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IPD 05

ISD Project TeamPublicity for Key IT Operation Changes of iCare RFC Optimized Version

Issue 1- Deployment Plan of Optimization Version and Optimization Reason of iCare RFC

Page 0HUAWEI Confidential HUAWEI TECHNOLOGFSES Co., Ltd.0Page 1IT Go-live Deployment PlanThe optimized version of iCare RFC module (incl. network change implementation and equipment health check) is piloting, and Go-live plan as below: : Note:1. The optimized network change management process and equipment health check will be cut over meantime when the IT system is deployed globally.2. For change implementation, it complies with the old Software Update Implementation Process, Software Upgrade Implementation Process, Network Rectification Implementation Process before deployment of optimization version.Jul. 20Oct. 10Global deploymentRep office pilotCode development and go-liveNov. 10HUAWEI Confidential HUAWEI TECHNOLOGFSES Co., Ltd.

Why We Need to Optimize iCare RFC Module

Why we need to optimize them?Frontline requirements:After the optimized iCare was released in July 2012, users suggested that the usability and some functions of RFC module should be improved.

Process optimization:Based on SD BPA 1.0, the previous software upgrade implementation process, software upgrade process and network transformation process have been combined into the network change management process , which is partially optimized. Optimized the Equipment Health Check Process.

Page 2HUAWEI Confidential HUAWEI TECHNOLOGFSES Co., Ltd.Released in Jun. 2011L4The Migration and Optimization of Customer Support SD Process Equipment Health Check Process Event On Duty Support Process7.4.5The link of customer support SD process http://w3.huawei.com/pdmc/bpa/newBrowseBPA.do?id=8156Software Upgrade Implementation ProcessSoftware Update Implementation ProcessNetwork Rectification Implementation Process Process optimization in 2014 L4 L3Equipment Healthy Check Process Event On Duty Support Process optimized

Not optimized Network Change Management Process These three processes have been consolidated into one process

7.4.1 Network Service Surveillance7.4.5 Network Change ManagementPage 3HUAWEI Confidential HUAWEI TECHNOLOGFSES Co., Ltd.Network Change Management Process Business Flow Compare the Old Business Flow with the New OneBusiness flows of the network change management process are compared as follows:Page 4Plan communication with customersPM approvalSolution developmentTechnical reviewTest and verificationCustomer approvalSolution implementationService report handoverService summarizationMaterial handoverPlan implementationBusiness flowTD approvalImplementation initiationSoftware applicationPlan communication with customersPM approvalSolution developmentTechnical reviewTest and verificationCustomer approvalSolution implementationService report handoverService summarizationMaterial handoverPlan implementationBusiness flowImplementation initiationSoftware applicationOldNewTD approval is added.PM approval is arranged after TD approval.HUAWEI Confidential HUAWEI TECHNOLOGFSES Co., Ltd.Equipment Health Check Process Business Flow Compare the Old Business Flow with the New OneBusiness flows of the equipment health check process are compared as follows:Page 5Business flowBusiness flowOldNewTD approval is added.PM approval is arranged after TD approval.Plan communication with customersPM approvalSolution developmentTechnical reviewCustomer approvalHealth check data collectionService report handoverService summarization and reportHealth check data analysisPlan implementationImplementation initiationPlan communication with customersPM approvalSolution developmentTechnical reviewCustomer approvalHealth check data collectionService report handoverService summarization and reportHealth check data analysisPlan implementationImplementation initiationTD approvalHUAWEI Confidential HUAWEI TECHNOLOGFSES Co., Ltd.


