Operations Management
PINNACLE Operations Management tools help organizations like yours eliminate costs by removing barriers among your service support operations. Your service delivery teams will be able to take advantage of simultaneous real time transaction management, all while maintaining the integrity of data records.
The PINNACLE Operations Management system is comprised of four main components: Service Desk Manager, Inventory Manager, Infrastructure Manager, and E911 Manager.
Service Desk Manager improves business insight by integrating all communications support processes within a single system, including electronic fulfillment, workflow routing, service order scheduling, and incidents reporting.
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You'll find that our Service Desk Manager's analytics extend far beyond traditional measures such as MTTR (Mean Time To Repair). By providing you with comprehensive lifecycle insight utilizing a wide array of reports and dashboards, you'll have the power to:
- Conduct efficient root cause analysis and eliminate recurring incidents through enforced issue categorization and standardized data entry requirements
- Measure service level performance and prioritize incidents via detailed start-to-finish audit trails of all workflow activities
- Monitor the operational and financial status of all service orders and incidents, including those associated with large, complex projects
- Manage service order dependencies, due dates, support times, and status updates
- Scorecard vendor performance against service level agreements (SLAs) to ensure that commitments are met
Inventory Manager automatically records all transactions to support simple, accurate analysis of inventory operations, from procurement through distribution and returns-even replacement of warranted items. Inventory Manager will help you avoid over or under-purchasing, and track your warranties and leases to help avoid penalties.
Inventory Manager will also help ensure that you're making the most efficient and effective use of all your physical communications assets by:
- Analyzing distribution and procurement statistics to help balance cost and revenue against supply and demand
- Recommending inventory levels based on business rule parameters defined by warehouse and management staff
- Enabling comprehensive financial analysis by tracking procurement costs and resale prices for every physical asset
- Tracking the configuration and status of all items being stored
- Providing immediate insight into the location and history of all inventoried items
Infrastructure Manager allows you to track every element of your communications infrastructure, from the outside and inside cable plant to the port assignment and availability of every network provisioning device.
Just as important, Infrastructure Manager ensures that all records are immediately updated whether they are modified from inside or outside the service order and incident management process. By maintaining a single, central repository of all documentation, you'll be able to:
- Establish a centralized framework for documenting your entire infrastructure
- Eliminate data corruption and reduce the resources required to synchronize disparate records
- Provide a unified real-time perspective on the status of all communication records
- Facilitate proactive availability management for all ports and cable plant components
- Enable cost-effective capacity management
- Rationalize audits of your communications infrastructure
- Automate updates and prevent corruption
E911 Manager alleviates manual intervention and manages the integrity of creating ALI (Automatic Location Identifier) E911 NENA transactions by:
- Automatically generating the appropriate Insert/Change/Delete ALI record
- Providing intelligent generation of transactions for telephone numbers installed at multiple locations
- Filtering extraneous records through flexible configuration options
- Providing a flexible schedule of file creation for uploading to carriers
- Maintaining a history of all transactions
For more information about Operations Management and other PINNACLE products, we invite you to read our PINNACLE technology brief.
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