Service Management
As Ontario’s Smart Metering Entity (SME), the IESO offers training and educational support to the staff, agents and partners of Local Distribution Companies (LDCs) to assist them with daily operations involving Ontario’s Meter Data Management/Repository (MDM/R).
MDM/R Service Desk
Service Management is provided through the MDM/R Service Desk. This online interface enables local distribution companies to create tickets for standard service requests, submit requests for change, view the problems log, edit its profile and access e-learning modules.
In providing service management, the SME follows the information technology infrastructure library (ITIL) approach, which aligns the provision of IT services with business needs. The online interface enables the LDCs to create tickets for standard service requests, submit requests for change, view the problems log, edit its profile, and access e-learning course modules.
Incident Management
Pre-approved service requests, as well as recording, classification and management of incidents in order to restore service.
Problem Management
Resolution of problems or known errors related to the functionality of the MDM/R.
Change Management
Software and hardware upgrades to ensure that the MDM/R platform operates as intended. The SME informs stakeholders on any changes related to its operation. Recipients can submit a request for change, review existing requests and sign up to be notified about changes.
Standard Service Requests
Requests for standard services provided under a Service Level Agreement (SLA) should be submitted through the MDM/R Service Desk (requests are managed according to the timelines set out in the SLA).
Business Continuity
The functioning of LDCs’ meter-to-bill processes relies on the availability of the MDM/R. The MDM/R Business Continuity Manual outlines the procedures and interactions necessary to restore normal service operations as quickly as possible. It also sets out measures to help minimize the business impacts of an MDM/R outage that is expected to last more than 24 hours (defined as “a business interruption event”).
The MDM/R Business Continuity Manual applies only to MDM/R production and disaster recovery scenarios. The manual does not include procedures for addressing incidents or resolving problems that arise within the systems or processes of an MDM/R service recipient– these are their responsibility.
The MDM/R Business Continuity Manual outlines the four main stages of active response:
- Planning, including proactive or precautionary measures to be taken by the SME, MDM/R service recipient and their authorized agents.
- Initial response to a business interruption event or potential business interruption event, involving an assessment of the level of impact and the appropriate response.
- Recovery, with the objective of restoring the reliable operation of critical MDM/R services within the levels of service set out in the MDM/R Terms of Service.
Restoration, with the objective of restoring normal service operations at the primary site, or at an alternate site with the necessary disaster recovery protections and high levels of availability.
MDM/R Training
Online e-learning course modules are accessible to the LDCs or their authorized agents through a login enabled internal portal (the SME Academy at the MDM/R Service Desk) which includes:
- Introduction to the MDM/R
- Billing Basics and Billing Case Studies
- MDM/R Graphical User Interface (GUI)
- MDM/R Reports