NOS is a Portuguese communications and entertainment group that offers fixed and mobile state-of-the-art solutions, television, internet, voice and data for all market segments.
Challenge
Implementing a solution in a phase of analysis and process consolidation to reorganize information for service management, both technically and customer-oriented.
Technology Solutions
Utilized BMC ITSM 9.0 technology to develop and implement the Kosmos solution, which included new components like the CMDB loading and the creation of an impact module for automatic information consolidation from various sources, enabling better service management and reporting capabilities.
This solution was originally implemented in a phase of analysis and process consolidation, introducing new components that enabled a new organization of information for service management, both technical and oriented to the end customer.
Some examples of these changes are the CMDB loading and the creation of an impact module based on the automatic consolidation of information from various sources, allowing to measure which were the repercussions, by number of clients, resultant from the unavailability of equipment, circuits, and any other.
A new reporting universe was born, particularly created to meet the corporate needs for availability indicators based on information generated by the technical teams.
