLed Lo a producL or
process defecL may also quallfy as a 1L 9000 problem
reporL. An lncldenL may lead Lo a loss of servlce LhaL
qualles as a 1L 9000 reporLed ouLage.
23
Secuon 3.1
Number of rob|em keports (Nk)
- S.1.2 urpose - A|though |t |s covered |n the
dehn|non of a prob|em report, c|ar|hed reports to
be counted |nc|ude those on the processes
assoc|ated w|th the product
- Added - 1he measuremenL does noL lnclude all
cusLomer calls or reporLed lncldenLs. Cnly problem
reporLs meeung Lhe denluon ln Lhe Clossary are
evaluaLed for lncluslon ln Lhe measuremenL, sub[ecL
Lo Lhe dened counung rules and excluslon rules."
24
Secuon 3.1 (conL.)
- S.1.4 a) - Added to term|no|ogy ||st here and |n S.2
and S.3:
Inc|dent
keso|unon
kestoranon
- .
23
Secuon 3.1 (conL.)
- S.1.4 b) 9)
- .
roblem reporLs shall be counLed ln Lhe severlLy
classlcauon as ouLllned ln 3.1.4 b) 8) ln eecL aL Lhe
ume Lhe daLa are calculaLed for reporung Lo Lhe
1L 9000 AdmlnlsLraLor. When reporung Lo Lhe
cusLomer, Lhe severlLy classlcauon ln eecL aL Lhe
ume Lhe daLa are calculaLed for Lhe cusLomer reporL
shall be used."
26
Secuon 3.1 (conL.)
- S.1.4 b) 10)
- .
1emporary xes such as Lemporary paLches or workarounds are
frequenLly used Lo resLore servlce or operauon followlng an
lncldenL due Lo a crlucal problem. 1he omclal x Lo resolve Lhe
problem ls oen developed under a subsequenL or follow up"
ma[or or mlnor problem reporL LhaL references Lhe orlglnal
crlucal problem reporL. A crlucal problem reporL of Lhls Lype
shall noL be reclassled and shall be reporLed as a crlucal
problem reporL. 1he subsequenL ma[or or mlnor problem reporL
shall noL be counLed ln n8, buL lL ls lncluded ln roblem 8eporL
llx 8esponse 1lme (l81) and Cverdue roblem 8eporL llx
8esponslveness (Cl8) measuremenLs. ln oLher words, Lhe
resLorauon of servlce or operauon does noL reduce Lhe
crlucallLy of Lhe problem reporL for Lhe purpose of Lhe n8
measuremenL
27
Secuon 3.1 (conL.)
- 3.1.4 c)
- SpllL Lhe exlsung llsL of excluslons lnLo Lhose lLems
LhaL are excluded because Lhey are noL 1L 9000
problem reporLs (former lLems 1 Lhrough 6) and
Lhose LhaL are problem reporLs buL are excluded for
a speclc reason (former lLems 7 & 8)
- Added a new excluslon condluon for - "a reporL for
whlch Lhere ls a x avallable aL no cosL and Lhe
cusLomer has declded noL Lo deploy Lhe x."
- .
28
Secuon 3.1 (conL.)
- 3.1.4 d)
- n8s denluon changed Lo noLe LhaL Lhe
normallzauon unlL counL Lo be reporLed ls Lhe
counL aL Lhe end of Lhe calculauon perlod.
- noL clear for many caLegorles when Lhe counL
was Lo be made
- noLe Lhls shls Lhe ume perlod for Lhose
caLegorles where Lhe normallzauon facLor
conLalns Lhe word shlpped." Was 12 monLhs
prlor Lo Lhe reporL monLh, now 12 monLhs
lncludlng Lhe reporL monLh.
- .
29
Secuon 3.1 (conL.)
- 3.1.4 e)
- Changed reference Lo Lhe M8S Lo Lhe 1L 9000
AdmlnlsLraLor here and LhroughouL Lhe
Pandbook
- .
30
Secuon 3.2
roblem 8eporL llx 8esponse 1lme (l81)
- 3.2.1 Ceneral uescrlpuon and 1lLle -
slmplled and clarled Lhe wordlng.
- 3.2.2 urpose - added:
"1hls measuremenL does noL reecL
responslveness Lo servlce or operauon
resLorauon requesLs for reporLed lncldenLs."



