Service Management

Service management tools that help ensure end-to-end quality

Just a few years ago, a Service Level Agreement (SLA) was one of many contract negotiation points. Today, up to 80% of new enterprise customer RFP's require SLAs, and in turn require a sound service management approach and software support.

Telcordia Service Management is designed around the customer experience "touch points," the direct and indirect interactions between an operator and customer through which a service is ultimately offered and delivered. Our service management tools address customer experience issues generated by the network, as well as from the often-overlooked user device.

Our Service Management products help unite disparate network resources. They:

• React quickly to customer-impacting issues with real-time and near-real-time service management monitoring and corrective actions
• Proactively improve the customer experience by identifying potential service management issues as they develop

Studies indicate that two-thirds of your customers will give up trying a new service after two failed attempts. That represents a significant loss of investment. With our service management tools, a hard-to-find problem in your complex, multi-layered network can often be easily fixed.

Service Director

Improves customer satisfaction by monitoring SLAs and enabling pre-emptive and proactive service management actions to identify and resolve customer impacting problems.

Device Director

Enables alerting and analysis based on individual (device or customer) failures and analysis of service management performance by device type and configuration.