eB is a next generation service automation solution that combines historic performance monitoring data with real-time performance tracking, diagnosis & analysis, thereby facilitating proactive service delivery.

eB uses Internet and wireless technologies to capture events from servers, devices and applications, collaborate them with organizations. Business rules, and transmits the events to the concerned personnel.

eB performs Event Management (Contact Management, Event Notification and Event Resolution) and Performance Monitoring, thereby guaranteeing availability and through put of the equipment.

The FIS product automates the entire service delivery process, which ensures that resources are prioritized to meet service criteria specified by the user to avoid financial penalties. It then searches for, identifies and dispatches field engineers based on preset business criteria.

The system also can automatically notify managers under pre-identified circumstances (for e.g. a field engineer has to be dispatched to a customer holding a platinum SLA within 10 minutes of receiving the call).

The product offers this rich set of capabilities through a standard Web browser or a simple wireless interface on a PDA. It also connects to the client's database and has the capability to generate reports, including the ability to correlate service activities with the financial impact they may have on the organization.

All costs incurred in performing a task for a customer, whether internal or external, are captured. This enables accurate monitoring of the financial implications of all actions, relationships and performance measures.

Evolving markets and technologies create great opportunities, but they can also exhaust company's resources. To be able to deliver services rapidly and pursue new business opportunities, companies need to streamline the management of ever-changing business processes, controls and systems. Companies are therefore compelled to create more efficient business processes to deliver services and thereby realize significant revenue potential and competitive advantage.

As with service delivery, flow-through service assurance processes are essential to manage services to meet customer expectations. Service assurance systems for managing equipment faults and performance can identify problems and co-relate them with their causes as well as track performance trends and use them for planning.

Typically in the networking industry for e.g., converging networks and services make service assurance a real challenge as the number of resources, systems, networks and protocols grow exponentially.

But while technology is driving the evolution of the business environment, it hasn't provided significant solutions for some of the core processes that business depend upon.

Processes with a customer centric focus such as service management / performance management etc, are still people-to-people processes that involve the distribution, review and evaluation of the information, which in turn is handled in manual approach, i.e. either through email or telephone etc.

Delivering consistent levels of service and support is one of the biggest challenges companies are facing today as companies increasingly adopt the service centric. Strategy i.e. they don't sell their products; they sell the services associated with the product.

Significant cost savings - TCO, Repair costs, MTTR / MTTB Customer Satisfaction through enhanced service delivery Financial rewards through better SLA / SLE management Reduced support cost and overheads

• Anticipates and allows for easy mapping of Service Enabled. Client-specific Business Processes, including Service Measurement, Service Events with Triggers and Interventions defined, Event/Trigger based integrated escalation to a hierarchy of Service Specialists, Levels of Equipment Self-Diagnostic Intelligence and Closure of Service Events (including Notification, Learning, and Follow Up).

• Based on Open Standards, allowing for quick implementation while providing for sufficient customization to make it adaptable for very demanding and specialized organizations and cultures.

• Real Time, to enable significant compression of service cycle times.

• Scale-able.

• Service Ready Architecture designed to reduce the last mile/last transaction. Problem at both ends of the service cycle: Notification and Closure.

Value Added Components     SLA/SLE K- RESOURCE PERFORMANCE MONITORING RESOURCE MANAGEMENT DIAGNOSTICS

Support Components     CUSTOMER CARE DATA ANALYSIS BACK OFFICE INTEGRATION Q/A, PUBLICATION, TRAINING INVENTORY / WHSE MANAGEMENT