Taking the Trouble out of Troubleshooting:
Clarus Systems Introduces “Three C’s” Approach to Isolate and
Manage IP Communication Problems Without Impacting End Users
Company’s Approach Helps Enterprises, SI’s and MSP’s
Build a Model for Successful Problem Management
REDWOOD Shores, Calif (April 22, 2008) - Clarus Systems, Inc., a leading provider of
integrated voice service management and testing solutions for IP Communication deployments,
upgrades and transformations, today launched a process strategy that enables clients to isolate
and manage problems without impacting end users.
"During all stages of the lifecycle of an IP Communication (IPC) system, a critical success factor
is a properly implemented and executed problem management strategy," explained Kevin
McGowan, Chief Technology Consultant at Clarus Systems. "Integrating troubleshooting
strategies which eliminate or minimize end user impact remains a pivotal component to ensure
the successful completion of daily projects and tasks required to optimize the total benefits of an
IPC environment."
McGowan believes that an effective, proactive IP Communication troubleshooting strategy
requires a foundation built on the three "C's" – Customer satisfaction, Cost management, and
Comprehensive problem management. By taking this approach, issues are reported, identified,
resolved and verified without impacting end users during business hours. He also notes the
industry status quo that continues to over-rely on end users during the problem management
process. Clarus Systems clients have seen positive outcomes for following the "three C"
principles in an IP-enabled environment including increased customer satisfaction, substantial
cost savings, and a framework for comprehensive problem management – all built upon the
strategic objective to employ a truly integrated IPC approach.
The company leverages their ClarusIPC Plus+ integrated management suite to adhere to the
three "C" approach. The first "C" increases customer satisfaction by focusing on problem
identification -- end users become the focus as the first rung on determining any functionality or
dissatisfaction issues. The second "C" concentrates on cost management by quantifying the
impact of an end user which enables support organizations to properly prioritize problems,
manage resources, and the client. Tying it all together, the third "C" in the company's process
eliminates the "trouble" from troubleshooting through a comprehensive problem management
strategy that builds a template for success and a methodical process to drive towards root
causes.
According to McGowan, the company differentiates its proactive troubleshooting methodology by
implementing a comprehensive configuration management process that focuses on two primary
areas – operational readiness/periodic baseline and change management. By embracing this
approach, an organization can identify and solve problems throughout the lifecycle, including
direct inward dial calls failures and improper gateway provisioning in routing tables and call
forwarding to off-network numbers, among others.
Clarus Systems believes that an enduring troubleshooting strategy is built on best practices for
deployment, and therefore utilizes active testing from an end user perspective to ensure expected
results are achieved without impacting existing voice services. The company has proven that
active testing also provides visibility into the availability and performance of voice service during
non-business hours.
"Operations teams must adopt problem management methodologies as an integral part of a best
practices strategy. In the end, Operations group members can rest peacefully without agonizing
about the number of calls and trouble tickets to expect on any given morning," McGowan
concluded.
For more information, download the complete white paper Taking the Trouble Out of
Troubleshooting: The "Three C's" to Isolate and Manage Problems Without Impacting End Users, authored by Mr. McGowan, at www.clarussystems.com/about/whitepapers/ProactiveTroubleshooting.pdf.
About Clarus Systems, Inc.
Clarus Systems, Inc. (
www.clarussystems.com) provides integrated voice service management, testing and monitoring solutions for IP Communication and Contact Center deployments, upgrades and transformations. Privately held and based in Redwood City, Calif., Clarus Systems is widely recognized for its award-winning application, ClarusIPC®, which maximizes system availability based on the company’s four pillars of automated testing, performance management, configuration management and business intelligence. Clarus Systems' management solutions ensure ongoing, validated telephony environments that empower unified communications. The company attributes its success to its roster of elite Global 2000 enterprises, system integrators, and managed service providers within the financial services, aerospace & energy, and public sector & education market segments.
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©2008 Clarus Systems, Inc. ClarusIPC® , Empowering Unified Communications, and the Clarus Systems logo are trademarks or registered trademarks of Clarus Systems, Inc. Other product or company names mentioned herein are the trademarks of their respective owners.
Company Contact:
Sally A. Egan
Marketing Director
Clarus Systems, Inc.
215-527-6849
segan@clarussystems.com
