Automating fault management to reduce customer downtime

A leading African operator’s fault management team and change management office needed help reducing the impact on customer downtime associated with their alarm management and change request processes.

This company selected EXFO’s Nova Context (formerly EXFO Ontology’s) service impact analysis (SIA) and change impact and planning (CIAP) modules to automate the detection of conflicting change requests and their impact on one another.

The Nova Context deployment was completed on time, across four sprints. As a result, the following benefits were realized:

• Immediate notification if outage is caused by a change request
• Reduction in unplanned customer outages
• Reduction in operational costs associated with the maintenance of multiple operational service desk systems