31
Secuon 3.2 (conL.)
- 3.2.4 b) 3) noLed LhaL lf a problem reporL ls
reopened, Lhe excesslve delay rule 3.2.4 b) 7)
sull applles.
- Several mlnor wordlng changes Lo
conslsLenLly refer Lo resolvlng problems and
resLorlng servlce

Secuon 3.3
Cverdue llx 8esponslveness (Cl8)

- 3.3.1 Ceneral uescrlpuon and 1lLle - clarled
wordlng and sLandardlzed wordlng:
- Cverdue roblem 8eporL llx 8esponslveness (Cl8)
measures Lhe responslveness Lo cusLomer-orlglnaLed
problem reporLs LhaL are noL xed on ume accordlng
Lo Lhe counung rules for fall Lo meeL Lhe llx
8esponse 1lme measuremenL."
32
33
Secuon 3.4
Cn 1lme uellvery (C1u)
- 3.4.2 urpose - 8eplaced - 1hls lncludes new
lnsLallauons, addluons and changes Lo exlsung
servlces, and cessauon of servlce, LhaL ls, respondlng
Lo an order of any klnd from Lhe cusLomer.
WlLh - 1he C1u measuremenL covers on-ume
dellvery performance for any cusLomer-lnluaLed
producL order."
34
Secuon 3.4 (conL.)
- 3.4.4 a) 1ermlnology - because Lhey apply only Lo
secuon 3.4 and are fully dened here removed Lhe
followlng from Lhe Lermlnology and Lhe glossary:

Cn 1lme lLem uellvery
Cn 1lme Servlce uellvery
33
Secuon 3.4 (conL.)
- Added Cn 1lme lLem uellvery Lo romlse (C1l)
- Applles Lo producL caLegory famllles 1-6 and 8
- 8aslc rules same as C1l excepL measure Lo promlse daLe
lnsLead of cusLomer requesLed dellvery daLe
- 3.4.4 b) 3) removed resLrlcuon LhaL changes Lo Lhe
dellvery wlndow musL be made ln advance.
- 3.4.4 b) 4) Larly order compleuons - changed
auLhorlzed by Lhe cusLomer" Lo agreed Lo by Lhe
cusLomer." Agaln removes lmpllcauon LhaL Lhe
agreemenL had Lo be made ln advance.
36
Secuon 6
CuLage MeasuremenLs
- 6.0.1 urpose - added:
1he CuLage MeasuremenLs musL noL be confused
wlLh lncldenL 8esLore 1lme, as lncldenLs do noL
necessarlly cause servlce or neLwork elemenL
ouLages. 1he ouLage measuremenLs do focus sLrlcLly
on cases LhaL resulL ln unavallablllLy of Lhe provlded
servlce or funcuonallLy."

37
Secuon 6 (conL.)
- 6.0.1 urpose - added:
"1he SC and SCnL measures lnclude ouLages
aurlbuLable Lo boLh Lhe cusLomer and Lhe producL.
1he lnLenL of Lhe lncluslon of cusLomer-aurlbuLable
ouLages ls Lo help ldenufy areas where Lhe causes of
repeuuve cusLomer-aurlbuLable ouLages mlghL be
allevlaLed by enhancemenLs Lo Lhe producL deslgn."

