ETIHAD ETISALAT COMPANY

Internal Audit Department (IAD-A)

PLANNING MEMORANDUM
Audit Number:
Scheduled:
Budgeted Man
Days
Proposed Man
Days:

IT 2014-311

Audit Title:

17 Dec2014

Client:
Lead
Auditor:
Assistant
Auditor:

50
50

Performance & Quality

Management
Network Performance
Faisal Khan
Samer Itani/Hamid Masood

Background
Performance Management is performed to ensure network availability, acceptable network
quality, and great experience for subscribers, while avoiding additional CAPEX. Performance
management involves monitoring the network service activity in order to adjust or improve
network performance and traffic management. Network Performance is a continuous process
that is required as the network evolves due to subscriber growth, network enhancement or
coverage.
Network performance is the target evaluation of the network based on design goals versus
the performance achieved, while Network optimization is performed to improve the
performance of the network with existing resources. The dynamic nature of mobile network
caused by network expansion, subscriber growth and new service launch creates multiple
challenges for operators to know exactly where the performance of the network stands
compared to the design objectives. However, the optimization goal is to better utilize
existing network resources and solve potential problems to identify possible solutions for
future planning. Through Network Optimization, the service quality and resources usage of
the network are greatly improved to achieve a balance between coverage, capacity and
quality.
Performance management evaluates and report upon the behavior of network equipment
and the effectiveness of the network. Therefore, a continuous and real-time review of
network performance assists inidentifying and eliminating problems before impacting
services and customers.

Performance Management Process

At Mobily, Network performance team monitors the performance through Performance
Statistical Alarm (PSA) using various tools to report any kind of abnormalities.
Once abnormalities are detected as a KPI trend, the Performance team informs the operation
team in the form of a trouble ticket that includes the severity, problem description, affected
nodes, and trouble start date and time.Operations analyses the trouble ticket and raise it to
the related vendor to take the appropriate actions as needed based on the severity of the
ticket as per the Service Level Agreements (SLA).
In order to deliver High-Qualityservices, Mobily have partnered with vendors (Huawei
Alcatel, Nokia, Ericsson, and Samsung).Each vendor monitors their Key Quality Indicators
(KQIs) and Key Performance Indicators (KPIs)and the associated thresholds through statistics
on network availability and service degradations.

ETIHAD ETISALAT COMPANY

Internal Audit Department (IAD-A)
PLANNING MEMORANDUM
Huawei Network Performance Process Flow

Figure 1AHuawei Network Performance Process

Ericsson Network Performance Process Flow

Figure 1BEricsson Network Performance Process

AlcatelNetwork Performance Process Flow

igure 1CAlcatelNetwork Performance Process

ETIHAD ETISALAT COMPANY

Internal Audit Department (IAD-A)
PLANNING MEMORANDUM
NokiaNetwork Performance Process Flow

Figure 1DNokia Network Performance Process

SamsungNetwork Performance Process Flow

Figure 1ESamsungNetwork Performance Process

ETIHAD ETISALAT COMPANY

Internal Audit Department (IAD-A)
PLANNING MEMORANDUM

Performance Management Organizational Structure

At Mobily, the Network Performance Management is a department under the Network
Strategic Planning and Support,headed by Mr. Salim S. Aldweik - Director Networks
Performance Management. The Performance team assists Network Operations and
Planninginidentifyingand reporting on Network congestionsaimed to further improving

ENIDCn xaht e ircon.ufaMtTivlroeNnc aMh gtlweCnor ailAgkc euPryiteVsrOSAPf woperNi,mtecfPoahSwnrti moc&gernkDCEsaPoncterg ifNnoEePr mMg ain gec r in g M a n a g e r M rM. Jru. Sd wa min e Dr iMg .o M a h a y n i
MMO afa nnicaageger mr m e ne tn t

Network Performance and Quality of Services.

