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Auspice Case Study Featured at TeleManagement World in Dallas
Presentation Highlights Keys to Superior Service Delivery and Management
Dallas, TX –November 9, 2005 –In a presentation delivered today at TeleManagement World in Dallas, TX, Auspice shared its perspective on how automating manual network operations processes helps to ensure service delivery and management. "Intelligent Automation A Case Study of Service Operations," presented a case study featuring a major North American MSO, and outlined the key steps necessary to achieving superior service excellence, including the role of data gathering/access in the automated processing of network business logic storing data and presenting information in a meaningful way for real-time operations management.
The presentation provided an overview of the challenges of delivering complex, multi-services over the cable broadband network, and detailed the need for automation and the full integration of network visibility, tools, billing systems, and trouble ticketing to achieve an unparalleled level of service excellence.
The discussion explained that in order to run a profitable business, operators simply cannot keep throwing more people at the problem the so-called Œeyes-on-glass¹ syndrome. They need to employ tools that implement business logic to their trouble-shooting process when it comes to network management.
The initial focus was on the MSO¹s telephony service area to find a way to automate the network surveillance and trouble ticketing work. This was an area where it was felt the impact to service delivery would be greatest, and a fast, high return on investment could be achieved.
The presentation walked through the key steps undertaken by the MSO to achieve this, including:
- Identifying all areas of the business that could benefit from the investment
- Selecting the best tool to support the requirements
- Creating a Business Case that supported the investment and identified the success criteria
- Conducting a proof-of-concept test
- Implementing the plan and monitoring the results to see if there is sufficient value before expanding
Stringent criteria for the solution was set, including:
- Payback in 18-24 months
- Reducing future budgeted headcount in order to support capital investment
- Speed of implementation must be rapid and reliable
- Ability of solution to be maintained easily with existing resources
The criteria also dictated that the rules-based scripting tool must be able to emulate any system or protocol while keeping the existing functionality whole, it had to deliver new capabilities incrementally, and it must be easily adaptable to almost any business process
Working in tandem with the MSO, Auspice delivered a solution that met all of the technology requirements. The final Auspice solution took only eight weeks to implement from start to finish, and helped achieve more than 95% accuracy of automated tickets, while allowing business rule changes to be handled by existing resources and keeping headcount at a acceptable levels. In addition, the MSO was also able to transition from an alarm-based operational model to an "almost no eyes-on-the-glass" ticket-based model.
About Auspice
Auspice provides service assurance solutions that automate manual operation support processes for North America’s leading MSOs and communications service providers. Auspice solutions monitor, integrate and correlate events across the entire infrastructure, and enable real-time integration and automation of customers’ Network Operations Center (NOC), Customer Support, and Field Service operations to proactively manage all their IP-based broadband services.
Through the intelligent automation Auspice solutions deliver, customers realize tangible, documented business benefits that include increased reliability and operational efficiencies that deliver superior customer experiences and a fast, high, and continuous return on investment.Founded in 1997, Auspice (www.auspicecorp.com) corporate headquarters are located in Framingham, MA.
For more information, contact:
Alan Poon
Director of Marketing
Auspice Corporation
781-398-3220
apoon@auspicecorp.com
“Now we have a unified tool that gives our technicians a single view across multiple services – voice, video and data.”
Director, NOC Operations, Major North American MSO