Upon receiving notifications of a new or assigned ticket, CORTEX initiates a multi-faceted approach to resolve these issues effectively. One of its primary functions is ticket enrichment, where it aggregates relevant data from various systems to build a comprehensive understanding of each ticket. Additionally, performs ticket correlation, a process that involves identifying and grouping related tickets, which streamlines the resolution process and provides broader insights into recurring issues.
Ticket analysis and diagnosis form another aspect of CORTEX’s functionality. By evaluating the enriched data, it can understand the underlying problems and devise appropriate strategies for resolution. Following the analysis, CORTEX actively engages in ticket resolution by executing a predefined set of resolution activities tailored to address the specific issue at hand.
CORTEX’s role extends beyond the immediate resolution of tickets. It updates internal systems such as CRM, Inventory, and Billing in response to the resolution activities, ensuring that all relevant systems reflect the latest status. It is also equipped to configure network elements as part of the resolution process, demonstrating its ability to interact with and adjust various technical components directly.
In cases where supplier components are at fault, CORTEX reports these faults through the agreed supplier interface mechanism, maintaining accountability and ensuring prompt action from suppliers. It also tracks the resolution of vendor faults and escalates internally if these resolutions breach SLA agreements, maintaining service quality and adherence to standards.
Throughout this process, CORTEX keeps the ticket updated with all actions taken during the enrichment, correlation, analysis, and resolution stages. If a resolution cannot be achieved automatically, it assigns the ticket to an appropriate person or team for further handling. Additionally, it issues progress notifications to internal and external recipients at key stages, ensuring transparency and consistent communication throughout the ticket’s lifecycle.
Incident Management focuses on managing the lifecycle of all incidents, defined as unplanned interruptions or reductions in the quality of IT services. This process, a cornerstone of the IT Infrastructure Library (ITIL) framework, is driven by a primary objective: to restore normal service operation as swiftly as possible while minimising impact on business operations.
The Trouble Ticketing system is at the heart of this process, which plays a pivotal role in recording, tracking, and managing incidents from their onset to resolution. When an incident occurs, it is logged into this system, initiating a detailed and structured approach to incident management.
Incident resolution involves several key steps and the collaboration of diverse teams within the Communication Service Provider (CSP). Tickets are systematically assigned to relevant parties responsible for various critical activities. These activities include gathering detailed data about the incident, conducting a thorough root cause analysis to understand the underlying issues, selecting an appropriate resolution strategy, and then diligently executing the chosen resolution. These teams are also responsible for issuing regular communications, both internally within the organisation and externally, to affected users and stakeholders.
Once incident management is in place it can be connected with various other lines, including Service Assurance and Customer Experience aiding in a full overview of all potential incidents.
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