OSS Service Desk

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

The ultimate requirement of today’s networks is to provide continuous availability for the performance of critical tasks required by businesses. However, network equipment has become increasingly complex, creating more room for failure. The efficient handling of failures resulting in customer complaints is essential for improving the reliability of the overall system. Based on modern, advanced technology, the comprehensive OSS Service Desk (OSSSD) product supports engineers working in operations centers and handling situations with the potential to impact subscribers and, subsequently, the company’s revenue stream. It is a specialized workflow system focused on three key processes defined in the IT Infrastructure Library (ITIL®):

  • Incident management
  • Problem management
  • Change management

This indispensable tool supports network and service operators, allowing them to resolve incidents swiftly in accordance with specific SLAs. It facilitates efficient root-cause analysis of reported problems and aids wise planning of changes in the network to minimize the impact on customers and business agreements.

The Comarch OSS Service Desk can be also integrated directly with Comarch FSM for automated dispatching of tasks needed to be executed in the field to solve the root cause of alarms. Comarch FSM provides wide capabilities for field task planning, dispatching, execution and monitoring.

Supporting TM Forum Open API

Comarch's full ODA-compliant portfolio currently has 10 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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See for yourself how AI can bring your telco service management to the next level!

Standard Incident and Problem Management Processes Powered by AI

Standard Incident and Problem Management processes powered by AI

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Benefits of implementing a service request handling system - Comarch OSS Service Desk:

Automate assurance processes

Perform a centralized and unified set of actions triggered by sophisticated correlation rules using information originating from a comprehensive set of sources, and reduce by up to 90% the number of tickets that need to be processed manually.

Improve your operational efficiency

Comarch OSS Service Desk provides ultimate automation of root-cause and impact analysis via a flexible correlation engine and unique checklist mechanisms.

Integrate your tickets with intelligent event processing

Embed network or customer trouble tickets into end to end processing of events arising from different sources.

Accumulate knowledge that lies within your company

Embed your operational team’s knowledge into the system, in a formalized manner which can be used by machine learning algorithms to increase operational efficiency.

Automated in/out site procedures

The Comarch Mobile App can automatically grant access for specific technicians and clear alarms related to the tasks.

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