Issue 2- Introduction to Network Change RFC Optimization

Page 6HUAWEI Confidential HUAWEI TECHNOLOGFSES Co., Ltd.6Solution verification is added.Page 7Network Change IT Status Flow Compare the New Version with the Old OneOldTD approval is added.Customer approval is added.PM approval is arranged after TD approval.PM ApproveCreate SRSolution DevelopSolution ReviewL2-Solution ReviewL3-Solution ReviewSolution VerifyTD ApproveCustomer ApproveClosedImplementNewPM ApproveCreate SRSolution DevelopSolution ReviewL2-Solution ReviewL3-Solution ReviewClosedImplementHUAWEI Confidential HUAWEI TECHNOLOGFSES Co., Ltd.Page 8OwnerPMOwnerOwnerOwnerTLSolution develop TD ApproveSolution review ImplementKey buttons of Network Change RFC 2AgreeRejectNo Need VerifyNeed VerifyImportant remarks for TL review: If TL selects Review Opinion to Owner and choose Agree, the RFC wont go to L2 for reviewing; Escalate to L2 should be conducted by TL. If needs L2 review, TL should select Escalate to L2 button and give the first round opinion. After L2 review activity is done by GTAC, the ticket will go back to TL to handle, then TL select Review Opinion to Owner button and give the final opinion. GTACL2 Solution review TDMust ButtonOptional Button4.PM Approve5.Customer Approve3.TD ApproveReview Opinion to OwnerEscalate to L2Review Opinion to L11.Submit to Review6.Summary&CloseSubmit to TD ApproveApply for L2 SupportRoleButtonStatusSolution VerifyCustomer approve)PM ApproveAttachment uploadingImplement solutionReview checklist is in IT system, no need upload attachmentCustomer approval proofTechnical Service ReportKey Operation buttons of Network Change RFC HUAWEI TECHNOLOGIES CO., LTD.Huawei Confidential Slide title :32-35pt Color: R153 G0 B0Corporate Font :FrutigerNext LT MediumFont to be used by customers and partners : Arial

Slide text :20-22ptBullets level 2-5: 18pt Color:BlackCorporate Font :FrutigerNext LT MediumFont to be used by customers and partners : Arial

Top right corner for field-mark, customer or partner logotypes.

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The following nine groups of colors are an example of how our design colors can be used, please take note that you should only use one design color group per slide. For specific usage details, refer to the Typesetting Standard.8

Optimization 1: Separate SD Entry from ITR EntrySeparate SD entry from ITR entry to clearly differentiate the issue ticket and RFC ticket.Entries of network change, equipment health check, and event on duty.Issue ticket entryPage 9HUAWEI TECHNOLOGIES CO., LTD.Huawei Confidential :32-35pt : R153 G0 B0 :FrutigerNext LT Medium : Arial

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Optimization 2: Optimize the Interface of Product Information 1/2Move the extend fields in the RFC page to the main interface.Delete: Delete "Contract".Old

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Optimization 2: Optimize the Interface of Basic Information 2/2Move the extend fields in the RFC page to the main interface, including Source Type and Source ID.Add "Operation" and "Charge or Free". Delete "Urgency", "Channel", "Overflow Flag", and "Escalation Level".OldNew

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Page 12HUAWEI Confidential HUAWEI TECHNOLOGFSES Co., Ltd.12Optimization 3: Adjust Request Type" and Add "Operation" Page 13Delete the change business type "RFC-Solution Implementation", which belongs to the change source instead of the change business type.Add "Operation" to clearly describe the change business scenario. The relationship between "Operation" and "Request Type" is as follow:Request Type OperationRemarkRFC-Software Upgrade\Used for CS business, such as Software Sales and problem solvingRFC-Software Update\Used for CS patch installation business, such as problem solvingRFC-RectificationSoftware upgradeSoftware updateHardware ReplacementData configurationUsed for CS rectification, used for product recall when there are quality defectRFC-Network TuningHardware ReplacementData configurationLicense UploadUsed for CS business, such as problem solvingNetwork Performance OptimizationUsed for SmartCare businessEngineering CutoverEngineering Network ChangeUsed for Engineering Rollout businessRFC-Equipment Health Check\Used for equipment health check service

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Optimization 4: Add the "Reject" Button in L1 and L2 ReviewsDuring L1 and L2 solution reviews, if the reviewers finds that an optimization or update is necessary for the change solution, they can click the "Reject" button to go back to the previous step.