38
Secuon 6 (conL.)
- 6.0.1 urpose - added:
"noLe: All of Lhe CuLage measuremenLs are
lndependenL. 1he evaluauon of an ouLage evenL for
lncluslon ln Lhe reporung of a glven measuremenL ls
done separaLely for each measuremenL. 1he lncluslon
of an evenL ln one measuremenL does noL preclude lL
from belng reporLed ln anoLher ouLage measuremenL."

39
Secuon 6.1
Servlce lmpacL CuLage MeasuremenL (SC)
- 6.1.4 b) 4) - replaced reference Lo rule 8 (was 7)
concernlng excesslve delays and seL a slx monLh
perlod for Lhe cusLomer Lo deploy a x or oLher ume
perlod as muLually agreed Lo.
- new 6.1.4 b) 3) - An ouLage shall be classled as
producL aurlbuLable lf no cause can be deLermlned."
40
Secuon 6.1 (conL.)
- 6.1.4 b) 8) - formerly 7 -
- replaced wordlng on ouLage resoluuon" wlLh
resLorauon of servlce"
- Added - nC1L: See nS8C Culdellnes on Lhe
ulsLrlbuuon of uurauon 1lme" for guldance ln
deLermlnlng excesslve ume. 1he documenL ls
avallable on Lhe 1L 9000 web slLe (hup://
Ll9000.org/llnks.hLml)."
41
Secuon 6.1 (conL.)
- 6.1.4 b) 9) - formerly 8 - delays caused by lnablllLy Lo
access Lhe producL due Lo reasons beyond Lhe
cusLomer's conLrol are counLed as exLernal-
aurlbuLable ouLages for producL caLegory famllles
1-8. 1he rule no longer applles Lo famlly 9
- 6.1.4 c) 6) - exLernal-aurlbuLable ouLages are
lncluded ln Lhe all causes ouLage daLa for producL
caLegory famlly 9
42
Secuon 6.1 (conL.)
- 6.1.4 d) 1able 6.1-1 - SCs LoLal counL of Lhe
normallzauon unlLs ls now as of Lhe end of Lhe
monLh
- 6.1.3 c) - Added: 1he use of Lhe SLandard CuLage
1emplaLe SysLem (SC1S) for collecung ouLage daLa ls
encouraged. lnformauon on SC1S ls avallable on Lhe
1L 9000 webslLe (hup://Ll9000.org/llnks.hLml)."
43
Secuon 6.2
neLwork lmpacL CuLage MeasuremenLs (SCnL)
- 6.2.4 b) 1) - lncluded new rule 6.1.4 b) 3) ln Lhe llsL
of rules from 6.1 also appllcable ln 6.2
- 6.2.4 d) 1able 6.2-1 - nLCs ls now Lhe LoLal counL of
Lhe neLwork elemenLs ln servlce as of Lhe end of Lhe
monLh
- 6.2.3 c) - added same noLe on SC1S as ln 6.1.3 c)
44
Secuon 6.3
SupporL Servlce CuLage MeasuremenL (SSC)
- 8emoved unnecessary wordlng ln 6.3.1 and 6.3.3
- Synchronlzed wordlng wlLh l1lL language ln 6.3.3
- 6.3.4 c) 1) - updaLed llsL of rules from 6.1.4 c) Lo
reecL changes ln Lhe rule numberlng. no changes
Lo Lhe acLual rules LhaL apply.
43
Secuon 6.4 - new
Mean 1|me to kestore Serv|ce (M1kS)

LoLal ouLage mlnuLes
LoLal number of evenLs
- 1wo measures - crlucal and non-crlucal servlce
dlsrupuons
- Applles Lo caLegory 7.3.2 neLwork Cperauons CenLer
- rlmary measure of performance for nCCs


=

46
Secuon 6.3 - new
G|oba| Serv|ce Impact (GSI)

Servlce mlnuLes ouLage
1oLal servlce mlnuLes posslble

- ls a Lrue unavallablllLy number
- Same baslc daLa elemenLs as SC
- Applles Lo cerLaln Lnd-cusLomer producL caLegorles -
famlly 9
- key neLwork level cusLomer performance measure