Figure 2A Organization Structure of Network Performance Team

In coordination withvarious groups,performance management department grinds on the
improvement
of
network
performance
based
on
measured
and
evaluated
utilization,optimization andavailability of network resources. The Department analyzes the
network performance across regions providing technical recommendation to manage the
network in-line with the global strategy in order to ensure high capability. Major performance
processes focus on the preparation of appropriate documentation for assigned projects,
while liaising with internal and external customers and third parties, to identify system faults
and rectify or escalate them appropriately, to ensure rapid restoration of the network
service. This may ensure the ongoing network development and guide reporting activities
to oversee the overall performance availability and quality according to communicated KPIs.
The network performance team is divided into four groups:
International Circuit Switching Core Engineering
Major activities performed by the international CS Core team are to identify system faults
and rectify or escalate them appropriately.
National CS Core Engineering
Team activities focus on monitoring ofcore Call treatment, Trunk utilization, Signaling,
Roaming and MPBN core utilization etc.
PS & Data Networks
The team focuses on monitoring of packet switching, data network including availability,
Nodes utilization and links statistics monitored by performance team.
Radio Access Networks
The team focuses onmonitoring of accessibility, capacity, retain ability and data throughput.

ETIHAD ETISALAT COMPANY

Internal Audit Department (IAD-A)
PLANNING MEMORANDUM

Transmission Operations

While Transmission monitoring is not managed under Performance Department,its realized

activities areunder the Operation and Maintenance umbrella, led by Mr. Waleed Yousef
Laywad. His team is responsible for performance, Quality Assurance (QA) and integration.

ETIHAD ETISALAT COMPANY

Internal Audit Department (IAD-A)
PLANNING MEMORANDUM

Performance Management Technology & Vendor

Distribution
Radio Access Network (RAN)
Region
East
West/South
North
Central

NSN
2G, 3G & 4G
2G, 3G & 4G

Huawei
2G, 3G & 4G
2G, 3G & 4G
2G, 3G & 4G
2G & 3G

Alcatel
2G, 3G & 4G
-

Ericsson
2G, 3G & 4G
-

Samsung
4G
4G

Figure 3AVendor Distribution of BSC/RNC & MME nodes for 2G, 3G & 4G

BSC/RNC/MME Per Region

100
80
60
40
20
0

CENTRAL

EAST
BSC-2G

NORTH
RNC-3G

MME-4G

WEST/SOUTH

ETIHAD ETISALAT COMPANY

Internal Audit Department (IAD-A)
PLANNING MEMORANDUM
Figure 3BRegional segregation of BSC/RNC & MME nodes for 2G, 3G & 4GCS

Core

Network
Nodes

Ericsson

Huawei

MSS
MGW
STP
MSC
HLR
HSS
GMSC
TMGW
TMSC
ITSC
DSA
RMS
Total

28
26
10
8
2
7
5
5
8
99

7
9
2
2
2
1
2
25

Oberthur
Technologies
4
4

Figure 3CVendor Distribution of CS Core Network Nodes

28

Mobily CS Core Device Count

26

9 10
Ericsson
7
4
2
2

Huawei
8
2

22

Oberthur Technologies
7
1

5
2

Roamware

Roamware
2
2

ETIHAD ETISALAT COMPANY

Internal Audit Department (IAD-A)
PLANNING MEMORANDUM

Figure 3DRegional segregation of CS Core nodes

ETIHAD ETISALAT COMPANY

Internal Audit Department (IAD-A)
PLANNING MEMORANDUM
PS Core Network
Nodes
USN
UGW
eDNS
iDNS
WAPGW
Total

Ericsson
3
4
3
10

Huawei
10
10
2
4
2
28

Figure 3EVendor Distribution of PS Core Network Nodes

Mobily PS Core Device Count

10

10
8
6 3
4
2
0

10

Ericsson

32

Huawei

Citrix Byte Mobile

Citrix Byte Mobile

3
3

ETIHAD ETISALAT COMPANY

Internal Audit Department (IAD-A)
PLANNING MEMORANDUM

Figure 3FVendor Distribution of PS Core Network Nodes

10

ETIHAD ETISALAT COMPANY

Internal Audit Department (IAD-A)
PLANNING MEMORANDUM

Key Performance Indictors and Key Quality Indicators

Key Performance Indicators are used to measure the performance and effectiveness of
network elements. KPIs are calculated based on counters maintained by network elements.
Key Quality Indicators are used to measure the perceived quality of networks towards endusers. KQIs are calculated using several KPIs. The following are examples of major KPIs and
KQI:

