nagement. There has been significant work to auto- matically detect network events (failures and performance impairments). Where it is economically feasible to do so, automated response to a detected event is executed to achieve continuous service levels. An example of this is the facility restoration work done in the 1990s to detect failures such Network Operations Significant Increase Improved Customer Enables Common Network Reliability improvements Process and Tools for all Cost Reduction by in Proactive and Experience with reduced through Proactive & Predictive automating work flow Predictive Drivers response times (MTTR) Centers automation (DPM and MOO reduction) Alarms Incoming Volumes Ticketable Events % Increase 2013 2015 % Change 2013 2015 Global Switching/ Transport Automation Global Mobility Alarm Create Layer Network Diagnose Restore Close "121" Automation Ticket DSLAM Automation Fallout % "44 & Performance With an automation Drive zero Create Diagnose Restore Close Reactive events Ticket level of 99.99% fallout 0.29% Referred-in Tickets increased marginally Manual Tickets Exception Based Manual Process FIGURE 15.1 Role of automation. as cable cuts in the core network and to determine routes around the failure using spare restoration and protection capacity. The system automatically issues commands to network cross-connect sys- tems to implement the new routes. Most facility faults on the core network are handled seamlessly and quickly, restoring service on the order of minutes. Modern IP networks can also automatically change how they direct packets when the network detects that a router is no longer responding or that a link between two routers has failed. This is accomplished within the routing elements them- selves and does not require any manual intervention. In 2000, AT&T launched a significant effort to transform network operations and move toward an adaptive management model. There was a recognition that most of the network management capabilities were developed to react to specific types of n