Customer service testing

Background

An operator required their customers to be able to validate the status of their services. This would help reduce ‘diagnostic’ workloads on the NOC who could then focus on ‘fix’ activities.

Objectives

The We Are CORTEX team would create an automation to allow customers to verify the status of their service, and which would feed diagnostic information in to the ITSM solution (also leveraging CORTEX) to help correlate and enrich the trouble rickets

Solution

Once a service has been activated in the network, CORTEX executed a set of service-specific tests to ensure that the service is operating as expected.

The We Are CORTEX team made these tests available to customers directly via a self-service portal allowing them to take control of their own fault resolution.

Outcomes

20x NOC Engineers redeployed within business away from diagnostics.

9,600 hours per year of increased engineer availability.

60,000 alarms per month rationalised to less than 9,000.