Servic
e

Service KQI
Availability
Connect time
Successful call attempts
Failed call attempts
Signaling
PDP utilization
PDP success rate

Service KPI
MTBF, MTBR
Loss of Service
Voice Quality
Voice Delay
Voice clarity
Data browsing
Paging

Performance Management Thresholds & Key Performance

Indictors
Key Performance Indicator (KPI) is a quantifiable metric of performance essential for
operations and their thresholds are based on Key Quality Indicators (KQIs), these threshold
values are mutually agreed between Mobily performance management team and
vendors.Vendors are penalized if the degradation level or outage time exceeds the
maximum threshold for the Hurdle/ Acceptable value. The penalties are charged when the
SLAs are breached.
Below are the major Performance& Quality KPIs along with their thresholds and targets as
set in the MNS contracts. These KPIs are applicable for the period starting from April 2014 to
March 2015. Further, as per the MNS contracts, each vendor is supposed to provide a
continuous improvement plan to improve these KPIs yearly.

Major KPIs &Thresholds

Success & Availability
KPI
1
2

Server & Link Availability

Service Request
Successful

Service

Target

KQI

>99.99%

Hurdle
(Acceptable Value)
>99.9%

KQI

>99%

>98%

Weight
1.0%
1.0%

The service availability shows target key performance indicators for links.
Network Switching Subsystems Voice Service

1
3
3
4
5
6

KPI

Service

Target

Successful Signaling Attempt

Call Completion Rate
Location Update successful
rate
Handover Success Rate
Authentication Successful
rate
Paging Success Rate

KQI
KPI
KPI

>= 99.9%
>=98.0%

Hurdle
(Acceptable
Value)
>= 99.8%
>=97.0%

>=98.0%

>=97.0%

2.0%

KPI
KQI

>=96.0%

>=95.0%

1.0%

>=98.5%

>=97.5%

1.0%

KPI

>=93.0%

>=91.0%

1.0%

Weight
2.0%
2.0%

The Network Switching Subsystem (NSS) is the main part of the Mobile Switching Center
(MSC) that performs the switching of calls between mobile and fixed network users.

11

ETIHAD ETISALAT COMPANY

Internal Audit Department (IAD-A)
PLANNING MEMORANDUM

Circuit Switching Fallback Service

1
2
3

KPI

Service

Target

LTE to CSFB over SG Success Rate

Location Update Success Rate
End to End Paging Success Rate

KQI
KPI
KPI

>=97.0%
>=98.0%
>=92.0%

Hurdle
(Acceptable
Value)
>=96.0%
>=97.0%
>=91.0%

Weight
1.0%
1.0%
1.0%

Circuit Switching Fallback is a functionfor combining Long Term Evolution (LTE/4G) and
Circuit Switching (CS)services likeVoice over LTE and 3G Generation voice calls.
Access & Roaming Network Level
KPI
1
2
3
4
5

Service

Network Efficiency Ratio (NER)

outgoing international
Network Efficiency Ratio (NER)
incoming international
Monthly Average LU% SR for Top 10
Outbound Roamers to Preferred
Partner/Operator
Monthly Average % NER for Top 10
Outbound Roamers Preferred
Operators
Monthly Average % ASR for Top 10
Outbound Roamers Preferred
Operators

KQI
KQI

Target
>=92.0
%
>=96.0
%

Hurdle
(Acceptable
Value)

Weigh
t

>=90.0%

1.0%

>=95.0%

1.0%

KQI

>=96.0
%

>=95.0%

1.0%

KQI

>=92.0
%

>=90.0%

1.0%

KQI

>=98.0
%

>=96.0%

1.0%

Access and roaming shows the key performance indicators of international roaming which
is the ability to automatically make and receive voice calls, send and receive data, or
access other services when travelling outside the geographical coverage area.
Radio Access Network Level
KPI
1
2
3
4
5
6
7
8
9
10
11
12
13
14

