中国移动通信集团浙江有限公司网络监控管理制度V1[1].0VIP免费

中国移动通信集团浙江有限公司网络监控管理制度版本号：1.0.0中国移动通信集团浙江有限公司网络部发布2007-11-07发布2007-12-01实施WL-ZH-008-2007目录第一章总则...................................................................6第二章组织形式与职责划分.....................................................6第一节相关维护组织机构设置及主要职责.........................................................................6第二节省公司网络部相关职责.............................................................................................7第三节省公司网管中心相关职责.........................................................................................7第四节分公司综合维护中心相关职责.................................................................................8第三章网络监控...............................................................8第一节监控的目的、范围及手段.........................................................................................8（一）监控目的..............................................................................................................8（二）监控范围..............................................................................................................9（三）监控手段与依据.................................................................................................11第二节告警、故障定义及分类...........................................................................................12（一）告警定义及分类.................................................................................................12（二）故障定义及分类.................................................................................................13第三节告警、故障处理规范...............................................................................................14（一）告警处理规范.....................................................................................................14（二）故障工单处理规范.............................................................................................15第四节告警、故障KPI.......................................................................................................18（一）告警处理KPI指标.............................................................................................18（二）故障处理KPI指标.............................................................................................19第四章投诉处理..............................................................20第一节投诉分类和定义.......................................................................................................20（一）目的....................................................................................................................20（二）范围....................................................................................................................21（三）投诉分类和定义.................................................................................................21第二节投诉工单处理规范.................................................................................................21（一）投诉工单录入规范.............................................................................................21（二）投诉工单受理规范.............................................................................................21...