Operations Wisdom Logging
Machine Learning/Artificial Intelligence (ML/AI) concept based on predefined events and user profiles provides the context of OWL toolset solution lifecycle, enabling additional value to customer experience during node or equipment maintenance.
Abstract
Good customer experience is one of the key success factors in today's information technology industry and digital transformation processes. High-class customer experience and more efficient business performance achieved through simplified processes with automated actions are building bricks of digital transformation which enables optimized performance. To that end, understanding and maintaining information through knowledge management process makes it easy to capture, query, find, reuse information, and learn from performed actions or events.Operations wisdom logging (OWL) toolset developed in Ericsson Nikola Tesla Group aims to improve customer experience by knowledge management process and by transforming it into suitable action flow. OWL toolset supports data collection and transformation of analyzed data from information to knowledge required for making sensible decisions. OWL solution comprises a single access connection point with clientless remote access to any remote node which requires daily maintenance. Passive data logging during remote access is transformed into consolidated information and knowledge ready to integrate with any information technology service management (ITSM) solution with quick search engine empowered by optical character recognition (OCR).Machine Learning/Artificial Intelligence (ML/AI) concept based on predefined events and user profiles provides the context of OWL toolset solution lifecycle, enabling additional value to customer experience during node or equipment maintenance.