OS3 Trouble Management

OS3 Trouble Management (TM) provides the core orchestration engine and information hub for the management of trouble events. It also provides the means for internal and external network operations personnel, vendors and third party service providers to collaborate to resolve problems.

OS3 is built on the market leading BMC Remedy® Action Request System®, a powerful workflow tool that already supports numerous custom implementations of telecoms service management solutions around the world.

Key Features:

• One click simplicity
• Intuitive user interface
• Individual ticket reminder facilities
• Notice boards
• Flash notification
• Root-cause analysis
• Service level management
• Comprehensive prioritisation and escalation facilities
• Seamless integration with NMS tools
• Provides detailed alarm and event information
• Holistic view of network resources including geographic coordinates
• Support for managed and non-managed objects
• Support for sites, locations and markets
• Support for multi-site scenarios and relationships
• Service impact analysis
• Powerful graphical reporting capability

Effective Trouble Management

OS3 TM allows NOC users, field engineers, managers and third parties to easily view and manage trouble tickets with one click simplicity. The agent console provides a comprehensive array of tools that enable Trouble Events to be quickly diagnosed, prioritised and managed by appropriate resources. These include individual ticket reminder facilities, flash notifications, notice boards and seamless integration into knowledge repositories

The product also provides powerful information views including a timeline view that provides real-time collaborative information regarding activities relating to a ticket.

Root-cause analysis is also managed from within the OS3 TM environment where access to detailed information such initial alarm data, event, diagnostic and linked activities can help ‘close’ the trouble quickly and efficiently.

As part of an integrated suite of modules including Work Order Management, Change Management, Site Management and Vendor Management, information resources are further enhanced to provide an effective trouble management platform.

End to End ownership of Trouble Events

Trouble tickets in OS3 TM can be created manually or automatically through an OSS/J compliant integration capability into third party NMS tools. Leading NMS systems also have the ability to initiate trouble ticketing creation manually or automatically from the NMS. Assuming that alarm correlation in the NMS has been effectively implemented, OS3 TM can leverage automatic ticket initiation from the NMS to provide real-time management of the complete event life cycle from alarm inception through to Recovery and Resolution.

A key aspect of OS3 TM is the management of third parties such as equipment vendors and outsourced service providers. Closed loop management of external resources is achieved through integration into other external ticketing systems or by providing external secure access to OS3 TM. In any event, OS3 TM continues to own the Trouble Management process through to Resolution including monitoring of SLA/OLA’s and managing escalations and notifications

Holistic view of network resources

Through the SID compliant CMDB, OS3 TM can relate alarms and events to managed/non-managed objects, sites and services with specific support for multi-site scenarios and ‘markets’. This enables OS3 TM to provide a further level of alarm correlation and diagnostic capability particularly where multiple NMS systems are deployed from different vendors. It also enables tickets to be efficiently and effectively routed to the appropriate resources and for the relevant priorities and escalations to be assigned.
The SID also provides geographical coordinate information which is used to assign appropriate internal or external field resources and also details on location.
Powerful Graphical Reporting

Comprehensive out-of-the-box Trouble management report templates include Network availability statistics, MTT Recovery and MTT Resolution. New reports can be created or existing reports modified.