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White paper: Trouble to resolution: fewer and faster
01 January 2012
Trouble-to-resolution is one of the few telecom processes for which less is more. Some of its most positive metrics are those showing negative growth — troubles, dispatch, call centre costs, handling and repair time, SLA penalties
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Telcordia
SLA
metrics
trouble to resolution
trouble ticket
This white paper from Telcordia offers a strategy for trouble-to-resolution that is designed to achieve those positive metrics in our next generation, converged industry. The goals, we argue, are not only to speed resolution, but, more importantly, to reduce the number of troubles that enter the process in the first place.
Download this white paper (PDF, 538k) from here