OSS Service Desk

OSS Service Desk: A System for the Efficient Handling of Service Requests in Telecoms

The comprehensive Comarch OSS Service Desk (OSSSD) software, built on cutting-edge technology, enables engineers working in operations centers to resolve circumstances that could have an influence on subscribers and, as a result, the company's income stream. It is a specific workflow system that is concentrated on three essential procedures listed in the IT Infrastructure Library (ITIL®):

  • Incident management
  • Problem management
  • Change management

This indispensable tool supports network and service operators in the rapid resolution of incidents in accordance with specific SLAs, efficient root-cause analysis of reported problems, and wise planning of changes in the network to minimize the impact on customers and business agreements. Comarch OSS Service Desk provides ultimate automation of root-cause and impact analysis via a flexible correlation engine and unique checklist mechanisms.

In response to market needs, a predefined solution for managing planned works has been incorporated in the product. Using shared components of the Comarch solution, we propose a dedicated process, itself called Planned Works.

Comarch introduced Info Management, a supporting product enabling better communication and exchange of information between process participants. Essential data can be stored in one place, and displayed in a clear and easy-to-follow manner for quicker resolution of issues.

OSS Service Desk is part of the Comarch Intelligent Assurance & Analytics Product Line, and closely integrated with other Comarch products such as Fault Management, Service Quality Management and Customer Experience Management. 

Comarch OSS Service Desk is also designed to provide an end-to-end solution with Comarch Field Service Management (part of Comarch OSS Suite). Comarch Field Service Management organizes the work of field engineers (workforce management), and can support manual tasks required to solve incidents, problems or perform changes managed in Comarch OSS Service Desk.

Supporting TM Forum Open API

Comarch's full ODA-compliant portfolio currently has 12 APIs in accordance with Open API. The architecture of the systems and the company’s approach is already in line with Open Digital Architecture (ODA), and the organization remains motivated to continue with the certification. 

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Standard Incident and Problem Management Processes

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Benefits of Comarch OSS Service Desk:

Be flexible in supporting the CSP business model

Have a deep level of connection with the systems of other suppliers. The establishment of domains that may be independently and disjointedly employed in the product by the user's partners in service-providing chains (multi-tenant) is made possible by following this course and responding to the requirements of new business models in telecommunications.

Reduce your operational costs

A centralized set of actions can be carried out thanks to complex correlation rules. It makes use of data from a wide range of sources, including EMS/NMS, network topology, performance management, customer experience, and data analytics. Decrease the number of tickets that need to be handled manually by up to 90%.

Improve operational efficiency

Effective impact analysis will help you raise the percentage of successful hits. Comarch OSS Service Desk serves as a link between engineering and business departments and includes features for evaluating the financial impact of incidents that could potentially violate SLAs.

Accumulate your organization’s knowledge

OSS Service Desk helps embed your operational team's knowledge into the system, in a formalized manner that can be used by machine learning algorithms, correlation rules and checklist mechanisms to increase operational efficiency.

Decrease mean time to repair for incidents

Checklists with built-in procedures unleash the power to define and automate processes. The Change Management module's pre-integration enables operators to differentiate between network alarms brought on by scheduled outages and alarms that could result from erroneous network changes.

Shorten onboarding time 

Employees can gain experience and advance their level of competency more quickly with the OSS Service Desk knowledge collection. The system’s operations based on machine learning can be improved with the help of validating solutions.

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