Integrated Trouble Management (ITM)

Sense and resolve issues before customers are impacted

Many communications service providers (CSPs) today are operating multiple, overlapping trouble management processes that are inefficient, poorly integrated and largely invisible to business users. Cut out the complexities. improve customer satisfaction, and lower operational expense with the business process management (BPM)-based Progress® Integrated Trouble Management (ITM) solution accelerator.

The ITM solution accelerator makes it easy to manage and resolve issues quickly and more cost-effectively by providing real-time visibility across systems, processes, suppliers and partners. The solution accelerator also initiates resolution processes that support both predefined processes for pre-emptive action against expected issues, and dynamically created processes to resolve unexpected events. Here are some more benefits of choosing the Progress ITM solution accelerator:

Immediate 360° visibility into all service assurance operations extending across systems, processes, customers, suppliers and partners;
Powerful business rules-based analysis and problem resolution with both predefined processes for pre-emptive action against expected issues and dynamically created processes for unexpected events;
Real-time tracking against user defined SLAs and KPIs, with alerts when violations occur;
Strong flexibility and adaptability enabling continuous evolution of all service assurance processes that can be seamlessly shared with other departments (i.e., service fulfillment, billing…).