Tivoli Netcool Service Quality Manager (TNSQM), Tivoli Business Service Manager (TBSM) and Tivoli Netcool Customer Experience Manager (TNCEM) have been packaged as the new Tivoli Netcool Service Quality Management Center (TNSQMC).
I’ll be talking at length about what Service Quality Management (SQM) really is later, but IMO the easiest way to think of it as Business Service Management (BSM) for the Engineering/Network focused groups of Communication Service Providers (CSPs) such as wireline/wireless telcos.
Traditional BSM still is very applicable to the enterprise side of CSPs and is a must have in supporting the business of being a telco by understanding the IT impacts on the many OSS/BSS systems that exist within these environments (billing, provisioning, fraud/revenue assurance, accounting, legal, HR, CRM/ERP, etc.).
Now what I’m trying to find out is what content is provided for creation of value oriented solutions within TBSM. I’d expect there to be templates, instances, rules, service models, scorecards, custom dashboards, layouts, launch in context actions, etc. available for various audiences (NOC, Eng, Mgmt, CustSvc, etc.).
Some backgrounders:
SQM Solution for Telcos
Tivoli Netcool SQM Service Solutions
Tivoli SQM Story
Tivoli Netcool Customer Experience Management
Service Assurance Demo Scenarios
IBM® Tivoli® Netcool® Service Quality Management Center V4.2 delivers:
- An integrated dashboard-based solution for service availability, service quality, service level agreement, and customer experience management.
- End-to-end Service Quality Management delivered via common visualization and reporting measures, and reports against key metrics to more effectively manage critical services.
- A rich set of extensible, off-the-shelf service-specific solutions for voice, video, and data services, which dramatically reduces total cost of ownership and accelerates time to benefit.
IBM Tivoli Netcool Service Quality Management Center is used to:
- View combined business and technology service indicators to quickly determine the impact of events on availability and performance.
- Discover root causes of quality issues throughout the service path, while helping your efforts to maintain aggregate service levels and SLAs.
- Get a detailed understanding of the individual subscriber experience combined with broader service quality trends.
- Share service quality and client information across multiple business units.
- Invest in modular architecture to help you address initial needs more cost effectively, and then expand as your requirements evolve.