=

x 10
6

47
Secuon 7
Pardware MeasuremenLs - lleld 8eplaceable unlLs (l8)
- Added 8aslc 8eLurn 8aLe (888) secuon 7.2
- Added: 7.0.1 urpose - 1hls secuon conLalns reLurn
raLe measuremenLs for Lwo Lypes of producLs: (1)
producLs whose rellablllLy ls Lracked LhroughouL Lhelr
llfe cycle, and (2) producLs where reLurns or requesLs
for replacemenLs can only be Lracked durlng Lhe
lnlual usage of Lhe producL."
48
Secuon 7.1
lleld 8eplaceable unlL 8eLurns (l8)
- 7.1.1 and 7.1.3 - added words explalnlng l8 applles
Lo producL where Lracklng of reLurn raLe LhroughouL
Lhe producL's llfe cycle ls posslble and needed
- 7.1.4 b) 4) - removed no longer appllcable noLe
abouL conLracL manufacLurers
- 7.1.4 b) 8) - removed no longer appllcable wordlng
abouL conLracL manufacLurers
49
Secuon 7.1 (conL)
- 7.1.4 b) 9) - rephrased exlsung LexL and added:
lf accuraLe apporuonlng ls noL posslble, Lhe
organlzauon may apply all Lhe daLa for LhaL unlL Lo
Lhe mosL approprlaLe producL caLegory."
30
Secuon 7.2
8aslc 8eLurn 8aLe (888)
number of reLurns
number of unlLs shlpped
- Slngle measure lnsLead of Lhe four ln l8
- 8asls perlod of 18 monLhs from orlglnal shlpmenL
- used for producLs where Lracklng of reLurn raLe pasL
lnsLallauon and early use ls noL pracucal or needed
- 1ransmlsslon sub-sysLems, AnLenna SysLems,
hyslcal sLrucLure, CL, ConLracL manufacLurlng,
Subassemblles and cerLaln opucal devlces

=

100 x AfacLor x
31
Secuon 8
Soware MeasuremenLs
- 8.0.1 urpose - removed no longer needed
paragraph on admlnlsLrauve unlLs
- Clarled wordlng ln paragraph dlscusslng rmware
32
Secuon 8.1
Sohware I|x ua||ty Measurement (SI)
- 8.1.2 urpose - deleLed redundanL senLence Soware
llx CuallLy quanues Lhe percenLage of Lhose xes
LhaL are defecuve."
- 8.1.4 b) 9) - Changed Lo:
"A defecuve x shall be counLed ln Lhe monLh durlng
whlch Lhe x was found defecuve by Lhe organlzauon."

33
Secuon 8.1
- new 8.1.4 e) 3) - 1he SlC measuremenL ls unlque
because when xes are declared generally avallable, lL
ls up Lo Lhe cusLomer Lo choose wheLher or noL Lo
lnsLall Lhe x. 1herefore, Lhere ls no cusLomer speclc
reporung requlred due Lo Lhls complexlLy of Lhe SlC
measuremenL."

34
Secuon 8.2
Sohware rob|em keport Measurement (Sk)

- 8.2.4 d) - S8s denluon changed Lo noLe LhaL Lhe
normallzauon unlL counL Lo be reporLed ls Lhe counL aL
Lhe end of Lhe calculauon perlod.
- 8.2.4 e) 4) - rule abouL reporung daLa for all releases
deleLed as lL was noL needed.


33
Secuon 9
- 9.0.1 (Moved from 9.1.2 and updaLed) - "1hls
secuon does noL conLaln all Lhe Servlce
MeasuremenLs. Secuons 3 and 6 also conLaln
measuremenLs assoclaLed wlLh servlce, such as
roblem 8eporLs, llx 8esponse 1lme, Cverdue
roblem 8eporLs, Cn-1lme Servlce uellvery, SupporL
Servlce Caused CuLages, and Clobal Servlce
lmpacL."

