OS³ Suite Workforce Management
OS³ Suite Workforce Management
Service Management suite designed for Communication Service Provider operations.
OS³ Frameworks has been designed to meet the specific service assurance requirements of Communication Service Providers offering mobile, fixed, satellite, managed and converged services.
It has heavily embraced industry standards such as those from the TM Forum and ITU aswell as those set out in ITIL; and is continuing to evolve based on the marketplace requirements driven by many of the worlds leading Communication Service Providers.
The application modules have been built on the BMC Remedy Action Request System which is the market-leading enterprise-proven workflow platform used by hundreds of service providers organisations around the world to support IT and Network Operations.
Trouble/Incident Management – manages the restoration of network faults in response to alarms that have been generated and customers that have reported issues with their service.
Problem Management – manages the proactive identification and permanent restoration of underlying problems on the network that could be causing incidents.
Change Management – manages the addition, modification and removal of network elements in response to engineering requirements as well as incident and problem resolution plans.
Crisis Management – Crisis Management – manages the response to events that represent a significant brand damage, revenue loss, or infrastructure damage. Examples include natural disasters such as earthquakes, storms, floods as well as fires and major outages that have significant widespread impact to customers or critical operations such as the emergency services.
Preventative Maintenance – manages a program of planned maintenance activities designed to extend the life of network elements and sites, which ultimately results in higher service availability and longer mean time between failures.
Work Order Management & Mobility – manages the fulfilment of manual work that needs to be completed in order to resolve incidents and problems, and to complete preventative maintenance activities and change requests.
Site Access Management – manages all site access requests related to work orders for both internal and external field engineers including appropriate health and safety requirements.
Modelling of End-to-End Services
OS³ Frameworks SID for Atrium is a core part of the overall solution architecture where service models are defined allowing the joining of data from disparate systems and across the BSS and OSS domains. It provides a federated view of data in these systems and allows visibility of the relationships between entities such as resources, services, products, customers, suppliers and locations.
Having a joined up view of the service providers’ world is critical when attempting to understand the impact of faults and changes, or correlating customer problems with existing faults, changes, and maintenance activities. It also provides the basis to automate a number of other processes such as assignment, prioritisation, customer notification, and self-service capabilities.
The service models are implemented within a TM Forum Information Framework (SID) conformant class structure. The TM Forum Information Framework is important as it provides an industry agreed way of describing information that flows within a service Provider and between them and their partners.
Utilising the Information Framework coupled with OS³ Frameworks’ service modelling guides, significantly reduces modelling and integration effort since all terminology, concepts, relationships and the majority of attributes are already defined.
Key Functional Capabilities
Correlation enables the identification of faults, problems, known errors, changes and preventative maintenance activities that could be related to a ticket. Find out whether there is a known error that could quicken incident resolution; or whether there is a network fault that is causing a customers problem
Impact Analysis of faults and changes to determine impacted services and parties such as customers. Impact records are created against these entities, which can be passed to other processes and systems to improve call deflection, self-help capabilities and alarm suppression
Primary Cause Analysis enables the identification of the primary cause of customer problems and resource troubles. It provides visibility of the status of any resources that a service or product is dependant on in order to function as designed
Service Messaging to enable proactive notification of unplanned and planned outages to stakeholders such as end-customers, senior management and internal customers such as the service providers’ call-centres and other departments