Service Assurance

In an era when customer experience has become one of the most important service provider differentiators, it also became the main battleground. And one of many crucial elements essential for satisfying your customers lies in providing them with a high quality service.

Comarch’s vision of managing the end-to-end service assurance process goes way beyond traditional fault management, which was aimed at finding problems in the network and tracking down the underlying root cause. We wish to provide you with a set of products that enable pro-active customer service assurance. This means that you would be able to go beyond a problem within the network straight up to the customer layer and match a customer complaint with the appropriate network element. This would also mean you would be able to prevent customer complaints providing early detection capabilities - predicting possible network issues before a customer issues a complaint. Service Quality Management and Service Monitoring Systems add the service dimension to Fault Management and Performance Management functionalities, thus ensuring a comprehensive toolkit for providing the highest possible quality of service.

Matching customer issues with network issues has never been easier!

Comarch’s vision of customer-centric service assurance is based on commercially available products, including:

• Customer Experience Management
• Fault Management
• Service Monitoring
• Service Quality Management
• SLA Monitoring

Benefits

• Comprehensive service modeling and monitoring engine, providing mapping between resources and services, even in complex cases
• Progressive fault management system, including advanced event enrichment (with the use of information from external systems) and a strong correlation engine that assures clear data presentation and root cause analysis
• Automatic business impact analysis assigns priorities to tasks related to business information (e.g. SLA)
• OSS/J based interfaces to external systems giving you the ability to collect events and information from non-network sources as well as protecting the system growth possibilities
• Process management system controlling and organizing complex workflow in Incident and Problem Management areas, equipped with predefined ITIL and eTOM founded process templates
• Web GUI dashboards and panels with configurable content restrictions for external partner use
• Knowledge Base gathers and stores knowledge, tips, solutions and all necessary information concerning devices, services and procedures related with service assurance

Do you have a project in this area? Comarch takes care of the end-to-end solution delivery proces - learn more here