Today's telco market ist more competetive than ever before. Excellent customer service and the high availability of all network components rank among the critical factors for a successful telco operator. A fast identification of failures and efficient trouble shooting is essential.

The current situation for international operators is characterized by national branches with herterogeneous IT environments. This requests an optimization of information flows between company's subsidiaries. Multi-vendor equipments must be covered by technical solution.

Ascom's proposed solution for a company-wide Trouble Ticketing & Work Order System (TTWOS) is based on the BMC Remedy Action Request System (ARS). The enhanced functionalitys of TTWOS offers additonal concepts, features, functions andd assets like:

• Hierachical ticket concept
• Gerneric ticket state model
• Multi ticketing
• Splitting and Merging of tickets

A tailor-made system like TTWOS has major advantages compared to standard packages.

TTWOS

• is a telco type business support system and incorporates accepted and field tested best practices.
• is fully customizable and adaptable to existing telco business processes.
• is tailored to the needs of internationally-acting telco operators
• offers only functions to the user that are actually required, with the effect of reduced cost for the user help desk.

TTWOS can be used in the Call Center (Customer Care) as well as in the NOC and also by the field service.

TTWOS ist targeted for a multi-vendor environment and can be integrated with serveral systems.