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Trouble administration
The trouble administration module is an integrated function of the COMIT system that provides the ability to create and manage trouble reporting for your entire converged network (TDM, IP, and VoIP). The COMIT trouble administration function combines the trouble reporting, expert systems, and help desk functions into a single module.
COMIT trouble administration populates all known information about the station or the IP node; i.e. location, person, desktop equipment and configuration combined with cable information into the trouble report to reduce the time necessary for the help desk support staff in creating the report. That information kicks off the expert systems module to assist help desk support staff in the trouble resolution process to determine the next steps to the corrective action.
Expert systems
Expert or knowledge-based systems collect the small fragments of human know-how into a knowledge base to assist help desk staff to reason through a problem using the knowledge and information relevant to that particular report. That knowledge is captured by creating user-defined flowcharts of resolution steps from issues previously resolved by help desk staff, technicians, and administrators. Help desk support administrators can continually review and update those resolution solutions as necessary. Other expert systems can also create flowcharts of resolution steps, but flowcharts integrated with the COMIT database provides cable path, desktop configurations, and realtime trouble reporting information which significantly improves the resolution process. Documented resolution flowcharts assist administrators in reducing the time needed in training new help desk personnel. They also capture and document those difficult resolution steps from the highly experienced and skilled help desk support personnel to assist the new personnel in the difficult problem resolutions, allowing them to become fully productive in less time. That also assists the administrator in managing employee transitions.
Help desk
The information from the expert system, combined with the COMIT alarm management module in real time, provide help desk support personnel immediately with all the information possible to resolve problems as quickly and efficiently as possible. By more efficiently reaching a resolution, COMIT users improve productivity and reduce the costs of the help desk staff, and return the ultimate end user back to productivity sooner. For example, an end user may think they have a problem with their Microsoft® Outlook but actually the mail server is down or a cable is in repair from their building; or VoIP calls cannot be made because a SIP server is down.
The COMIT trouble administration function provides status to administrators on the entire converged network (TDM, IP, & VoIP) of both open and closed reports. End users are charged back to their departments for billable repair of telecommunication equipment or services. The COMIT system administrator will achieve improved end-user service and employee productivity, which drives reduced costs.
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