36
Secuon 9.1
Serv|ce ua||ty Measurements (S)
- 9.1.4 a) 1ermlnology - ln glossary
uefecuve servlce Lransacuons
Servlce Lransacuons
- 9.1.4 b) reworded - Crganlzauons are Lo counL Lhe
number of defecuve servlce Lransacuons
(numeraLors) and LoLal number of servlce
Lransacuons (denomlnaLors) per Lhe denluons ln
MeasuremenL AppllcablllLy 1able (normallzauon
unlLs), Appendlx A, 1able A2."
Wordlng came from 9.1.3 ln 84.3 verslon.
37
Secuon 9.1 (conL.)
- 9.1.4 d) 1able 9.1-1
SCd number of defecuve servlce Lransacuons
reporLed ln Lhe monLh
SCL 1oLal number of servlce Lransacuons opened ln
Lhe monLh
- 9.1.3 - removed LexL now ln 9.1.4 b) 1)


38
Secuon 9.2
Lnd-Customer Comp|a|nt keport kate (CCkk) - new
number of cusLomer complalnLs
number of normallzauon unlLs
- nu baslcally Lhe number of users
- 8roken down by Lechnlcal and non-Lechnlcal
complalnLs
- Applles Lo cerLaln end-cusLomer producL caLegorles
- famlly 9
- MosL end-cusLomers are looklng for an lmmedlaLe
answer Lo Lhelr complalnL and noL a long Lerm
process change

=

AfacLor x
39
roducL CaLegory 1able A-1
- Added noLe Lo 3.2.2.1.2.3 8CAuM LhaL
producLs LhaL sLarL ouL as SCnL1/SuP and
add WuM capablllues or WuM producLs
LhaL add SCnL1/SuP capablllues are Lo be
classled ln Lhe 8CAuM caLegory
- Added C1n elemenL as example Lo
3.2.2.1.2.3 8CAuM
- new caLegory 3.2.4.4 for l uSLAMS
60
roducL CaLegory 1able A-1 (conL.)
- Added Lo Lhe denluon of 3.2.3 llber Lo Lhe
user - 1hls lncludes sysLems whlch may
provlde connecuons over copper ln addluon
Lo Lhe ber connecuons."
- Modled Lhe denluons of 3.3.2.2 Advanced
81S and 3.3.2.3 4C 81S Lo lnclude sysLems
wlLh a dlsLrlbuLed archlLecLure
- Added 8roadcasL Servlce SysLems Lo 6.1
Lnhanced Servlces
61
roducL CaLegory 1able A-1 (conL.)
- Added LableL compuLers Lo examples for
6.2.1.2.2 Complex (Wlreless Subscrlber user 1ermlnals)
- Added caLegory 7.6.3 Communlcauons
Servlces Acqulsluon
- Added cloud compuung Lo examples for 9.6
e-8uslness and ConLenL Posung
- Added caLegory 9.9 Lmergency Servlce
neLwork
roducL CaLegory 1able A-2
- Added new measuremenLs and caLegorles
- Changed normallzauon unlLs for SC for 3.2.6.2
Analog vldeo 1ransmlsslon and 3.2.6.3 ulglLal
vldeo 1ransmlsslon from vldeo Channels" Lo
neLwork LlemenLs"
- Added clarlcauon Lo noLes for SC for 7.1.1
lnsLallauon Servlces LhaL audlLs may be
conducLed on a sample basls
- lor 7.3.1 neLwork MalnLenance change from
malnLenance vlslLs Lo malnLenance acuons ln
several places
roducL CaLegory 1able A-3
- Modled parual ouLage denluon for 2.2 Common
Channel Slgnallng from Loss of more Lhan 24
channels or 4 llnks, whlchever ls less on Lhe slngle
neLwork elemenL (node)" Lo "Loss of 10 or more of
Lhe llnks on Lhe slngle neLwork elemenL (node)."
Also added 1oLal loss of one or more CA&M
funcuons (defaulL welghL ls 3)"
- Added new caLegory 3.2.4.4
64
Clossary
- Added l1lL Lerms and Lerms needed for new
measures
- 8emoved:
uownume erformance MeasuremenL
Cn 1lme lLem uellvery
Cn 1lme Servlce dellvery
63
Clossary (conL.)
- Changed SupporL Servlce 1ransacuon" Lo
slmply Servlce 1ransacuon" - same denluon
- Annuallzauon lacLor (AfacLor) ls now
AfacLor (Annuallzauon lacLor)
66
Clossary (conL.)
Term - new Denition
End-Customer The nal customer of a Service Provider.
Incident
An unplanned interruption to a communication service or
reduction in the quality of a service, or an event or
condition that has not yet impacted service or functionality
of the network element. Every customer request for
service is counted as an incident. Incident reports related
to a product or process defect may also qualify as a
TL9000 problem report. An incident may lead to a loss of
service that qualies as a TL9000 reported outage.
Incident Restoration Action to return service or functionality to standard quality
operation after being impacted by an incident. Restoration
does not necessarily include resolution if the underlying
problem.
Outage Incident that causes the unavailability of service or
functionality.
67
Clossary (conL.)
Term - new Denition
Resolution
See Ofcial Fix
Restoration
Action to return service or functionality to standard
quality operation after being impacted by an incident.
Restoration does not necessarily include resolution of the
underlying problem.
Service Disruption
Critical
An event that requires immediate, non-stop corrective action, potentially disregarding all other
events, until resolution is achieved. Critical Service Disruptions are events that severely affect the
primary functionality and/or delivery of a service as defined by the organizations ticketing
criteria. Examples include but are not limited to:
a) product inoperability (resulting in a total or partial service outage),
b) reduction in available traffic/data handling capacity below the minimum level required to
handle expected loads,
c) any loss of emergency service or function, for example emergency 911 calls,
d) events impacting enterprise customers that are deemed a critical priority for service
restoration due to the functions that they perform, for example hospitals, airports, police
departments,
e) identified safety hazards, risks or security breaches impacting the organizations infrastructure
and/or its customers,
f) events impacting top enterprise or business customers as identified by the organization, or
g) events that are escalated internally for immediate action.

