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    03 — Value stream · VS-150

    Trouble-to-Resolve

    Carry a fault in the live network or a subscriber's service from the first alarm or complaint to restored service, told to the people affected and, when an outage meets a threshold, reported to regulators on time. Where Incident-to-Resolution (VS-10) restores internal IT services for employees, this stream restores service to subscribers.

    • Trouble-to-Repair
    • Fault-to-Fix
    • Network Assurance
    • Outage Management
    // FIG. 03 · Stage flow
    1Detect & Correlate2Assess Impact & N…3Diagnose & Dispat…4Restore Service5Report to Regulat…6Close & Prevent R…
    1. 01

      Detect & Correlate

      VS-150.10

      Reduce the alarm flood to the events that matter, link subscriber reports to them, and open one trouble record per fault.

    2. 02

      Assess Impact & Notify

      VS-150.20

      Work out which services, areas and subscribers are affected, alert them with an estimated restoration time and give agents the same answer.

    3. 03

      Diagnose & Dispatch

      VS-150.30

      Pinpoint the failing element remotely where possible, then send the right crew, supplier or interconnecting carrier with the right parts.

    4. 04

      Restore Service

      VS-150.40

      Repair or reroute in the network or at the premises until service is back, and confirm with tests and subscribers that it is working.

    5. 05

      Report to Regulators

      VS-150.50

      Decide whether the outage meets a notice or reporting threshold, notify emergency services and regulators, and file initial and final reports on time.

    6. 06

      Close & Prevent Recurrence

      VS-150.60

      Record cause, scope and restoration time, credit affected subscribers where owed, and fund permanent fixes for faults that keep returning.