Service Quality Management (SQM)
Detect any service degradation or outage. Generate service-level alarms. Empower your Service Operations Center.
Do you know how well your digital services work?
Without understanding the performance of your services, you cannot ensure customer satisfaction, respond to service degradations, and maintain a service-oriented organization.
It is crucial to understand how the health and performance of your ICT infrastructure influences the status of the service provided to the end customer.
When the service is degraded or down, SOC engineers must be alerted about the situation so that corrective actions can be taken.
To understand the quality of service, it is crucial to determine which Key Quality Indicators must be observed and what their values are.
Without providing your Service Operations Center (SOC) with the ability to manage the quality of services provided, you end up with yet another NOC.
Without having mechanisms to estimate service quality, you have no way of determining which customers are impacted by a fault and how.
Service degradation must be fixed by applying a proper remedy quickly. Without service alarming it is impossible to automate service remediation.
Umbrella service assurance powered by Service Quality Management (SQM)!
UMBOSS provides a web-based application for service modeling and KQI definitions. For each service model item, one defines KQIs used to determine the level of degradation of the item. By cascading the degradation statuses along the model tree, SQM determines the level of degradation of a service.
KQIs are evaluated by the constant ingestion of alarms and performance data from the EFM and PM modules of UMBOSS. With every recalculation of KQIs, SQM evaluates the level of degradation of the service.
When a critical degradation of the service is reached, SQM will trigger a service alarm that will be displayed in the UMBOSS Portal. Engineers use alarm decomposition to determine the cause of service degradation and take the necessary corrective actions.
The automation module is used to automatically trigger the remediation process when any service degradation is detected. The automation job is configured using execution criteria, and the executed action is recorded for forensic purposes.
Service alarms and service statuses are visualized in the UMBOSS Portal. Alarms are presented along with resource alarms. The customer view in the Portal provides a more comprehensive visualization of the quality status of a customer's services.
The calculated KQIs, KPIs, and service statuses can be exported to external ITIL/SLA management systems and used to determine SLA breaches. SLO tracking can be configured to warn SOC engineers of possible SLA breaches if no corrective action is taken.
Key benefits of the Service Quality Management (SQM) module
Shifting focus from resource assurance to service assurance is the evolution in the right direction. The emphasis on customers of your digital services gives your organization a leading edge.
With SQM, you constantly evaluate the quality of all your digital services, and you are alerted about any service degradation, allowing you to react preemptively.
With SQM in place, you can immediately determine what went wrong with the customer's service and take the right action.
Engineers in Service Operations Center (SOC) are fully backed with all the tools needed to manage service assurance properly.
As SQM generates service alarms, the automation module can be triggered to execute proper remediation actions. This way, service assurance truly becomes autonomous.
With enhanced support for your customers and a proactive response to any service degradation, customer satisfaction is higher, and call deflection is improved.
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