Call Setup Success Rate (%)

Call Setup Successful Rate(UMTS)
PS R99 Connection Setup Success
UMTS Call Drop Rate CS - Speech
Call Drop Rate (%)
Handover Success Rate (%)
Overall PS Drop Rate
PS HSDPA RAB Drop Rate (%)
RRC Establishment Success Rate
CS
PS RRC Establishment Success
Rate
RAB Establishment Success Rate
CS
PS R99 RAB Establishment Success
PS HSUPA RAB Establishment
HS Accessibility -Overall

Servic
e
KQI
KQI
KQI
KPI
KPI
KPI
KPI
KPI
KPI
KQI
KQI
KQI
KQI
KPI

Target

Hurdle
(Acceptable value)

Weight

>=99
>=99%
>=98.5
<=0.45%
<=0.45%
>= 98%
<=2%
>=0.8%

>=98.5
>=98.5%
>=97.5
>=0.5%
>=0.5%
>=97.5%
<=3%
<=1%

2%
2%
1%
2%
2%
1%
Reporting
1%

>=99%

>=98.5%

2.5%

>=99%

>=98.5%

2.5%

>=99%

>=98.5%

1.5%

>=97.5%
99.00%
>=98.5%

>=96.5%
98.50%
>=98%

2.0%
1.5%
Reporting

Part of a telecommunications network which connects subscribers to their immediate service

provider.

12

ETIHAD ETISALAT COMPANY

Internal Audit Department (IAD-A)
PLANNING MEMORANDUM
CellLevel

KPI

1
2
3
4
5
6
7
8
9
10

Call Setup Successful Rate(2G)

Call Setup Successful Rate(UMTS)
Drop Call Rate (UMTS)
Drop Call Rate (2G)
HS Accessibility
HS Throughput
Call Setup Successful Rate(PS)
LTE Accessibility
LTE Throughput
RAB Blocking Rate PS

Servic
e

Target

KQI
KQI
KPI
KPI
KQI
KQI
KQI
KQI
KQI
KQI

>98%
>98%
<0.6%
<0.6%
>98%
>2Mbs
>98%
>99%
>3Mbs
<0.2%

Percentage of cells
meeting the
threshold
Rural
City Nodes
Node
s
90%
70%
85%
75%
55%
40%
55%
35%
87%
75%
75%
60%
85%
70%
94%
91%
50%
45%
95%
90%

Weight

1%
1%
1%
1%
1%
1%
1%
1%
1%
1%

Network consists of different cells and each cell transmits signals to and receives signals
from mobile stations.
GPRS Level
Service Level
1
2
3
4
5
6
7
8
9

Successful PS Attachment 2G
Successful PS Attachment 3G
Successful PDP context activation 2G
Successful PDP context activation 3G
Inter RAU 3G
PDP cut off ratio
Successful PS Attachment 4G
Successful SAE Bearer context
Activation 4G
PDP context SR (Top 20 operator)

Service
KQI
KQI
KQI
KQI
KPI
KQI
KQI
KQI
KQI

Hurdle
(Acceptable Value)
>=98.0%
>=95.0%
>=99.0%
>=98.0%
>=99.0%
>=98.0%
>=99.9%
>=99.0%
>=99.0%
>=98.0%
<=0.0001
<=0.00015
>=99.0%
>=98.0%
Target

Weight
1.0%
1.0%
1.0%
1.0%
1.0%
1.0%
1.0%

>=99%

>=98.0%

1.0%

>=90%

>=88.0%

1.0%

General Packet Radio Service (GPRS) is a packet oriented mobile data service on the 2G and
3G cellular communication system's global system for mobile communications (GSM).

