Network Service Problem Management System
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Solution Overview
Problem
Network-based services are vulnerable to outages and disruptions due to complex infrastructure, and customers lack the sophistication to troubleshoot issues effectively, relying heavily on service providers for repairs.
Innovation Solution
A system architecture with multiple layers and domains that facilitates customer reporting and agent-assisted problem resolution, incorporating self-healing capabilities, knowledge management, and integrated diagnostic tools to streamline troubleshooting and repair processes across various network-based services.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If service providers implement extensive network infrastructure and customer premises equipment to provide broad array of network-based services, then service capability and versatility are improved, but vulnerability to outages and disruptions increases
Solution Approach 1:
The system performs preliminary actions by proactively detecting service disruptions through automated monitoring before customers experience significant impact. The problem management system continuously monitors network services and automatically generates trouble reports, enabling early intervention and resolution.
Solution Approach 2:
The system implements feedback mechanisms where automated monitoring continuously reports on service status, and this information feeds back into the problem management system to trigger appropriate responses. The system tracks problem resolution status and uses this feedback to improve future detection and response capabilities.
2Ease of operation
If customers rely on service providers for troubleshooting and repair of network-based services, then ease of operation for customers is improved, but productivity of problem resolution decreases
Solution Approach 1:
The system enables self-service by automatically detecting service disruptions and generating trouble reports without requiring customer intervention. The automated problem management system performs initial troubleshooting actions and only escalates to customer service representatives when necessary, significantly improving resolution efficiency.
Solution Approach 2:
The problem management system acts as an intermediary between the network infrastructure and customers. It automatically monitors service status, detects problems, and manages the troubleshooting process, reducing the need for direct customer-provider interaction while maintaining high resolution efficiency.
3Productivity
If a comprehensive problem management system with multiple layers and domains is implemented, then problem resolution capability is improved, but device complexity increases
Solution Approach 1:
The problem management system is segmented into distinct functional layers and domains, each responsible for specific tasks. This modular architecture includes separate components for problem detection, trouble report generation, automated troubleshooting, and escalation management, making the complex system manageable and maintainable.
Solution Approach 2:
The problem management system is designed as a universal platform that can handle multiple types of network services and problems through a single integrated architecture. The system provides multi-functional capabilities including monitoring, detection, reporting, automated troubleshooting, and escalation management within one unified system.
4Productivity
If automated problem detection and self-healing capabilities are implemented, then productivity of problem resolution is improved, but device complexity increases
Solution Approach 1:
The system implements self-healing capabilities where automated processes detect service disruptions, generate trouble reports, and attempt resolution without human intervention. The automated problem management system performs self-service troubleshooting actions based on predefined protocols, significantly improving resolution speed while keeping the automation architecture manageable through rule-based approaches.
Data Source
AI summary
A method includes receiving a problem report from a customer via an access interface of a plurality of access interfaces at a first horizontal layer of a problem management system, wherein the problem report indicates that the customer is having a problem with one of the network-based services, receiving a request from the customer for self-service problem resolution via the access interface, identifying a workflow related to the problem, obtaining the workflow from a second layer of the problem management system, providing a diagnostic tool to the customer via the access interface, according to the workflow, and providing the diagnostic tool to an agent via another access interface after the customer contacts the agent.