Problem Management

NUVO Problem Management Services

When we our automated systems identify a problem and generate a problem ticket our 24x7 operations team begins the resolution process. Using the information we have collected by monitoring your systems we usually have all we need to know in order to find a solution. In the cases where we need additional data, our experts will work through the process of problem isolation and identification.

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Resolving problems often requires our experts to contact third-party vendors (such as carriers or service providers) to get the problem resolved as quickly as possible. NUVO maintains and updates all problem incident information and provides real-time access to problem tickets via MAXadvantage. This gives you the ability to see the exact status of every problem at any time, and it provides a complete and comprehensive record of all problem related activities, which allows both you and NUVO to perform problem analysis and find ways to improve the availability and reliability of your infrastructure.

Incident Dashboard

NUVO MAXadvantage allows you to view specific problem tickets and get reports that help you to analyze past problems. The problem dashboard displays a summary view of all of the problem types for the past 30 days. You can adjust the time period and the type of information displayed to suit the analysis you need to perform. The dashboard also allows you to quickly locate specific tickets and zoom in on categories of tickets for more detailed examination.

Time-to-Resolution Dashboard

When reviewing a specific problem ticket you can easily see a summary of the time taken during each phase of the ticket and you can quickly identify the current state of the ticket. You can also review the specific steps and notes that have been entered by the NUVO operations team to understand what has been done and what is still remaining. As problem resolution proceeds, the team updates the ticket as they happen. In addition, you can add your updates and information to the tickets when required. This real-time, uncensored updating of the tickets provides not only a valuable tool for you to see what is happening on open tickets, but also provides information needed for post-problem analysis and can be used to help identify process changes that will improve overall infrastructure availability and reliability.

Problem Summary Report

In addition to reviewing specific tickets, you can also produce summary reports of tickets by various categories, such as problem type or location. These reports are very helpful in isolating problem areas that need to be addressed.

For more information, please contact a NUVO expert today by email or (613) 721-6886

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