Service Management

    Service Management
    To optimize and maintain end-user experience, Communications Service Providers (CSPs) need to manage their service offering. The true criterion of success in this provision has to be based on Quality of Service or Experience (QoS, QoE) and not simply rely on network resource specific indicators.
    As the focus of successful service provision changes from resources to end-users, CSPs require solutions that will help them consider services in a holistic and efficient manner. Such solutions must be able to associate customer data with service and network data, go beyond monitoring, and support automation in order to accelerate management processes and reduce capital and operational expenditure (Capex and Opex).

    Proven Expertise

    MYCOM OSI provides CSPs with proven solutions built on top of its market-leading Performance Management and Fault Management offering. This offering has been developed by the MYCOM OSI industry experts together with the network and service operations teams of leading CSPs, and has been in use worldwide for more than 12 years.

    Today, the MYCOM OSI offering focuses on Service Problem/Impact Management and Service Performance/Quality Management. It is also directly related with Customer Experience Management (CEM), in particular Customer Problem/Impact Management and Customer Quality of Experience Management.

    Increased Customer Satisfaction

    MYCOM OSI Service Management for Increased Customer SatisfactionMYCOM OSI Service Management solutions are known for their flexibility, emphasis on real-life CSP challenges and sophisticated modeling. The service model behind the Service Problem/Impact Management solutions for example helps link network resources to services and to customers, so that the impact of planned/unplanned resource unavailability can be assessed even before outages occur. With the MYCOM OSI solutions, network and service operations centers have the intelligence needed to minimize issues that affect service quality and brand perception, and to keep customers satisfied.

    Vodafone Netherlands Case Study: Breaking Silos to Assure Seamless Customer Experience

    See how a leading mobile service provider has created an end-to-end service assurance view to evaluate the impact of service issues on its customers and to use that knowledge to improve customer experience. The topics covered include proactive service impact analysis and root cause assessment, action automation, prioritization of revenue-affecting service outages/degradations, and trouble-ticket streamlining.

    Vodafone Netherlands: Service Management Case Study

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