Compulink group (The project of creation of Command center service for telecom operators)

Product introduction of Naumen Service Desk was carried out by specialists "Compulink Service" together with the staff of the NAUMEN company which is the supplier of a product. The constructed system also became the Command center prototype service for telecommunication companies, after opened based on "Compulink Service".

Project Objective

The purpose of creation of command center service for telecom operators − the organization of technical support of large networks which contain tens of thousands of items of equipment, at a high-quality guarantee of works of similar scale.

Choice of software

Originally within project activity of USP Compulink the service management system based on the Naumen Service Desk software product was unrolled. Arguments for such choice large volumes of data and also a possibility of the organization of remote access to data for customer representatives and expanded control functions began to process capability of Naumen Service Desk.

Project Results

"Growth of the park of the equipment and need quickly it began to manage the main premises for opening of command center service of networks of telecommunication companies and other customers. Today our company is ready to organize maintenance of different objects of communication (trunk lines of communication, a mast of telecom operators, the WiMAX nodes, etc.). The technology used Compulink allows to monitor observance of scheduled-preventive works, to manage quickly fault recovery and emergency situations", – the CEO "Compulink Service" Nikolay Dmitriyev commented on creation of command center.

Today daily data processing about a condition of equipment, arriving from several monitoring systems is a part of services of the new center "Compulink Service" for service of objects of communication of operators. On the basis of data on failures tasks (dresses) for service engineers, including engineers of the companies contractors form. In a system the relevant database about network equipment (CMDB) is maintained, daily there is a data-refresh about a condition of equipment and registration of several thousand requests for service. On the basis of data on incidents and plans of scheduled works dresses for service engineers form. Means of the automatic notification of responsible persons about threat of violation of terms are applied to works monitoring.

Use of the Naumen Service Desk system helps to manage agreements on the quality level (SLA). Using functions of "personal account" customer representatives in real time monitor a situation on the objects. This solution allows to prepare the daily reporting reflecting an overall picture of respect for quality of service at service. In a system account of service contracts with partners and suppliers is also kept.