Model-Driven Diagnostics for Telecommunication Support Platforms
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Conventional methods for resolving customer and network support issues in the telecommunication domain require expertise and are time-consuming, often involving disparate techniques that are inflexible and context-neutral, leading to high costs and prolonged problem resolution times.
Innovation Solution
A model-driven approach is implemented in an integrated support platform using knowledge models built by experts to enhance ticket context and facilitate quick problem isolation and resolution, leveraging domain-specific modeling and information from various application sources to derive diagnostics and create efficient execution plans.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If conventional troubleshooting methods using disparate techniques are used, then problem resolution can be achieved, but the process is time-consuming and requires high expertise
Solution Approach 1:
The troubleshooting process is segmented into discrete diagnostic tests organized in execution plans. Each test targets specific failure modes and components, breaking down the complex problem-solving process into manageable, systematic steps that reduce time while maintaining effectiveness.
Solution Approach 2:
Knowledge models are built in advance containing pre-defined diagnostic tests, failure modes, and execution plans. This preliminary structuring of troubleshooting knowledge enables rapid problem resolution by eliminating the need to devise diagnostic approaches during actual incidents.
2Reliability
If experienced engineers capture best practices during initial service rollout, then troubleshooting knowledge is established, but the lead time for customer support readiness is extended
Solution Approach 1:
The system performs preliminary action by automatically generating knowledge models from service definitions before services are deployed. This eliminates the sequential dependency where support teams must wait for experienced engineers to manually capture best practices, thereby reducing lead time while maintaining knowledge quality.
Solution Approach 2:
The manual mechanical process of engineers capturing and documenting best practices is replaced with an automated system that generates knowledge models from service definitions. This substitution eliminates the time-consuming manual knowledge transfer process while preserving the quality of troubleshooting knowledge.
3Ease of manufacture
If network support and customer support use separate troubleshooting approaches, then each domain can be optimized, but knowledge sharing between domains is lost
Solution Approach 1:
The knowledge model framework provides universality by serving both network support and customer support functions through a single unified structure. The same knowledge models containing diagnostic tests and execution plans can be applied across different support domains, enabling knowledge sharing while maintaining domain-specific applicability.
Solution Approach 2:
The system merges previously separate network support and customer support troubleshooting approaches into a unified knowledge model framework. This combination allows both domains to benefit from shared knowledge while retaining the ability to optimize for their specific requirements through the flexible execution plan structure.
Data Source
AI summary
A method to perform a diagnostic test in an integrated support platform having a plurality of services is disclosed. The method includes a process of building at least one or more knowledge model for each of the plurality of services in the integrated support platform. The process of building the knowledge model includes determining one or more failure(s) of each component and at least one associated symptom to identify the one or more failures and constructing a framework for the diagnostic test associated to the one or more failures. The framework comprising the diagnostic test may be created by at least one of an execution plan based on the most efficient path for determining the failure. The method further includes performing the diagnostic test for resolving one or more failures of each component by using the framework based on the built knowledge model for the plurality of services.