Ticket Life Cycle Management

Trouble to resolve is an area that has high financial and competitive impact for communication service providers. HCL has rich experience and expertise in this area with our motto being first call resolution, proactive monitoring and remediation.

At HCL, our services in the TCLM area include BPO and infrastructure services, and application technology services. In the BPO and infra segment we provide both L1 and L2 support services.

Our L1 support services include:

• User management
• Technical help desk
• Application monitoring

Our L2 support services include:

• Process remediation
• Administration
• FAB production support
• CPE firmware upgrade
• OTA support
• Incident and issue management
• Analytics

In the application technology area we offer development and testing services, and ADM and ASM services.

The development and testing services we offer include:

• Interoperability
• Hardware optimization
• Firmware redesign
• Vendor management

The ADM and ASM service we offer are:

• Enhancements rollout and implementation
• Migration
• Upgrade and optimization
• Change management
• Simulation and prototyping

HCL telecom competencies in the TCLM segment comprise:

• ITIL/TMF based management
• COPC for process monitoring
• Integrated help desk
• Dashboards
• Integrated activity and business monitoring
• Operations tools
• Business process mapping and simulation

The potential benefits for our TCLM customers are:

• Over 50% reduction in cycle time
• 99% system uptime
• 10% reduction in churn in year 1
• Near 0% risk in applications operations