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generationE Technologies Announces New Social IT Process Automation Solution to Improve Customer Care and Expedite Mean Time to Resolution for Wireless and Telecommunications Service Providers





Chicago (PRWEB) October 26, 2011

generationE Technologies, a global IT process automation (ITPA) software and solution provider, today announced its new Resolve Event Management Automation (EMA) solution designed to help wireless and telecommunications service providers improve efficiency and respond faster and more effectively in areas such as customer care and network operations. Resolve EMA will be on display for the first time this week at 4G World, in the generationE meeting room (#N228-North Hall Level 2).




Featuring easy-to-use, point-and-click event automation capabilities combined with innovative, social collaboration tools, Resolve EMA makes use of wikis to infuse new levels of intelligence and collaboration into event and incident management, resulting in improved mean time to resolution (MTTR) and increased IT efficiency.

Through the use of dynamic knowledge repositories, interactive tools and a built-in event catalog that automates hundreds of routine operational tasks, the solution empowers engineering teams to immediately diagnose, triage and remediate network operations center (NOC) and enterprise IT issues.

Resolve EMA fills a market void left by existing event management systems, which lack the automation and intelligence to group, process and immediately take action on issues that can hinder productivity and negatively impact innovation, said Casey Kindiger, CEO of generationE Technologies. Using our leading edge Resolve platform as a foundation, and leveraging our extensive experience with network engineering groups, were reducing the amount of human interaction required for effective event and incident management, while setting new standards for MTTR and operational efficiency.

The new solution is equipped with Resolve Run Book Automation (RBA) Packs, Triage RBA Packs and Remediation RBA Packs offering service providers a three-step approach to event management, with each pack consisting of a template library comprised of pre-defined action tasks and automations. In addition, Resolve Knowledge Packs offer template-based GUIs and wiki content to help IT and engineering teams gather and analyze event and incident data, as well as related vendor information, to build a knowledge base of completed automations.

The EMA offering also features a foundational Event Catalog with more than 5,000 unique event IDs supporting a wide range of platforms including Cisco, IBM Tivoli, Juniper, Foundry and Nortel.

Additional features and benefits of the solution include:

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