Page 14Click "Reject" to return to the previous step.HUAWEI TECHNOLOGIES CO., LTD.Huawei Confidential :32-35pt : R153 G0 B0 :FrutigerNext LT Medium : Arial

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Optimization 5: Integrate Review Key Points to IT PlatformOn the pages of L1, L2, and L3 solution reviews, integrate the review key points to the IT platform. This makes it convenient for engineers to perform effective reviews.

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Solution review key pointsOverall review conclusionSolution review resultsDetailed review opinionsHUAWEI TECHNOLOGIES CO., LTD.Huawei Confidential :32-35pt : R153 G0 B0 :FrutigerNext LT Medium : Arial

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Optimization 6: Link the Mirror Lab Application and Use to the eLab PlatformIf users need to apply for and use the Mirror Lab to verify the solution, they can select "Solution Verify" in the "Task List" page and click the "Go to Mirror Lab" button to enter the eLab platform to apply for and use the Mirror Lab resources. Because the request need not be applied through "Task" creation, the system will not create a solution verification task.Page 16Click "Go to Mirror Lab" to enter the eLab platform to apply for and use the Mirror Lab resources.HUAWEI TECHNOLOGIES CO., LTD.Huawei Confidential :32-35pt : R153 G0 B0 :FrutigerNext LT Medium : Arial

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Optimization 7: Add the Solution Verification ResultsIf a solution verification is required, the Change Owner should fill in the solution verification results when submitting the solution for TD's approval. The verification results will serve as reference for TD approval.Page 17

Click "Submit" to submit the results for TD's approval.Fill in the verification results.HUAWEI TECHNOLOGIES CO., LTD.Huawei Confidential :32-35pt : R153 G0 B0 :FrutigerNext LT Medium : Arial

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Issue4- Introduction to Network Change RFC Optimization

Page 18HUAWEI Confidential HUAWEI TECHNOLOGFSES Co., Ltd.18

Optimization 8: IT System Is Restricted from Assigning the Same Person to Develop and Review the SolutionIn order to prevent solution developers from reviewing their own solution, the IT system is restricted from assigning the same person to develop and review the solution.Solution developer cannot assign the solutions to himself when submitting solutions for review.Page 19HUAWEI TECHNOLOGIES CO., LTD.Huawei Confidential :32-35pt : R153 G0 B0 :FrutigerNext LT Medium : Arial

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Optimization 9: Add a "TD Approval" StepTD approval key pointsOverall review conclusionPage 20Add a "TD Approval" step to ensure a strict execution of the "three approvals" (technical approval, PM approval, and customer approval):Add the "TD Approve" activity in the system.Integrate the TD approval key points to the IT platform. TD review resultsTD's supplement comments HUAWEI TECHNOLOGIES CO., LTD.Huawei Confidential :32-35pt : R153 G0 B0 :FrutigerNext LT Medium : Arial

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Optimization 10: Put "PM Approval" After "TD Approval"Put "PM Approval" after "TD Approval" and integrate the key points of PM approval to the IT interface.PM's overall review conclusionPage 21PM approval key pointsPM's review resultsPM's supplement comments HUAWEI TECHNOLOGIES CO., LTD.Huawei Confidential :32-35pt : R153 G0 B0 :FrutigerNext LT Medium : Arial

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Optimization 11: Add a Customer Approval StepAdd a customer approval step to guarantee the execution of three approvals:Add the Customer Approve activity in the systemThe change owner obtains customer's opinion and approval proof.Customer approval proof must be uploaded. Otherwise cant go to next step

Customer's opinionCustomer approval proofPage 22HUAWEI TECHNOLOGIES CO., LTD.Huawei Confidential :32-35pt : R153 G0 B0 :FrutigerNext LT Medium : Arial

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Page 23HUAWEI Confidential HUAWEI TECHNOLOGFSES Co., Ltd.23Optimization 12: Add Assurance ApplicationPage 24During change implementation, if the L2 assurance is required, the Change Owner can apply for assurance resources by clicking the "Apply Support from L2" button.After that, the system will create a "Task" to L2. The experts of L2 will handle this assurance resource application after receiving this task.

