OSS Service Desk

The comprehensive Comarch OSS Service Desk (OSSSD) software, built on cutting-edge technology, enables engineers working in operations centers to resolve circumstances that could have an influence on subscribers and, as a result, the company's income stream. It is a specific workflow system that is concentrated on three essential procedures listed in the IT Infrastructure Library (ITIL®):

• Incident management
• Problem management
• Change management

This indispensable tool supports network and service operators in the rapid resolution of incidents in accordance with specific SLAs, efficient root-cause analysis of reported problems, and wise planning of changes in the network to minimize the impact on customers and business agreements. Comarch OSS Service Desk provides ultimate automation of root-cause and impact analysis via a flexible correlation engine and unique checklist mechanisms.

In response to market needs, a predefined solution for managing planned works has been incorporated in the product. Using shared components of the Comarch solution, we propose a dedicated process, itself called Planned Works.

Comarch introduced Info Management, a supporting product enabling better communication and exchange of information between process participants. Essential data can be stored in one place, and displayed in a clear and easy-to-follow manner for quicker resolution of issues.

OSS Service Desk is part of the Comarch Intelligent Assurance & Analytics Product Line, and closely integrated with other Comarch products such as Fault Management, Service Quality Management and Customer Experience Management. 

Comarch OSS Service Desk is also designed to provide an end-to-end solution with Comarch Field Service Management (part of Comarch OSS Suite). Comarch Field Service Management organizes the work of field engineers (workforce management), and can support manual tasks required to solve incidents, problems or perform changes managed in Comarch OSS Service Desk.

Standard Incident and Problem Management Processes