Systems and methods for network outage tracking

Abstract

Implementations described and claimed herein provide systems and methods for investigating, tracking, preventing, and providing accountability for telecommunication network outages, particularly human error outages. In one implementation, a ticket is received for a network outage. The ticket specifies a responsible team and an estimated outage reason for the network outage. The estimated outage reason indicates a human error by the responsible team. A notification of the ticket is provided to the responsible team. The notification prompts an action by the responsible team. The action specifies whether the team made the human error. The ticket is completed based on the action and stored. The completed ticket details a root cause of the network outage and a performance management strategy for preventing future network outages similar to the network outage.

What is claimed is: 
     
         1 . A method for investigating a network outage of one or more telecommunication clients comprising:
 receiving a ticket for the network outage, the ticket specifying a responsible team and an estimated outage reason for the network outage, the estimated outage reason indicating a human error by the responsible team;   providing a notification of the ticket to the responsible team using at least one computing unit, the notification prompting an action by the responsible team, the action specifying whether the responsible team made the human error; and   storing a completed ticket based on the action using the at least one computing unit, the completed ticket detailing a root cause of the network outage and a performance management strategy for preventing future network outages similar to the network outage.   
     
     
         2 . The method of  claim 1 , wherein the action includes validating the ticket where the responsible team made the human error. 
     
     
         3 . The method of  claim 2 , wherein the root cause detailed in the completed ticket includes one or more causes of the human error made by the responsible team. 
     
     
         4 . The method of  claim 1 , wherein the action includes disputing the ticket where the responsible team did not make the human error, the action specifying one or more reasons for disputing the ticket. 
     
     
         5 . The method of  claim 4 , wherein the one or more reasons for disputing the ticket include that another team made the human error. 
     
     
         6 . The method of  claim 5 , wherein disputing the ticket assigns the ticket to the other team for investigation. 
     
     
         7 . The method of  claim 5 , wherein the root cause detailed in the completed ticket includes one or more causes of the human error made by the other team. 
     
     
         8 . The method of  claim 4 , wherein the root cause detailed in the completed ticket was not the human error. 
     
     
         9 . The method of  claim 1 , wherein the performance management strategy includes at least one preventative measure and a deadline for completing the at least one preventative measure. 
     
     
         10 . One or more non-transitory tangible computer-readable storage media storing computer-executable instructions for performing a computer process on a computing system, the computer process comprising:
 receiving a ticket for the network outage, the ticket specifying a responsible team and an estimated outage reason for the network outage, the estimated outage reason indicating a human error by the responsible team;   providing a notification of the ticket to the responsible team using at least one computing unit, the notification prompting an action by the responsible team, the action specifying whether the responsible team made the human error; and   storing a completed ticket based on the action using the at least one computing unit, the completed ticket detailing a root cause of the network outage and a performance management strategy for preventing future network outages similar to the network outage.   
     
     
         11 . The one or more non-transitory tangible computer-readable storage media of  claim 10 , wherein the action includes validating the ticket where the responsible team made the human error. 
     
     
         12 . The one or more non-transitory tangible computer-readable storage media of  claim 11 , wherein the root cause detailed in the completed ticket includes one or more causes of the human error made by the responsible team. 
     
     
         13 . The one or more non-transitory tangible computer-readable storage media of  claim 10 , wherein the action includes disputing the ticket where the responsible team did not make the human error, the action specifying one or more reasons for disputing the ticket. 
     
     
         14 . The one or more non-transitory tangible computer-readable storage media of  claim 13 , wherein the one or more reasons for disputing the ticket include that another team made the human error. 
     
     
         15 . The one or more non-transitory tangible computer-readable storage media of  claim 14 , wherein disputing the ticket assigns the ticket to the other team for investigation. 
     
     
         16 . The one or more non-transitory tangible computer-readable storage media of  claim 14 , wherein the root cause detailed in the completed ticket includes one or more causes of the human error made by the other team. 
     
     
         17 . The one or more non-transitory tangible computer-readable storage media of  claim 13 , wherein the root cause detailed in the completed ticket was not the human error. 
     
     
         18 . The one or more non-transitory tangible computer-readable storage media of  claim 10 , wherein the performance management strategy includes at least one preventative measure and a deadline for completing the at least one preventative measure.