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Optimization 13: Optimize the Interface Popped up After the "Abort SR" Button is Clicked For the change of RFC-Rectification, if it need not be rectified due to the reason of Sales or Customer Rejecting, users can click the "Abort SR" button, fill in the "Reason" and "Actual Element Amount", and upload the proof on the popped up dialog box. Fill in the reason why the rectification is not necessary.Upload the proof.Page 25

Click the "Abort" button.Fill in the NEs that need not to be rectified .HUAWEI TECHNOLOGIES CO., LTD.Huawei Confidential :32-35pt : R153 G0 B0 :FrutigerNext LT Medium : Arial

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Optimization 14: Add Permission Control -Only the Current Handler Can See and Operate the Function Buttons. In the old system, anyone can access and operate the change order, which impacts the secure operation of change orders. Therefore, the system starts to control the permission to operate the change order. Only the current handler can see and operate the function buttons.The current handler

Only the current handler can see and operate the function buttonPage 26HUAWEI TECHNOLOGIES CO., LTD.Huawei Confidential :32-35pt : R153 G0 B0 :FrutigerNext LT Medium : Arial

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Optimization 15: Cancel automatic creation of Solution Development and Solution Implementation TaskGenerally, change owner, solution developer and solution implementor are the same person, so the IT system cancels the automatic creation of solution development and solution implementation tasks. If other engineers are needed to develop or implement the solution, the change owner can create tasks manually.

You can create solution development or implementation task here manually. No solution development or solution implementation task here Page 27HUAWEI TECHNOLOGIES CO., LTD.Huawei Confidential :32-35pt : R153 G0 B0 :FrutigerNext LT Medium : Arial

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Optimization 16: Adjust the Option of Change Implementation ResultThe option of change implementation result was adjust 5 items from 3 . The options of new IT system1 Successful : change successfully2 Fail-Product quality reason failure because of product quality.3 Fail-Solution reason failure because of solution 4 Fail-Operation reason failure because of operation5 Fail-Customer or Third-party reason failure because of customer of third-party Page 28The options of old IT systemFail-Technical ReasonFail-Technical ReasonSuccessfulHUAWEI TECHNOLOGIES CO., LTD.Huawei Confidential :32-35pt : R153 G0 B0 :FrutigerNext LT Medium : Arial

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ISD Project Team Publicity for Key IT Operation Changes of iCare RFC Optimized Version

Issue 6-Introduction to Equipment Health Check RFC Optimization Page 29HUAWEI TECHNOLOGIES CO., LTD.Huawei Confidential :32-35pt : R153 G0 B0 :FrutigerNext LT Medium : Arial

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29Page 30Equipment Health Check IT Status Flow Compare the Old Flow with the New OneClosedCreate SRSolution DevelopSolution ReviewImplementL2 Data AnalysisL3 Data AnalysisCustomer ApproveTD ApprovePM ApproveClosedCreate SRSolution DevelopSolution ReviewImplementL2 Data AnalysisL3 Data AnalysisTD approval is added.OldNewPM approval is added.Customer approval is added.HUAWEI Confidential HUAWEI TECHNOLOGFSES Co., Ltd.Page 31OwnerPMOwnerOwnerTLSolution develop TD ApproveSolution review ImplementKey buttons of Equipment Health Check RFCGTACL2 Data AnalysisTDMust ButtonOptional Button4.PM Approve5.Customer Approve3.TD Approve2.Review Opinion to Owner1.Submit to ReviewSummary&CloseRoleButtonStatusCustomer approve)PM ApproveAttachment uploadingImplement solutionReview checklist is in system.No need upload attachmentCustomer Approve proofTechnical Service Report6Escalate to L2Review Opinion to L1Key buttons of Equipment Health Check RFCHUAWEI TECHNOLOGIES CO., LTD.Huawei Confidential Slide title :32-35pt Color: R153 G0 B0Corporate Font :FrutigerNext LT MediumFont to be used by customers and partners : Arial

Slide text :20-22ptBullets level 2-5: 18pt Color:BlackCorporate Font :FrutigerNext LT MediumFont to be used by customers and partners : Arial

Top right corner for field-mark, customer or partner logotypes.