Service Restoration See Restoration
68
Clossary (conL.)
Term - changed Denition
Ofcial Fix A x made available for general distribution by the
organization as the resolution of a problem.
Problem Report A report from a customer or on behalf of the customer
concerning a product or process defect requesting an
investigation of the issue and a resolution to remove the
cause. The report may be issued via any medium. Problem
reports are systemic deciencies with hardware, software,
documentation, delivery, billing, invoicing, servicing or any
other process involved with the acquisition, operation, or
performance of a product. An incident reported simply to
request help to bring back the service or functionality to
normal without the intent to investigate and provide a
resolution to the cause of the incident is not a problem
report.
69
Clossary (conL.)
Term - changed Denition
Service Impact Outage A failure where end-user service is directly impacted. End
user service includes one or more of the following, but is not
limited to
a) hi-speed xed access (DSL, cable, xed wireless),
b) broadband access circuits (OC-3+), and
c) xed line voice service,
d) narrow band access circuits (T1/E1, T3/E3)
e) wireless data service, and
f) wireless voice service.
Temporary Fix A x that is delivered to a limited number of systems in the
eld for the purposes of verication or to restore system
services on an interim basis. A temporary x is usually
followed by an ofcial x that resolves the underlying
problem.
1hank ?ou!
- Cuesuons?
use Lhe ConLacL us funcuon on any page of
quesuorum.org or Ll9000.org
(noLe LhaL Lhe ConLacL us funcuon ls useful for
any quesuon or problem you may have and ls
conunually monlLored Lo ensure a response)

70