Trouble Ticketing2018-07-27T15:25:21+00:00
Ni2 Solution

Smarter, Faster Problem Resolution

As Network services become increasingly more complex, customers expect more in terms of speed, performance and reliability.  Network operators should rely on a Trouble Ticketing solution that provides them with agility and efficiency for optimal response to their customers and meeting the most demanding SLA.

As Network operators expand and diversify their operations, all domains should be managed by one technology platform, where relations and dependencies are documented and knowledge is shared by all, especially when they’re resolving issues and deploying solutions and changes.

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Ni2 Solution

Advanced Root Cause Analysis

Ni2 Trouble Ticketing is an open, scalable, and flexible solution that offers all the tools to resolve incidents and problems with intelligent root cause, predictive, and impact analysis.  Built on open, technology-agnostic platform, Ni2 Trouble Ticketing is connected to the most complete service and resource inventory, including all relations and dependencies across all domains. The Ni2 service decomposition allows users to view a services, the make-up and all relations to other services.

This results in an unprecedented visibility and knowledge that allows for more efficient problem resolution, change implementation, and service assurance processes required of today’s leading Service Providers.

Ni2 Solution

Advanced Root Cause Analysis

Ni2 Trouble Ticketing is an open, scalable, and flexible solution that offers all the tools to resolve incidents and problems with intelligent root cause, predictive, and impact analysis.  Built on open, technology-agnostic platform, Ni2 Trouble Ticketing is connected to the most complete service and resource inventory, including all relations and dependencies across all domains. The Ni2 service decomposition allows users to view a services, the make-up and all relations to other services.

This results in an unprecedented visibility and knowledge that allows for more efficient problem resolution, change implementation, and service assurance processes required of today’s leading Service Providers.

Screen Fulfillment
Ni2 Solution

Ni2 Platform

Ni2 Trouble Ticketing is powered by Ni2’s technology-agnostic software platform, an innovative object model that enables the most advanced topological analysis. Service providers are able to quickly model, and simplify the complexity of their infrastructure, in order to view relations and dependencies between resources and services, from the infrastructure layer (logical and physical) to the business layer.

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Ni2 Solution

Ni2 Platform

Ni2 Trouble Ticketing is powered by Ni2’s technology-agnostic software platform, an innovative object model that enables the most advanced topological analysis. Service providers are able to quickly model, and simplify the complexity of their infrastructure, in order to view relations and dependencies between resources and services, from the infrastructure layer (logical and physical) to the business layer.

Learn more
Approach
Ni2 Solution

Ni2 Trouble Ticketing Components

ITSM Reports and Dashboards

Reports and Dashboards

Ni2 gives service providers the power of data and analytics, by providing the right stakeholders the information needed for  cost-effective and successful service delivery.

  • Generate and distribute performance and customized reports

  • KPIs on performance: average response time or by teams

Ni2 Solution

Ni2 Trouble Ticketing Components

ITSM Reports and Dashboards

Reports and Dashboards

Ni2 gives service providers the power of data and analytics, by providing the right stakeholders the information needed for  cost-effective and successful service delivery.

  • Generate and distribute performance and customized reports

  • KPIs on performance: average response time or by teams

Incident Management

Accelerate incident resolution and service restauration with end-to-end lifecycle management of incidents. Ni2 Incident Management helps streamline, even automate the steps required to resolve incidents.

  • Choose the right help desk channel for your customers: Help desk, email, or an Ni2 customized portal to automatically create and document an incident

  • Direct incidents to the right people, with predefined escalation triggers

Problem Management

Rapidly identify root causes of problems and proactively prevent future service disruptions. Ni2 provides insight on resources and services relations and dependencies for quick and efficient analysis, as well as documents solutions and workarounds.

  • Consult ticketing history of resources for analysis

  • Assess faulty equipment and make sound decisions

  • Proactively schedule changes from within any problem

Incident Management

Accelerate incident resolution and service restauration with end-to-end lifecycle management of incidents. Ni2 Incident Management helps streamline, even automate the steps required to resolve incidents.

  • Choose the right help desk channel for your customers: Help desk, email, or an Ni2 customized portal to automatically create and document an incident

  • Direct incidents to the right people, with predefined escalation triggers

Problem Management

Rapidly identify root causes of problems and proactively prevent future service disruptions. Ni2 provides insight on resources and services relations and dependencies for quick and efficient analysis, as well as documents solutions and workarounds.

  • Consult ticketing history of resources for analysis

  • Assess faulty equipment and make sound decisions

  • Proactively schedule changes from within any problem

Change and Release Management

Ni2 Change Management features ensure that standardized methods and procedures are used for efficient and prompt handling of all resource changes. This results in minimal impact on service quality, and consequently improved the day-to-day operations.

  • Impact analysis ensure all changes are deployed according to the highest service quality

  • Pre-established procedures that validated by authorized people

  • Help enforce change control in order to reduce risks related to changes

Request Management

Ni2 Request Management streamlines service delivery and offers service providers with a consumer-like experience through a single service portal. Ni2 Request Management reduces service deliver cost with automated workflows, rules and approved processes, as well as increases customer satisfaction with reduced risk of errors.

  • Provide customers with an engaging portal complete with catalog of predefined and services

  • Customers can track their requests throughout the approval and delivery process

Knowledge Management

Accelerate resolution times with the Ni2 Knowledge Management and help minimize service disruption, problems’ impact to the business. Ni2 Knowledge Management allows to publish solutions and workarounds in a shared knowledge base.

  • Capture, classify, and package knowledge for users to access on demand

  • Let stakeholders query by incidents and solutions

Change and Release Management

Ni2 Change Management features ensure that standardized methods and procedures are used for efficient and prompt handling of all resource changes. This results in minimal impact on service quality, and consequently improved the day-to-day operations.

  • Impact analysis ensure all changes are deployed according to the highest service quality

  • Pre-established procedures that validated by authorized people

  • Help enforce change control in order to reduce risks related to changes

Request Management

Ni2 Request Management streamlines service delivery and offers service providers with a consumer-like experience through a single service portal. Ni2 Request Management reduces service deliver cost with automated workflows, rules and approved processes, as well as increases customer satisfaction with reduced risk of errors.

  • Provide customers with an engaging portal complete with catalog of predefined and services

  • Customers can track their requests throughout the approval and delivery process

Knowledge Management

Accelerate resolution times with the Ni2 Knowledge Management and help minimize service disruption, problems’ impact to the business. Ni2 Knowledge Management allows to publish solutions and workarounds in a shared knowledge base.

  • Capture, classify, and package knowledge for users to access on demand

  • Let stakeholders query by incidents and solutions

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