Problem Management
Your Complimentary Problem Management Partner
We bring you the missing part to complete the picture.
…Was born out of our years of experience in Processes and Quality, KPI Management, Problem Management and Operations Management in the Belgian Telecom market.
We believe that Problem Management, that is tackling systemic operational problems, endemic and recurrent failures, is central to a healthy, sustainable business.
For us Problem Management is a way of working, not a process vertical.
We believe that pinpointing and tackling root problems admits no shortcuts, and see that currently there’s a lot of inefficiency and wasted time and effort, drastically clouded and multiplied by the adoption of AI.
Our belief is that proper Problem Management lies on 3 pillars, regardless of the tools (including AI), and is only efficient when all 3 are met:
- 01
Understanding of the specificities and dynamics of the relationship with the client on top of the contracts governing the performance such as MSA, SLA and OLA.
- 02
Real world experience in the local market.
- 03
Trustworthy data.
This stands regardless of the tools, and a meaningful result is always context based: a human judgment.
It’s well understood that as soon as a Network Incident is Major one, or is Recurrent, it triggers Problem Management Process, both in ITIL and eTOM (as well as vendor specific MSTOP in Managed Services), then it’s flagged and routed for deeper analysis: It becomes a Problem.
The tools for analyzing problems have become increasingly powerful and sophisticated, yet they (still) fall short on:
- 01
The “Why” or going beyond first order RCA (Root Cause Analysis)
- 02
Holistic approach or the country particularities.
- 03
The blind spots or legacy parts of the network (Transmission, nodes, repeaters, different vendors, etc.)
We believe that only by having a single authority with oversight on the whole flow from data gathering all the way to contract and process management can a proper and efficient tackling of root causes take place.
In other words, it’s the job of a single senior entity, that also allocates time for diving into technical details.
And that’s where we step in.
The Experience
We bring years of experience in the local market, having interfaced with virtually every service provider and big player in Belgium, from the fiber provider all the way to the vendors and operators, we have built an end-to-end knowledge base we can tap into for deeper analysis and subtle nuances.
The Historical Dimension
We have hands-on experience in data management, coupled with AI capabilities for clustering, correlation, drafting and retrieval, but it didn’t start here: our expertise stretches back to the days of DT dumbs and CSV extracts. Throughout the years we’ve lived every major incident in the Telecom market first hand, learned about the failures as well as the success stories, and the technology that’s evolved along.
The Local Presence
As a purely local player fully hosted in Brussels, we comply with EU data privacy and security directives. In fact, your data will never have to leave your own premises.
The Offer
We offer 2 kinds of services, strictly for the Belgian market:
- 01An enrichment feed of structured context on top of Incident/Problem Management Platforms.
- 02The full Problem Management stream as a service.
Contact
Contact us
Our promise: to engage openly, honestly, and build together. (& we write our own emails AI-Free!)
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