Upon receiving notifications of newly raised or assigned tickets, CORTEX employs a series of steps to ensure prompt and effective resolution. It begins by enriching each ticket with relevant data from various other systems, providing a comprehensive context for the issue.
CORTEX then starts ticket correlation, intelligently identifying and grouping related tickets. This not only aids in understanding broader patterns and underlying issues but also enhances the efficiency of the resolution process. Using enriched data, CORTEX then conducts an in-depth analysis and diagnosis of each ticket, determining the root causes and potential solutions.
To resolve these tickets, CORTEX executes a well-defined set of activities to address the identified issues. This process includes updating internal systems to reflect the resolutions made and configuring network elements as needed, ensuring that the solutions are fully integrated into the operational infrastructure.
In instances where faults in supplier components are identified, CORTEX reports these through the agreed supplier interface mechanism. It tracks the resolution of these vendor faults, escalating the issue if there are breaches in Service Level Agreements (SLAs) and maintaining high service standards.
Throughout the lifecycle of each ticket, from the initial enrichment to the final resolution, CORTEX continuously updates the ticket status. For tickets that require further intervention, CORTEX assigns them to the appropriate personnel or team for more specialised handling.
Problem management is a fundamental aspect of the IT Infrastructure Library (ITIL) framework and is centred around managing the entire lifecycle of problems within an IT service environment. Its primary objectives are twofold: to proactively prevent the occurrence of incidents and to minimise the inevitable impact of those incidents. This process is integral to maintaining high service quality and reliability, ensuring that IT services run smoothly and efficiently.
Proactive Problem Management is a critical component of this process. It involves a detailed analysis of Incident Records, which is essential in identifying and understanding the underlying issues that could escalate into more significant problems. This proactive approach is not limited to reviewing past incidents; it also leverages data collected by various other IT Service Management processes. By analysing this data, it is possible to identify trends or significant problems that might take time to be apparent.
Proactive Problem Management is about foreseeing potential problems and taking pre-emptive actions to mitigate them. This could involve anything from minor tweaks in the IT infrastructure to implementing significant changes in how services are delivered. By identifying these trends and potential issues early on, the IT team can implement solutions that prevent these problems from occurring or recurring, thereby reducing the likelihood of incidents.
Problem management in lifecycle management shares many of the same aspects that it does in service assurance, allowing CSPs to implement processes and ensure they are continually compliant with industry standards.
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