Configuration - ReSOLV - HandsFree Networks
Console configuration: rapid turnaround support automation
DARTs provide the full benefit of support automation, but require some setup and testing. While a DART is being developed for a common issue, console configuration can provide a "semi-automated" solution that gives much of the benefit of support automation with less relative effort.
The process works like this:
- A trend is discovered, either through end user calls or some of the "general" notification mechanisms.
- The specifics of the trend are identified by examining the event data related to the issue.
- A solution for the issue is proposed and tested, using existing configuration-style DARTs to apply the solution.
- The solution is added to the support knowledge base, as a description of how to use the DARTs.
- A notification is set up to alert support staff of the issue, based on the event data related to the trend. The notification is tied to the new knowledge base solution entry.
- The support staff uses the knowledge base entry to respond to future instances of the notification.
- Both the automated notification and the knowledge base solution are refined based on additional conditions and parameters that arise during actual use.
The database of support information developed by this process has several immediate benefits:
- It leverages support effort across the universe of devices under management.
- It replicates support expertise in a structured and reliable way.
- It provides well specified solutions that are tested.
- It serves as a basis for developing DARTs that focus on the most urgent issues.
The feedback loop introduced by the addition of console configuration items like this serves as a powerful multiplier of the support effort, as well as a guide to ensure that DART development is driven by the most urgent issues.