Service Visibility

The rational for investment into an OSS solution is to ensure a technical service is maintained to and across the business.

Our experience over a number of years has lead us to understand that to see a return on your investment into an OSS solution requires careful analysis, planning and understanding as to what is important to the business.

We know that many businesses and departments run silo operations that do not effectively communicate horizontally across the vertical silos such as Server / Network / Security and Voice for example and therefore you end up with lots of segregated views of services and resources, which without pulling together make service visibility a difficult object to achieve and provide. 

In 2010, IOSS carried out a business analysis activity for onecustomer that resulted in defining and implementing an OSS strategy over a 12 month period. The Direct impact was of this strategy streamlined operational processes and brought a diverse group of technology units into alignment, streamlining how services, issues and resources were managed on a day to day basis, thus creating a better understanding of service visibility and service impact both internally to the business and for external customers.

In 2012 IOSS, ran a program to developed and implement a new Customer Experience Management “CEM” portal for a customer which provided visibility of how their services offered to the market place were being experienced.  This required a lot of analysis and interaction with service management to understand the services, components, KPI’s and data feeds which were provided by both internal IT sources and external service providers internationally, oh and the driver for this was to monitoring customer experience during the 2012 Olympics, so no pressure.