• Converged Services
  Order Handling
• Cable Operations
• Wireless Operations
• Service Management (ITIL)
• Trading Partner Management
• Exception Handling

Service Management (ITIL)

Communication Service Providers implement ITIL processes within their IT organizations in order to improve efficiencies and reduce costs.

ConceptWave provides ITIL process-based metadata templates which, together with the core ConceptWave Order Care functionality, provide a cost-effective solution to Service Management. The following three key areas are addressed:

• Incident Management. The Incident Management process manages the day-to-day support interface between end users and service providers. Service disruption to end users is minimized by the resolution of incidents in the IT environment. Service Request and efficient first-level support are encompassed in this process.
• Change Management. The Change Management Process ensures that all changes to the IT Production environment are properly planned, managed, and reviewed prior to their implementation and release.
• Problem Management. The primary goal of Problem Management is incident elimination. This process is used to analyze all incidents that occur in production and determine the top occurring or severe incidents. Upon identifying their root cause Requests for Changes or work-arounds are created as well as recommendations for preventative action.