Tools
Network Performance Management team uses various tools to extract the reports and
measure KPIs for RAN, Core & IP networks. Below are the tools that are used by various
vendors for measuring the network performance.
Vendor
Ericsson
Ericsson
Ericsson
Huawei
Huawei
Huawei
Huawei
NSN
NSN
ALU
ALU
Samsung
Samsung
Anritsu
Anritsu
Cacti
InfoVista

Tool
ENIQ Business Object client
ENIQ Portal
Ericsson Dashboards
Huawei M2000
Huawei U2000
Huawei PRS
Huawei MOS5200
Nokia NetAct
Nokia Dashboards
2G NPO; 3G NPO and LTE NPO
ALU Dashboards
LSM- Radio (Jeddah)
Samsung Dashboards
MasterClaw Business Objects
MasterClaw Dashboards
Cacti traffic graphs
InfoVista portal

Tools Description
Used to monitor Radio access, PS Core and CS core
platforms for monitoring.
Used to monitor Transmission Platforms.
Used to monitor Radio and PS Core platforms.
Used to monitor Access and CS Core platforms.

Used to monitor Access platforms.

Used to monitor PS Core platforms.

Used to monitor Access and PS Core platforms.

13

ETIHAD ETISALAT COMPANY

Internal Audit Department (IAD-A)
PLANNING MEMORANDUM
Xius

Lebara Dashboards

Used to monitor CS Core platforms.

Performance Management Monitoring& Reporting

Performance Management involves continuous monitoring of data concerning the network
elements; it is designed to measure the overall quality of performance, using monitored
parameters to detect degradations.The extracted data is used to analyze faults, growth, and
capacity of the network. Reports are useful only if accurate data is presented in a useful
manner to the performance team.
At Mobily, various Daily, Weekly and Monthly reports are generated to monitor network
performance through KPIs and KQIs for following:

Creating recommendations for performance improvement

Evaluating threshold rates

Forecasting network usage

Capacity analysis of the network

Major Network Performance Reports

CIRCUITSWITCHING PERFORMANCE REPORTS
Daily

Weekly

Daily Core CS Performance

Report
Daily A Interface Utilization
Report

Subscriber per BSC and RNC

wise
2G Paging Success Rate (LAC
wise)
3G Paging Success Rate for
Huawei 3G LACs
Weekly
Traffic/Subscriber
Report.

Daily IGWs KPI Report

Daily HSS Performance Report

Monthly
Monthly
Utilization

Core

Mobily MNS Monthly Report

Huawei MSC Level Subscribers&
Traffic
2G/3G Subscribers Data

PACKET SWITCHING CORE PERFORMANCE REPORTS

Daily

Monthly

Daily GPRS Performance Report

Monthly MNS KPIs report

Gb Utilization Report

Monthly MNS SLA report

2G REPORTS
Daily
2G CS Daily Radio Network
Performance Report of Huawei on
Node Level.
2G CS Daily Radio Network
Performance Report of Huawei on
Regional Level.
2G PS Daily Radio Network
Performance Report of Huawei on
Node Level.
2G PS Daily Radio Network
Performance Report of Huawei on
Regional Level.

Weekly

Monthly

BSC Utilization and CP Load

Monthly MNS KPIs report

BSCs Performance KPIs for Huawei

2G

Monthly Meeting Report

Weekly QOS KPIs Report

Regional level - Week #

Monthly TT Report

Weekly Hanging TRXs

14

on

Network

__

ETIHAD ETISALAT COMPANY

Internal Audit Department (IAD-A)
PLANNING MEMORANDUM
Top 10 of 2G worst and zero traffic
cells Report of Huawei 2G.

__

__

Weekly

Monthly
Monthly Report & Monthly TT
Tracking
Utilization
&
congestion
report-central & south

