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M*Ware™ Convergent Manager for Service Management
The Customer perspective
Customers expect communication providers to monitor that their services really perform against the agreed
SLA. Customers often want to use different SLAs for different business applications, and are prepared to pay for the higher quality guarantees.
As a provider it is not easy to translate network performance and reliability into service quality, especially when services are built on top of multiple network and system components that may even be delivered by different providers.
To balance service quality and operational cost requires specialized service management solutions. Convergent Manager SMS provides everything that is needed.
M*Ware Convergent Service Manager: Customer Satisfaction guaranteed
M*Ware Convergent manager SMS provides the management views that operators need when offering QoS critical and SLA based services, like 3G services, Voice over IP, IPVPN, streaming services) over a variety of wireless and wire line technologies.
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Real-time service views, helping operators to manage the network from a service perspective, mapping of network events to customer services
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Powerful customer service specific filtering and correlation to enable dedicated customer care teams and automated customer information
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Prioritization support based on service levels
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Proactive customer care by advanced performance management features, monitoring and automated alerts of critical performance management thresholds
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Streamlined customer care operations with integrated fault and helpdesk processes.
M* Ware Convergent Manager has a dedicated set of M*Ware Service Manager Services.
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House
Keeping
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Alarm
Management
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Performance
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Topology
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Inventory
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Event
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Log
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Naming
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Activity
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Downstream
Transport
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Profile
(Security)
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Scripting
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Network
Discovery
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Inventory
Discovery
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Software
Management
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Audit
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Delayed
Activation
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Request
Multicast
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Protection
Switching
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Connection
Management
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Test
Management
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Service
Management
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Quality
of Service Management
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Trouble
Management (ARS)
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To manage SLA and Quality of service, the fault Management views for alarm monitoring, display and diagnostic support are enriched by customer service specific features to support tasks that otherwise need to be done manually by helpdesk or NOC personnel.
Service management offer dynamic correlation between customer data and network data to enable the service provider to see how alarms relate to the customer services.
The trouble management services ensures that the provider can inform these customers immediately .
CRM integration.
Convergent manager SMS integrates with a number of the market leaders in helpdesk and trouble-ticketing Systems including Clarify, Remedy ARS, Siebel and Peregrine ServiceCenter.
On top of the basic connectivity, that ensures that the bi-directional communication allows CMS to automatically create trouble tickets in the specified helpdesk application from faults or alarms that occur in the network, there are many service management features added by Convergent Manager
SMS.
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Once the data arrives in the helpdesk application, a trouble ticket instance is created and its ID is fed back to CMS to be displayed in the Event List. From this point on any updates to the CMS event journal and the case notes section will be passed between the two applications.
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No trouble ticket is unnecessarily duplicated, alarms impacting multiple customers are translated into multiple related tickets, and customer specific complaints are easily connected back to the generic network ticket. This greatly improves customer care efficiencies.
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Proactive customer communication - instant feedback to users/customers on network service outages by viewing related trouble-tickets that may have already been opened automatically by the Convergent Service Manager.
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Improved helpdesk efficiency - When a problem ticket is opened, the Convergent Service Manager can automatically display what actions the operator should take to resolve the problem.
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Reduced trouble-ticket generation – CMS de-duplicates events, preventing one alarm from triggering duplicate events, so the ticket volume accurately reflects the behavior of network services.
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Reduced call volume -The integration helps reduce call volume because operators can proactively alert customers of service outages, particularly if they can suggest workaround until service is restored.
There are detailed whitepapers available for Convergent Manager, the different services and the detailed process automation that can be achieved.
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