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The following nine groups of colors are an example of how our design colors can be used, please take note that you should only use one design color group per slide. For specific usage details, refer to the Typesetting Standard.31

Optimization 1: Separate SD Entry from ITR EntrySeparate SD entry from ITR entry to clearly differentiate the issue ticket and RFC ticket.Entries of network tuning, equipment health check, and event on duty.Issue ticket entryPage 32HUAWEI TECHNOLOGIES CO., LTD.Huawei Confidential :32-35pt : R153 G0 B0 :FrutigerNext LT Medium : Arial

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Optimization 2: Optimize the Interface of Product Information 1/2Move the extend fields in the RFC page to the main interface.Delete "Contract field.Old

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1. Move the extend fields in the RFC page to the main interface.HUAWEI TECHNOLOGIES CO., LTD.Huawei Confidential :32-35pt : R153 G0 B0 :FrutigerNext LT Medium : Arial

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Optimization 2: Optimize the Interface of Basic Information 2/2Add "Charge or Free".Modify the contents in the "Severity".Delete "Urgency", "Channel", "Overflow Flag", and "Escalation Level".OldNewPage 34HUAWEI TECHNOLOGIES CO., LTD.Huawei Confidential :32-35pt : R153 G0 B0 :FrutigerNext LT Medium : Arial

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ISD Project Team Publicity for Key IT Operation Changes of iCare RFC Optimized Version

Issue 7-Introduction to Equipment Health Check RFC Optimization Page 35HUAWEI TECHNOLOGIES CO., LTD.Huawei Confidential :32-35pt : R153 G0 B0 :FrutigerNext LT Medium : Arial

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35Optimization 3: Add a "TD Approval" StepPage 36Add a "TD Approval" step to ensure a strict execution of the "three approvals":Add the "TD Approve activity in the system.Integrate the TD approval key points to the IT platform.

TD approval key pointsOverall review conclusionTD review resultsTD's supplement comments HUAWEI TECHNOLOGIES CO., LTD.Huawei Confidential :32-35pt : R153 G0 B0 :FrutigerNext LT Medium : Arial

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Optimization 4: Add PM ApprovalPage 37Add a "PM Approval" step to ensure a strict execution of the "three approvals":Add the "PM Approve activity in the system.Integrate the PM approval key points to the IT platform.

PM's overall review conclusionPM approval key pointsPM review resultsPM's supplement comments HUAWEI TECHNOLOGIES CO., LTD.Huawei Confidential :32-35pt : R153 G0 B0 :FrutigerNext LT Medium : Arial

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Optimization 5: Cancel the automatic creation of Solution Development and Solution Implementation TaskGenerally, health check owner, solution developer and solution implementor are the same person, so the IT system cancels the automatic creation of solution development and solution implementation tasks. If other engineers are needed to develop or implement the solution, the health check owner can create tasks manually.

You can create solution development or solution implementation task here manually. No solution development or solution implantation taskPage 38HUAWEI TECHNOLOGIES CO., LTD.Huawei Confidential :32-35pt : R153 G0 B0 :FrutigerNext LT Medium : Arial

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Optimization 6: Add Customer Approval (This Activity Will Be Operated by the Health Check Owner)Add a customer approval step to guarantee the execution of three approvals:Add the Customer Approve activity in the systemThe health check owner obtains customer's opinion and approval proof.Customer approval proof must be uploaded.

Customer's opinionCustomer approval proofPage 39HUAWEI TECHNOLOGIES CO., LTD.Huawei Confidential :32-35pt : R153 G0 B0 :FrutigerNext LT Medium : Arial

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Optimization 7: Add Permission Control ( Only the Current Handler Can See and Operate the Functional Button) In the old system, anyone can access and operate the health check order, which impacts the secure operation of health check orders. Therefore, the system starts to control the permission to operate the health check order. Only the current handler can see and operate the function buttons.

The current handler

Only the current handler can see and operate the function buttonPage 40HUAWEI TECHNOLOGIES CO., LTD.Huawei Confidential :32-35pt : R153 G0 B0 :FrutigerNext LT Medium : Arial

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