3G REPORTS
Daily
3G Daily Analysis Report
Top 10 Worst
sleeping cells

Cells

Weekly 3G report
and

3G Key cities main highlights

Weekly QoS Report

Weekly
Site
Utilization,
Capacity and Congestion
Report-East region

4G LONG TERM EVALUTION - LTE REPORTS

Daily
Weekly
LTE Daily Analysis Report
__

Weekly core utilization

congestion Report

Network
topology
performance KPIs report

Monthly
and

Weekly Task

Monthly Utilization Report

Utilization & congestion

MULTI-PROTOCOL LABLE SWITCHING PERFORMANCE - MPLS REPORTS

Daily
Weekly
Monthly
MPLS Core Daily Report
__

NE 40- E MPLS Core traffic

utilization Weekly Report
RNCs & BSCs link Utilization

15

MPLS Core Monthly Report

__

ETIHAD ETISALAT COMPANY

Internal Audit Department (IAD-A)
PLANNING MEMORANDUM

Budget
During initial interactions it was noted that Mobily Performance team is operating on
outsourced model through Managed Network Services (MNS) contracts and they dont
manage any budget on their own. However, they use performance services, human
resources and tools from vendors having MNS contracts.
Managed Network Service contracts are depicted in the following table:
Vendor

Contract ID

Alcatel-Lucent

318/2013/AlcatelLucent

Ericsson

318/2013/Ericsson

Huawei

318/2013/Huawei

Nokia Siemens
Networks

318/2013/Nokia
Siemens Networks

ZTE

318/2013/ZTE

Begin
Date
Apr201
4
Apr201
4
Apr201
4
Apr201
4
Apr201
4

Expiry
Date

LOI Value

Mar2015

SAR 37,794,000

Mar2017
Mar2019
Mar2019
Mar2019

SAR
653,084,724
SAR
817,153,585
SAR
408,720,000
SAR
532,577,862

Per Year *
SAR 37,794,000
SAR 217,694,908
SAR 163,430,717
SAR 81,744,000
SAR
106,515,572.4

SAMSUNG 4G
(LTE-TDD,
Jan201
SAR
243/2010/SAMSUNG
Dec2015
SAR 62,497,440
Western
4
124,994,880
region)
*Data related to cost of performance has been requested and will be analyzed during fieldwork

16

ETIHAD ETISALAT COMPANY

Internal Audit Department (IAD-A)
PLANNING MEMORANDUM

Audit Objectives
The objective of this audit is to review and evaluate the adequacy and effectiveness of
process, procedure, and technical controls covering key areas related to Network
Performance.The audit will address the following audit objectives:

1. Adequate Governance
Performance Function

Practices

Pertaining

to

the

Network

To ensure that performance department is running in an efficient manner, governance

framework is designed, well-structured, functional and regularly monitored.

To assess the adequacy of policies, procedures and its consistent implementation.

To review defined roles & responsibilities of selected staff and their duties are
adequately segregated.

To assess and review the availability of skilled and experienced resources for network
performance.

To assess the adequacy of documented authority matrix and its implementation

showing management involvement in critical issues.

2. Network Performance Strategy

To assess that network performance strategy is driven by well-defined business

objectives.

To review the process of considering internal and external factors in the network
performance strategy for long term achievement and alignment with Mobilys vision.

To determine that network performance strategy is approved,

periodically reviewed and implemented.

communicated,

3. Budget Management

To assess that adequate controls are in place for preparation, dimensioning, allocation &
management of budget for applicable MNS contracts pertaining to network
performance.

To review the alignment of network performance with business objectives and how
performance plays a role in reduction of CAPEX.

4. Vendor Management

To assess and review Management Network System contracts against the approved
KPIs, SLAs & Penalties.

To assess that process is in place to keep KPI formulae definition uniform across all
vendors.

To assess that adequate controls are in place for vendor resiliency and fair selection.

17

ETIHAD ETISALAT COMPANY

Internal Audit Department (IAD-A)
PLANNING MEMORANDUM
5. Adherence to Performance Principles

To review that performance management mechanisms are considered for network

expansion and swap activities to ensure network quality and availability.

To assess that performance management evaluation for the network is conducted on

regular basis and observations are considered for improvement.

To assess that approved and acceptable target levels of Key Performance Indicators and
Key Quality Indicators are in place, monitored and escalated in timely manner.

6. Effectiveness of Network Performance and Quality Management

To validate that the performance team have effective processes in place to provide the
required reports to relevant teams for actions in timely manner for better network
availability.

To assess the validation of formulae and effectiveness of reports that are monitored and
reviewed by performance team to provide network view for accurate future planning.

