MTN has coupled a strategic move to TMN (Transmission Management Network) to improve control of its various interconnected network subsystems with the implementation of a Remedy Action Request system from PQ TeleSystems.
The helpdesk and workflow management system replaces a previous in-house developed Visual Basic Events package used for logging trouble tickets, work in progress and planned events, and provides several important new benefits, says Andrew Dunn, manager of MTN`s Network Control Centre where Remedy is installed.
"Remedy is far more dynamic, especially in its ability to interface with other applications and to import or extract information as required from our Oracle database," says Dunn.
"These were critical requirements as we have a team of just five technicians responsible for supporting and maintaining availability of our entire enterprise-wide network applications and systems, including all the bells-and-whistle functions like voice-mail.
"Being able to fully automate the monitoring and maintenance process makes their jobs easier and is now a key imperative to ensuring systems uptime.
"Of all the systems we looked at, Remedy offered the best functionality and flexibility in this regard, while remaining extremely user friendly."
A uniquely adaptable, fully featured three-tier client/server software system, Remedy is the flagship product of PQ TeleSystems and the international de facto standard in helpdesk technology, commanding a 67% global market share.
The system is designed to enable users to react quickly to change and to automate an extensive range of internal business operations and processes, including problem management, problem resolution, reporting and measurement.
Because of Remedy`s strong knowledge base and its integration into Oracle, MTN has been able to link the system with an Expert (Rule Management) System, which can do queries into the Remedy database and extract information to use for more effective decision making in other applications.
The same Expert system is also used to draw off the Remedy knowledge base and Oracle database to automatically log events and fill in trouble tickets without any human intervention. The system then automatically connects to MTN`s IVR systems to notify engineers in the field of alarm events using SMS over GSM networks.
"In other words, we can extend the use of Remedy into the field to enable remote management of trouble tickets," says Dunn. "This is a big advantage and functionality that we have already used a lot."
He adds: "The bottom line is that we are in a much better position to manage our networks and core business systems efficiently and to minimise downtime. Remedy itself has very high availability, which is obviously critical.
"Although we looked at several helpdesk systems, in the end its superior power and functionality made it a natural and easy choice. It did cost slightly more than several other options, but we believe it provides exceptional value for money, not only in terms of the product itself, but also the level of support from PQ TeleSystems.
"This was a key requirement in the selection process and we have been extremely impressed with delivery so far."
MTN is now running Remedy at its Johannesburg, Durban and Cape Town control centres. However, it is already looking at extending it to other regional centres and according to Dunn, there has also been tremendous buy-in from other MTN divisions.
"We are certainly backing it as the best helpdesk and workflow management solutions on the market," he concludes.
Share