Comarch Service Quality Management

Comarch SQM allows for measuring the service quality from the perspective of the network impact and is presented on the customer level.

Comarch SQM combines service modeling with service quality monitoring. It gathers network, application and service statistics, aggregates it and presents it against service models. The system enables propagating KPIs (key performance indicators) from resource-facing towards customer-facing services, applying thresholds and monitoring them with appropriate triggers for instances in which action is required following violations.

Functionalities

• Storing and unifying statistics, including a data source monitoring functionality, managed objects mapping (inventory or alternate databases with resource and service information) and management of late data
• KPI and service state reporting
• Propagation of KPIs through the service model up to customer level
• Proactive measurement of quality for selected customers and correlation with customer complaints or Trouble Tickets
• Correlation of events and statistics originating from the network and customers, enabling rapid analysis of the complaint and location of its root-cause

• Automation of performance and event data processing – optimized efforts of network and service management staff through automating problem solving and facilitating correlation of various events (enabling service-oriented event prioritization)
• Correlation of service impacting events with service history and automated searching for possible causes and solutions – this is possible through integration with an external know-how database or via an internal knowledge base (allows to optimize incident and problem resolution)
• Service quality analysis facilitating service-driven network optimization – the system enables visualizing the impact of network changes on service quality, comparing selected KPIs/KQIs, and generating recommendations

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