Micromuse, a US-based provider of service and business assurance software, announced on December 17, 2002, that Telenor has deployed an IT infrastructure management solution based on Micromuse's Netcool suite. The telecommunications company in Norway is focusing on cost reductions, and claims the Netcool-based solution is an important contribution to that goal.
Mr. Arne Grini, Project Manager, Telenor Networks, said. "Alarms from the network are filtered, prioritized and enriched by the Netcool-based solution, then integrated with customer care processes to enable a more responsive and intelligent approach to service management. We were able to demonstrate the Netcool-based solution's return on investment and business value through a reduction in operational expenditures."
Telenor is implementing the Netcool-based software in its networks division to collect and consolidate status data from 200 Ericsson and Alcatel switches and to help automate the identification and prioritization of service-affecting alarms. This solution integrates with Telenor's automated call handling system to inform customers about what the problem is and when it will be fixed, negating the need for the call to be answered by a human operator. The Netcool-based solution also gives detailed diagnostic information to customer care staff when a fault cannot be reported automatically, and when possible, the solution attempts to resolve the problem before it affects a customer.
"Micromuse's Netcool solution had demonstrated its ability to provide mission-critical service assurance in several different divisions of Telenor in the past, but we were pleased to deliver on the challenge of infrastructure management on the customer services network as well," said Richard Lowe, Micromuse's Senior Vice President, Europe, Middle East & Africa. "Telenor is an excellent example of a carrier that is implementing technology to both reduce operational costs and improve customer service."
