RESOLVE Product Overview
RESOLVE is the best-of-breed software solution in the market for accelerated resolution of incidents. RESOLVE is ideal for Network and IT Operations centers with a very large scale of incidents with a strong business need for speedy and cost effective resolution of these incidents.
RESOLVE provides accelerated resolution through end-to-end automation capabilities as well as provides a fast and scalable solution for scenarios that have a large manual and human collaboration aspect to the resolution process, which typically forms the vast majority of incidents.
RESOLVE has revolutionized how incidents are handled for resolution for many businesses. One of the largest Internet Services Provider in the US has reported saving 20,000 L3 agent man hours annually by automating alert validation and diagnostics within the L1 resolution procedures. Another large IPTV service provider in the US has reported a monthly saving of $1.8M by enabling first call resolution with automation and process guidance.
How is RESOLVE different from other solutions?
Traditional approaches for incident resolution have involved using IT Process Automation (ITPA) tools or Knowledge Management Solutions. Both these approaches have not been able to provide an effective strategy for Network and IT operations centers
ITPA tools only address closed loop automation scenarios and fail to deliver when there are complex services or when resolution processes require manual or collaborative interaction, which is the case with a majority of incidents. Automation development is also a complex and costly effort requiring teams of specialized development teams and have failed to be an effective incident resolution tool for Operations centers.
Knowledge Management solutions are reactive in nature and don’t proactively resolve the incident before it becomes an escalation. Once an issue is escalated, the KM systems only allow a best effort search of relevant documents, but do not provide precise step-by-step and contextual guidance to drive resolution process for the L1 agent. This only leads to costly escalations and increased resolution times.
Resolve is the only Solution in the market that provides the end to end automation capabilities as well as provide a comprehensive set of tools to connect the L1 agent to the correct, context sensitive resolution procedure. Further Resolve revolutionizes the manual process by allowing embedded automations to dramatically drive human productivity within the manual process.
How does RESOLVE work?
Resolve provides a wide range of capabilities that makes it the best solution in the market for incident resolution.
RESOLVE Guided Procedures form the backbone of the incident resolution process. Rather than provide generic reference knowledge documents that are not used and difficult to maintain, RESOLVE connects L1 agents the right context sensitive resolution to resolve incidents without escalations. Capabilities include:
In addition to closed loop Automation, Resolve introduces the notion of “Human Guided Automation” where people, process guidance and automation come together to accelerate incident resolution and quicker, more significant value to be achieved from automation.
Resolve provides capabilities that support all human contributors (e.g. L1 agents, L2/L3 SMEs and Automation Developers) to seamlessly and contextually collaborate in the resolution lifecycle, both during the resolution process as well as process improvement. Key capabilities in Resolve supporting this pillar include the following:
Drawing deep insights from the nature of incidents and understanding gaps in the resolution process that need focus to drive further efficiency are essential to developing a solid resolution strategy. Capabilities in Resolve to address this area include:
Resolve does not look at maintenance as an offline activity performed periodically, but rather a core capability built into the use of the tool. The following are the capabilities in Resolve supporting this need.
RESOLVE is the right system for your organization if you're looking to:
Case Study: Resolve Software System Case Study
Case Study: Three UK
Case Study: Consolidated