Fault and service management applied to broadband company

Broadband Company

Main Challenges

  • Centralize and evolve fault and service management operations to support aggressive market growth
  • Consolidate information coming from several monitoring and management systems of the NOC
  • Implement a centralized CMDB that contains information of equipment and network topology that are critical to the operation

Implemented Solution

  • Consolidate alarms from the access network, routers, servers and backbones into a single platform (MoM – Manager of Managers) based on IBM Netcool Omnibus
  • Correlate events using IBM Impact
  • Automate incident and change management processes using BMC Remedy ITSM and ITIL best practices
  • Prioritize incidents based on the amount of affected customers
  • Establish rules for escalations using Service Level Management
  • Implement a CMDB that supports incident and change management processes
  • Discover network elements and the topology of the access network
  • Load the CMDB with information about network equipment and relationships to support incident management, change management and root cause analysis
  • Automate key performance indicators management and visualization through operational and business dashboards using Icaro Tech Advance Dashboards

Achieved Results

  • Reduction of 75% in the MTTR (Mean Time to Repair) since the implementation of the incident management solution (from July to November 2015)
  • Reduction of 35% in the fault MTTD (Mean Time to Detect) with the centralization and normalization of events (from July to November 2015)
  • Integrated management of the overall infrastructure from a single interface, providing a standard operation regardless on the source of the alarms
  • Higher levels of service visibility through operational dashboards
  • Performance indicators automation
  • Service management disciplines (incident and change) adherent to ITIL best practices


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