Telecom management service system
Methods and a system to provide telecommunications management services are provided. A method includes receiving a service request for change management or servicing a telecommunications equipment item, classifying the request to determine a policy associated with the request, determining customized workflows for executing the policy and servicing the request, identifying transactions required to service the request, and monitoring execution of the transactions until completion.
1. A computer-implemented method for processing service requests for servicing telecommunications equipment in an enterprise performed by at least one processor, the method comprising the following operations:
receiving, by an enterprise computing system in an enterprise network, a request to activate a telecommunication service for an equipment item in the enterprise network, wherein the equipment item is assigned to an employee of the enterprise, and the telecommunication service is provided by a telecommunication provider external to the enterprise;
determining, by the enterprise computing system, a role of the employee in the enterprise based, at least in part, on information from a human resource department of the enterprise;
determining, by the enterprise computing system, a type of telecommunication service based, at least in part, on the request for the telecommunication service;
classifying, by the enterprise computing system, the request based on at least one of the employee role and the service type, wherein the classification includes determining one or more policies for servicing the request;
implementing, by the enterprise computing system, a workflow for obtaining approvals for the request from one or more employees of the enterprise;
determining, by the enterprise computing system, in accordance with the one or more policies, one or more additional workflows for completing the request including identifying at least one of an enterprise resource or a third-party resource for executing at least a portion of the one or more additional workflows;
determining, by the enterprise computing system, transactions associated with the one or more additional workflows; and
upon receipt of approval,
dispatching, by the enterprise computing system, the transactions for execution including transmitting a service request to the external telecommunication provider and an internal request to one or more departments in the enterprise; and
monitoring, by the enterprise computing system, completion of transactions by the external telecommunication provider and one or more internal departments including notifying the employee assigned to the equipment item that access to the telecommunication services using the equipment item has been established for future access.
2. The method of claim 1 wherein receiving the request includes receiving the request through at least one of a telephone call, a webform, an electronic message, or a form.
3. The method of claim 1 wherein classifying the request includes determining a type of request.
4. The method of claim 3 wherein classifying the request includes determining a policy associated with the type of request.
5. The method of claim 1 , wherein determining the employee role includes determining a profile associated with the employee assigned to the equipment item.
6. The method of claim 1 , wherein determining the employee role further includes retrieving information from a human resources database of the enterprise to classify the employee.
7. The method of claim 1 wherein implementing a workflow for obtaining approvals for the request includes determining approval logic for the request.
8. The method of claim 7 wherein determining approval logic includes determining particular approvals or partial approvals required based on information associated with employee assigned to the equipment item.
9. The method of claim 8 further comprising retrieving from a human resources database the information associated with the employee.
10. The method of claim 1 wherein determining transactions associated with the additional workflows includes determining physical transactions that need to be completed.
11. The method of claim 1 wherein dispatching the transactions for execution includes providing a queue of transactions that are to be executed by an automation system in the enterprise.
12. The method of claim 1 wherein dispatching the transactions includes downloading transactions from a queue to an automation system for execution.
13. The method of claim 1 wherein monitoring completion of all transactions includes tracking performance of service providers executing transactions.
14. The method of claim 13 wherein monitoring includes rating service providers based on the performance tracking, the ratings being used to select particular service providers for execution of given transactions.