1 Scope
2
References
3
Abbreviations and acronyms
4
Terms and definitions
5
Maintenance Services (MSs) and relationship with the
telecommunications-managed areas
6
Outline description of the management of the Grade Of Maintenance
Service (GOMS) at the Maintenance Service Customer Contact point (MSCC) and its
reference model
7
GOMS states and concepts of "acceptable" and
"unacceptable"
8
Maintenance Service Customer (MSC) expectations for the GOMS
9
MSC requirements for the GOMS
9.1 MSC requirements and goals independent of the characteristics
of the MS
9.2 MSC requirements and goals dependent on the characteristics of
the MS
10 GOMS methodology for a
Maintenance Service Provider (MSP)
10.1 Goals of an MSP for the offered GOMS
10.2 Relationship with an MSC for the GOMS requirements independent
of the MS characteristics
10.3 Relationship with an MSC for the GOMS requirements dependent
on the MS characteristics
11 Main performance
parameters/indices for the assessment, management and improvement of the GOMS
11.1 Minimum set of performance parameters/indices for the GOMS and
relationship with the type of MS
11.2 Measurement methods for the GOMS
11.3 Evaluation methods for the GOMS
12 Basic MS processes leading to an
Operational Procedures Selection for the
management, achievement and improvement of the GOMS (OPSG)
12.1 MS information interfacing
12.2 MS data
collection
12.3 MS data recording
12.4 MS data filtering
12.5 MS data reporting
12.5.1 MS periodic data reporting
12.5.2 MS exception data reporting
12.6 MS data performance monitoring
13 Operational procedures in case of
recurrent state of unacceptable GOMS
14 Main advantages of a standardized
OPSG
Annex A – MSs brief overview
A.1 MS Provisioning
A.2 MS Monitoring and Performance Management
A.3 MS Restoration
A.4 MS Billing Integrity
A.5 MS Security
A.6 MS Auditing
Annex B – Maintenance Service Availability calculation formula and definition of Maintenance Service Degradation
Factor
B.1 Basic Maintenance Service Availability calculation formula
B.2 Maintenance Service Elements degradation state – Definition of
maintenance Service Degradation Factor (SDF)
Appendix I – Example of the application of an OPSG to an MS for
Videoconferencing
I.1 Overview
I.2 MSEs and operational procedures
I.3 Performance parameters and indices
Appendix II – Example of the application of an OPSG to an MS for Internet service
II.1 Overview
II.2 MSEs and operational procedures
II.3 Performance parameters and indices
Appendix III – Example of the application of an OPSG to an MS Provisioning
for Leased Circuit Services (LCS)
III.1 Overview
III.2 MSEs and operational procedures
III.3 Performance parameters and indices
Appendix IV – Bibliography