The NetBoss XT Trouble Management (TM) provides the core orchestration engine and information hub for the management of trouble events. It also provides the means for internal and external network operations personnel, vendors and third party service providers to collaborate to resolve problems.

Effective Trouble Management
TM allows NOC users, field engineers, managers and third parties to easily view and manage trouble tickets with one-click simplicity. The agent console provides a comprehensive array of tools that enable Trouble Events to be quickly diagnosed, prioritized and managed by appropriate resources.

These include individual ticket reminder facilities, flash notifications, notice boards and seamless integration into knowledge repositories.

The product also provides powerful information views including a timeline view that provides real-time collaborative information regarding activities relating to a ticket.

Root-cause analysis is also managed from within the TM environment where access to detailed information such as initial alarm data, event, diagnostic and linked activities can help ‘close’ the trouble quickly and efficiently.

As part of an integrated suite of modules including Work Order Management, Change Management, Site Management and Vendor Management, information resources are further enhanced to provide an effective trouble management platform.

End- to- End ownership of Trouble Events
Trouble tickets in TM can be created manually or automatically through an OSS/J compliant integration capability from NetBoss NMS.  NetBoss XT alarm correlation leverages TM automatic ticket initiation to provide real-time management of the complete event life cycle from alarm inception through to Recovery and Resolution.

Holistic View of Network Resources
Through the SID compliant CMDB, OS3 TM can relate alarms and events to managed/ non-managed objects, sites and services with specific support for multi-site scenarios and ‘markets’. It also enables tickets to be efficiently and effectively routed to the appropriate resources and for the relevant priorities and escalations to be assigned.

The Network Change Management and Maintenance (NECMM) solution provides a comprehensive platform to coordinate and manage all maintenance activities and changes to the network infrastructure. It also provides the means for internal and external network operations personnel, vendors and third party service providers to collaborate to review, approve and implement these changes.

Drives Efficiency and Effectiveness
Network operations staff, engineering departments, customers and third parties can quickly and easily initiate, approve and update change tickets with one click simplicity.. Changes can also be auto scheduled based on the ‘maintenance’ attributes of Network CIs. Multiple change tasks and work orders can be linked to parent change tickets to provide an end-to-end view of change activity related to a specific change request.

Comprehensive Approval Management
NECMM utilizes the BMC Remedy Approval Engine to implement ITIL compliant change management approval processes including CAB approval structures and change categorization.




Multi-Vendor and Third Party Support
Vendors and other third parties can be configured into the system and also granted access either directly through security profiles or indirectly through integration into their systems. This enables third parties to initiate change requests or be incorporated into change management workflows such as ‘vendor dispatch’.

Manage Risk through Holistic View and Tracking of all Network Changes
NTI provides a centralized repository and a single window of all change activities. In addition to planned changes, unauthorized changes automatically detected through OSS/J compliant integration with network monitoring tools can also be tracked and managed. This holistic view of all network changes allows accurate change conflict analysis and impact analysis to be undertaken across the entire network infrastructure.

SID Shared Information Data Model for BMC Atrium CMDB is a key architecture component of the suite. It provides a telecoms specific CMDB class structure that directly supports the information needs of B/OSS operations. SID also facilitates seamless interoperability across disparate vendor solutions enabling processes to be enriched with information and minimizing ‘integration tax’.

OS3 SID is a subset of the full information relationship class structure as defined by the TM Forum’s Information Framework (SID) specification. The subset supported by SID is particularly focused on the Resource and Service domains of the TM Forum eTOM Business Process Framework and enables a clear understanding of the impact of change on live services.

Implemented within the BMC Atrium CMDB, SID leverages market leading enterprise technology from BMC Software to orchestrate and manage federated data from multiple B/OSS data sources.