By Chris Burdick, VP Product Management NMS, and Guy Adams, VP Systems Architecture NMS
During this blog series, we’re taking time to explore iDirect’s vision for what an ultimate Network Management System (NMS) should look like and how it should positively impact your business. In the last post, we reviewed the importance of a well-designed NMS to operational productivity.
Another critical function of an NMS is to extend service plan knowledge to end users. It’s common today for an NMS to provide limited network visibility. However, a customer portal must be more than just a window to the network; it should also allow customers to actively manage their service.
A customer portal must enable customers to view real-time data and bandwidth utilization reports and interact with the network through self-service features, such as scheduling additional bandwidth for a big event or requesting changes to their service plans.
The NMS should also be a means by which service providers develop additional, differentiated offerings for their customers. Through Web Service APIs, service providers can leverage the NMS to create a broad variety of tailored apps that meet unique end user or market needs. For example, an app can offer customized reporting tools for a captain on a cruise ship, or enable a utilities field engineer to find the location of deployed equipment along an oil pipeline. Turning knowledge about how customers operate into innovative service features can deliver unique value and build customer loyalty. Read More