To follow up with concerned teams on reported degradations and previous audit results
to ensure that proper steps have been taken to remedy the issues and confirm it
through updated performance reports.

7. RAN, Transmission & Core Performance

To assess that end to end Key Performance Indicators (KPI) and Key Quality Indicators
(KQI) are aligned throughout the call set up and the packet data flow.

To ensure all performance reports for Transmission network are addressing the required
KPIs and the Quality of Service (QoS) of the transmission network.

To validate that the Radio Access Network, Transmission, and PS/CS CORE are working
according to the desired throughput and that identified degradation are well
communicated to the relevant teams in efficient manners.

To assess and ensure that all installed network elements are available and monitored through
Network Management System tools for proper monitoring and KPI evaluation.

To ascertain that performance of transmission links are adequate and compared to the reasonable
level such as power level are in line with Mobily business requirements and industry best practices.

To assess critical rings of Metro, Long-Haul and Back-Haul links bandwidth utilization and
redundancy are in line with Mobily Business requirements and industry best practices.

18

ETIHAD ETISALAT COMPANY

Internal Audit Department (IAD-A)
PLANNING MEMORANDUM

Audit Scope
The review will focus on Network Performance of RAN, Core & Transmission and samples will
be selected for the years 2013 & 2014. The main areas that will be reviewed during Network
Performance audit are:

Technical Controls: Compliance to vendors KPI claims to be assessed technically

and to assess Key Quality Definitions that are being used across all regions/vendors
as set in the above objective.

Management Controls: Policy and procedures related to performance tasks shall be

analyzed with emphasis on Governance, Strategy, in addition to Budget and Vendor
compliance as set in the above objectives.

Audit Out of Scope

The review will focus only on Mobile Core (CS and PS) and RAN service performance.
Charging System (IN) & VAS will not be part of this review.

Audit Areas

Governance

Strategy

Budget Management

Vendor Management

Adherence to Performance Principles

Effectiveness of Performance & Quality Management

RAN, Transmission& Core Performance

19

ETIHAD ETISALAT COMPANY

Internal Audit Department (IAD-A)
PLANNING MEMORANDUM

RISK ANALYSIS OF AUDIT AREAS

NO.

AUDIT AREAS

NO. OF
HOURS

RISK
Rating
(H/M/L
)

1.

Audit planning

90

2.

Governance

30

3.

Strategy

30

4.

Budget Management

30

5.

Vendor Management

40

6.

Adherence to
Performance
Principles

50

7.

Effectiveness of
Performance and
Quality Management

50

8.

RAN, Transmission&
Core Performance

50

9.

Audit Reporting

30

Total Work Hours

Total Days

JUSTIFICATION
First time audit requires meeting with
various teams across Mobily.
Policies and procedures pertaining to
network performance features are
documented communicated and are
adhered.
Review if strategy is properly
communicated to performance team
and complied in routine performance
circle.
Review the accuracy of budgeting,
allocation,
revenue
losses
and
financial
discipline
on
vendor
dealings.
Review overall vendor contracts and
assess the KQIs, SLAs, Outages and
penalties.
Review
and
analyze
effective
performance
utilization
as
per
requirements and growth.
Review effectiveness of current
performance& quality to analyze if
these processes can be further
improved.
Review effectiveness of RAN,
Transmission& Core Performance

400
50

*Hours mentioned above are SME Hours only, these hours does not include project
management and team member hours.

20

ETIHAD ETISALAT COMPANY

Internal Audit Department (IAD-A)
PLANNING MEMORANDUM
EXPECTED KEY MILESTONES
Completion of Planning: 17/12/2014
Completion of Fieldwork: 02/04/2015
Reporting: 15/04/2015

REPORTING
The audit opening meeting will be held on__________________with___________________.
The report will be addressed to Chief Audit Executive. Prior to the issuance of the
final report, significant finding will be communicated to the client and their
comments will be incorporated into the audit report.

Faisal Khan Abdul Rehman Shaikh

Lead Auditors

AGM, IT & Telecoms Audit

Pankaj Jain AbdulKareem D.Al Yousif

Project Manager

EGM, Audit Assurance

21