Operations & Maintenance
A project can be successfully delivered into “live” production, but to get the maximum benefit from the implemented solution, it must be operated at top efficiency and it must be maintained in the best condition possible.
Efficiency is affected by many things, but one of the core factors is the quality and level of training received by the operational and support personnel — the quality and level should be maintained through the training of new hires as well as through regular refresher courses for existing personnel. Maintaining efficiency also includes being able to make additional adjustments and expansions quickly and cost effectively when rapidly changing business needs and priorities dictate.
Maintaining the solution in the best condition possible means keeping the software up to date, as well as maintaining and managing large, mission-critical enterprise software, such as OSS, in an optimal state of performance, availability, and scalability. This requires a very controlled, disciplined IT team that uses best practices and methodologies in the areas of change management, capacity management, configuration management, and multiple other areas defined in the ITIL® methodology.
Running a large enterprise environment with hundreds and thousands of concurrent users also means that when a problem does occur, the root cause needs to be identified quickly, and the appropriate fix needs to be determined and applied with minimal disruption to business. Achieving this requires a fully staffed and operational Help Desk and Level 2 support teams, as well as seamless cooperation with the partner’s Level 3 and Level 4 support teams for issues that require involvement of the core solution and core product team.
To address the operational, support, and maintenance challenges outlined above, Communications Service Providers (CSPs) need help from their solution delivery partners — such as NetCracker — who can provide a level of support perfectly tailored and seamlessly integrated with each CSP’s own support and maintenance organization.
NetCracker’s CMMI Level 3 certified services organization provides the full set of operations and maintenance capabilities demanded by today’s marketplace — one that covers solutions based on NetCracker’s own products as well as solutions based on third-party products.
NetCracker’s Operations & Maintenance services include a variety of services and activities covering the areas of Operations, Support, and Maintenance.
Operations: Operations is focused on supporting day-to-day solution use activities and includes services such as:
- New personnel training and refresher training
- Change Management
- Staff Augmentation
- Operational Assistance
- Data Management
- Knowledge Management
Support: Support is focused on providing support to operations personnel and ensuring that all issues are addressed quickly and efficiently including:
- Help Desk Level 1/Level 2
- Level 3 Solution Support
- Production Support
- Incident Management
- Problem Management
Maintenance: Maintenance is focused on keeping the solution in top condition and includes services such as:
- Capacity Planning
- Configuration Management
- Level 4 Product Support
- Compliance Management
- Facilities Management
- Third-Party SW/HW Maintenance
