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Software deliveries and maintenance Case: GSM networks

Software deliveries and maintenance Case: GSM networks. By Mika Lukkarinen and Nina Klingenberg, Mobile Networks Supply and Support - Unit, ERICSSON. Contents of the presentation. Software development process Supply process Ericsson global supply and support organization

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Software deliveries and maintenance Case: GSM networks

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  1. Software deliveries and maintenanceCase: GSM networks By Mika Lukkarinen and Nina Klingenberg, Mobile Networks Supply and Support - Unit, ERICSSON

  2. Contents of the presentation • Software development process • Supply process • Ericsson global supply and support organization • Support and maintenance processes • Questions

  3. Application Systems (AS) GlobalApplicationSystem (GAS) Core products - Standard functionality Functional blocks MarketApplicationSystem (MAS) Core products Signaling products Parameter setting - Per operator or country SW runningat the customersite Core products Signalling products Parameter setting Exchange data - Per site

  4. SW package: R8 New major release of the SW is introduced... • Approximately once per year for each network element • The new SW release includes the following: • SW IMPROVEMENTS NEW FEATURES BASED ON CUSTOMER REQUIREMENTS NEW FEATURES SPECIFIED BY THE GSM STANDARDISATION BODY

  5. Different types of SW deliveries • New software release (SW development process) • “pilot customer” • mass distribution after General Availability (GA) • Network expansion • SW exists and no verification needed • Network configuration changes with exchange data • New network/customer

  6. Network modeling Node modeling I&V preparation Integration & Verification SW design Basic Test Requirements SW products Design time Verification time time Pre-study/Feasibility Verification Execution PRA Software development process by Risto Kivioja: ? by Kenneth Manner: ?

  7. Software development process (pilot customer case) RFA MS8 Design project Design Function test GA Industrialization project System test GAS verification First Office Application Market release project Customer Acceptance Network rollout ?

  8. Software development process - Industrialization • System test • negative test, load test, capacity test, … • Global Application System (GAS) verification • to verify functionality on a network level • First Office Application (FOA) • “pilot customer” • the first live implementation of the SW • certain tests in a live network • General Availability (GA) • SW ready for mass production and deliveries

  9. SW delivery flow (mass distribution case) Marketing activities Contract Orderof SW Marketing& sales SW delivery activities Verified Global Application System (GAS) MAS build-up Functionalchange MASVerification Customeracceptance Networkrollout Network expansions Central SW store New exchanges

  10. Function change method  1) Separate the EX- and SB-sides 2) Load the SW on SB-side 3) Transfer data from EX- to SB-side (data conversion) 4) Change B-side executive 5) Test the new SW 6) Run the sides parallel Central Processor 1) A-side EX B-side SB 2) Old SW New SW 3) Data Data

  11. Product Design Centers all around the world APZ/IO BSS/OSS Product units (PU) (1 per node) CSS BTS VAS PSS AS Supply Offices (4) ... ASO ASO ... ... Field Support Centers (several) FSC FSC FSC FSC Customers (1-2 per FSC) Cust. X Cust. X Cust. X Cust. Y Cust. X Cust. Y Global supply and support organization

  12. Jorvas: Northern and Eastern Europe incl. CIS Dallas: The Americas Madrid: Southern Europe, Middle East and Africa Melbourne: Asia-Pacific AS Supply Offices (ASO)

  13. ASO product portfolio • Circuit switching products - MSC/VLR, HLR, ... • Packet switching products - GPRS • Base Station System - BSC, BTS • Network management - OSS, ... • Intelligent networks - Prepaid, VPN, … • Other products - SOG, BGW, VoIP, … • 3G network elements - UMTS, ... The product portfolio covers GSM network products and also the next evolution phases following GSM

  14. MAINTENANCE of the SW - SUPPORT of the customer! • Maintenance of SW: • preventive: correction handling • corrective: trouble report handling • Support of the operator: • Support services: help desk, emergency support, consultation, spare part service • The support chain • 1st , 2nd and 3rd line support - follow the sun... • A support case: Y2k ...

  15. What is SW maintenance? • The quality assurance activities (e.g. inspections of code and documentation, testing …) during the development phase aim at removing the faults as early as possible, latest before introducing the SW in a live network • After delivery to the customer the SW maintenance is both PREVENTIVE and CORRECTIVE • The goal of SW maintenance is to: • to minimize "preventive maintenance" and to reduce "corrective maintenance”, by systematic analysis of the SW in use • to keep the SW as UPDATED as possible during the SW's lifecycle

  16. Customer Ericsson Trouble Report Trouble Report Trouble Report Solution to fault = correction Analysis of TR Trouble Report Solution to fault = correction Analysis of TR Correction package Solution to fault = correction To ALL customers! Analysis of TR Solution to fault = correction Analysis of TR Solution to fault = correction PREVENTIVE maintenance • The goal of preventive maintenance is to secure that a solution to a problem of one customer is delivered to all customers with the same SW, and thereby prevent the appearance of that fault anywhere else. • This is the generic flow of correction handling:

  17. Customer Ericsson Quick solution = Emergency Correction Trouble Report Analysis of TR Customer Final solution = Approved Correction Correction package CORRECTIVE maintenance • The goal of corrective maintenance is to quickly find a solution to the problem reported by the customer - the solution or correction should be maintainable. • This is the generic flow of trouble report handling:

  18. Support of the operator • The operator usually receives support in Operation & Maintenance issues according to the Service Contract made with the network supplier. The level of service varies depending on the content of the contract. Here are some examples of typical support services: • Help desk • takes care of all incoming questions from the customer • usually maintained at the 1st line support organisation • registers all contacts (phone calls, mail, etc.) and follows that the questions are being answered in a timely manner • Emergency support • usually 24h support in emergency situations, such as complete exchange failure etc. • Trouble report handling • reporting procedures for trouble reports following agreed answering times • statistics of TRs • Spare part service • in case of HW fault the operator can get a replacing spare part without the need for own stock of spare parts

  19. Customers Cust. X Cust. Y 1st line support: Customer Support Competence ... Field Support Centers FSC FSC 2nd line support: SW Supply & System Support Competence AS Supply Offices ASO 3rd line support: Core Product Competence CSS BTS BSS PPS PSS Product units & design The maintenance and support chain for GSM SW

  20. GMT Jorvas Dallas Madrid Melbourne The support follows the sun ... The Follow the sun-concept enables the utilization of all 2nd line support organisations around the world. The support doesn’t have to stop when office hours are over at one hub, since the support cases can be handed over to the following hub where day time is starting!

  21. Year with 2 digits instead of 4 The Millennium issue - the Problem • The basic problem is… 0 0 2 0 0 0

  22. Millennium Issue – Critical Dates Leap year Not a leap year Roll-over 00/01 2004 February 29 2001 March 1 Sunday 2001 January 1 Thursday 2000 February 29 Monday 2000 January 1 1999 September 9 Tuesday Leap year 1999 February 28 Saturday Roll-over 99/00 1999 January 1 Thursday “9999” Sunday passed Today only 32 days left until the millennium shift… Friday passed

  23. The Millennium issue - the Support The Millennium Program is one of our highest priorities within Ericsson. • The Ericsson millennium program was established at corporate level already in 1997 • Extensive program has been conducted throughout the organization and monitor the progress from top executive level • Ericsson reported no disturbances in our systems or products related to the date shift to 9 September 1999 (9-9-99)

  24. AS Application System ASO Application system Supply Office FOA First Office Application FSC Field Support Center FSO Field Support Office GA General Availability GAS Global Application System MAS Market Application System PU Product Unit Abbreviations

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