Synterra company (Implementation project of the information system providing problem management and works for networks)

The project in Synterra company included implementation of the information system providing problem management and works for networks.

Project Objectives

High requirements of customers, responsible projects and difficult infrastructure of network created high service quality requirements in the company. One of components of service quality is rapid response to non-staff situations and technical customer appeals which provides the Control Center (CC). Engineers of the Center in the round-the-clock mode conduct condition monitoring of network, accept messages about the arisen problems and provide their solution. With creation of the Synterra company which integrated several telecom operators, the special relevance was acquired by a problem of creation of the single database about clients, the provided services and problems. Creation of such base and automation of process of management of problems increased efficiency of CCN and simplified reporting for providing to clients and the internal analysis.

Project Results

With implementation of Naumen Service Desk all messages about problems coming to CCN are registered in a system in the form of requests. Together with the description of a problem in a request the information about the client and service received from the single database is fixed. The database about clients and services is supported in current status due to regular import of data from a billing system of the company. For each client rules of providing service (a service class, a priority of requests, control recovery time) are considered.

Naumen Service Desk provides determination of a priority of a problem, appointment of the coordinator of a request and time management of nonserviceability of service and duration of an emergency situation in the automatic mode. Thanks to the processing routes configured in a system, the request quickly is transferred to the executive in charge from among engineers of CCN. The contractor provides search of the solution and a fault repair. If specialists of other divisions or partners of the company are involved in solution, change of an area of responsibility is fixed in the history of processing of a request. When receiving the request is closed from the client of confirmation that the problem is solved with refining of temporary parameters and a source of a problem.

Reporting provides the built-in Naumen Service Desk report generator processing information accumulated in the database. On its basis detailed reports on emergency situations for clients and also reports for internal efficiency evaluation of work of service form.

Also based on the implemented system process of management of works for networks is automated. In a system the type of requests for work is selected and the separate route allowing to manage passing of such requests and to trace all process steps – execution of works, check and end is set. For clients who will be affected by the carried-out works, the mode of the automatic notification is provided.