NeTkT Case StudyBy Nico Gold

NeTkT is a trouble management system that enables Communication Service

Providers (CSP) to effectively manage the trouble resolution process. NeTkT

controls the entire process from trouble ticket creation and modification through

tracking, resolution, and closure, while archiving for later comparison and

analysis. While NeTkT is built on the Remedy ARS platform, it offers much more

than a basic toolset.

(The Employee Owned Company) is a leading provider of assurance

and analytics solutions to communications service providers worldwide

NeTkT vastly expands the basic Remedy ARS toolset, providing

dedicated tools for trouble ticketing and trouble management

in order to add massive value and meet telecom service

providers’ business and operational needs. NeTkT is pre-

integrated with TEOCO’s Netrac Fault Management solution

and integrates with third-party Operational Support Systems

(OSS) applications as well.

NeTkT CONSOLEEvery ticketing system needs a console

Some time ago… Remember?

OLD CONSOLENeTkT Console couple of months ago

THE TABLEFails color blindness test, difficult to read and understand data

PREVIEW AREAOnly last record of Activity Log showed, useless Main Info area

FILTERSLeft pane buttons represent different options to filter results

TOP PANEList of action takes us to other screens, buttons mixed with links

SOLUTIONWe always target to find the best solution

FAIL!!!

SOLUTIONWe prefer to stay on screen

TIME TO PLAYLets change the music

LEARN YOUR USERSObservation and interview sessions performed @ Pelephone, IL

THE LEADING EXPERTObservation and interview sessions performed @ Pelephone, IL

THE MANAGERObservation and interview sessions performed @ Pelephone, IL

THE FRESH BLOODObservation and interview sessions performed @ Pelephone, IL

THE TARGETAfter profiling, we defined business goals of the product

THE GOALS• Reduce Trouble classification time by NOC

• Reduce drill-down need for TTs

• Improve Look & Feel (marketing need)

• Create Separation Between SIMA, TT, CM

TIME TO WORK

ANALYSIS STAGEMapping the main workflows and creating screen map

SKETCHINGSketching

SKETCHINGSketching, sketching

SKETCHINGSketching, sketching and sketching. A,B,C… Until we find best solution

WIREFRAMING AND CODDINGAfter several cycles of wire framing, we could start codding

REMINDERNeTkT Console couple of month ago

REMINDERNeTkT Console couple of month ago

NEW CONSOLETime to present redesigned NeTkT Console concept

NeTkT

TROUBLE TICKETS TT-0012-3412-34HI

Trouble Tickets

Change Requests

SIMA

BUSINESS UNITCATEGORY

TYPEITEMFAULTSUBMIT DATE

ACTIVE CODE

Radio UnitRouting

Cell RedirectionItem5 Hours agoDec 27 2013

21:54:11

TICKET DETAILSThis ticket represents a situation of a user in trouble; This ticket

represents a situation of a user in trouble; This ticket represents a situation of a user in trouble;

March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men who are so beguiled and demoralized by the Chama

Favorites

Predefined Queries

My Assigned Tickets

All Open TT’s with due time

All Tickets from Fault

All Unassigned TTs

All Open TT’s with due time

All Tickets from Fault

All Unassigned TTs

All Open TT’s with due time

All Tickets from Fault

All Unassigned TTs

All Open TT’s with due time

All Tickets from Fault

All Unassigned TTs

All unassigned TTs

State

Closed

Open/Active

Open/Active

Open/Active

Open/Active

Closed

Open/Active

Closed

Closed

Closed

Closed

Open/Active

Closed

Closed

Closed

Open/Active

TICKET ID

TT0012341234

TT0012341235

TT0012341236

TT0012341237

TT0012341234

TT0012341235

TT0012341236

TT0012341237

TT0012341234

TT0012341235

TT0012341236

TT0012341237

TT0012341234

TT0012341235

TT0012341236

TT0012341237

GR.

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Urgency Cr. Date

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

High

Low

Low

High

High

Low

High

Medium

High

Medium

Medium

Low

High

Low

High

High

March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men

March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men who are so beguiled and demoralized

March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men

March 9 2014 | 13:42:00On the other hand, w

ACTIVITY LOG

Server Srv10014 | User Demo user | Auto Refresh

FILTER RESULTS BY

New Trouble New Change Calendar Search Solution Bulletin Board Reminder Banner

Concept By Nico Gold

DRILL DOWN?Lets review key improvements

WE USEDCell Based Table to create effective Activity Log review

NeTkT

TROUBLE TICKETS TT-0012-3412-34HI

Trouble Tickets

Change Requests

SIMA

BUSINESS UNITCATEGORY

TYPEITEMFAULTSUBMIT DATE

ACTIVE CODE

Radio UnitRouting

Cell RedirectionItem5 Hours agoDec 27 2013

21:54:11

TICKET DETAILSThis ticket represents a situation of a user in trouble; This ticket

represents a situation of a user in trouble; This ticket represents a situation of a user in trouble;

March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men who are so beguiled and demoralized by the Chama

Favorites

Predefined Queries

My Assigned Tickets

All Open TT’s with due time

All Tickets from Fault

All Unassigned TTs

All Open TT’s with due time

All Tickets from Fault

All Unassigned TTs

All Open TT’s with due time

All Tickets from Fault

All Unassigned TTs

All Open TT’s with due time

All Tickets from Fault

All Unassigned TTs

All unassigned TTs

State

Closed

Open/Active

Open/Active

Open/Active

Open/Active

Closed

Open/Active

Closed

Closed

Closed

Closed

Open/Active

Closed

Closed

Closed

Open/Active

TICKET ID

TT0012341234

TT0012341235

TT0012341236

TT0012341237

TT0012341234

TT0012341235

TT0012341236

TT0012341237

TT0012341234

TT0012341235

TT0012341236

TT0012341237

TT0012341234

TT0012341235

TT0012341236

TT0012341237

GR.

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Urgency Cr. Date

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

High

Low

Low

High

High

Low

High

Medium

High

Medium

Medium

Low

High

Low

High

High

March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men

March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men who are so beguiled and demoralized

March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men

March 9 2014 | 13:42:00On the other hand, w

ACTIVITY LOG

Server Srv10014 | User Demo user | Auto Refresh

FILTER RESULTS BY

New Trouble New Change Calendar Search Solution Bulletin Board Reminder Banner

WE USEDCell Based Table to create effective Activity Log review

WE USEDTree Control instead of buttons to manage filter options

NeTkT

TROUBLE TICKETS TT-0012-3412-34HI

Trouble Tickets

Change Requests

SIMA

BUSINESS UNITCATEGORY

TYPEITEMFAULTSUBMIT DATE

ACTIVE CODE

Radio UnitRouting

Cell RedirectionItem5 Hours agoDec 27 2013

21:54:11

TICKET DETAILSThis ticket represents a situation of a user in trouble; This ticket

represents a situation of a user in trouble; This ticket represents a situation of a user in trouble;

March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men who are so beguiled and demoralized by the Chama

Favorites

Predefined Queries

My Assigned Tickets

All Open TT’s with due time

All Tickets from Fault

All Unassigned TTs

All Open TT’s with due time

All Tickets from Fault

All Unassigned TTs

All Open TT’s with due time

All Tickets from Fault

All Unassigned TTs

All Open TT’s with due time

All Tickets from Fault

All Unassigned TTs

All unassigned TTs

State

Closed

Open/Active

Open/Active

Open/Active

Open/Active

Closed

Open/Active

Closed

Closed

Closed

Closed

Open/Active

Closed

Closed

Closed

Open/Active

TICKET ID

TT0012341234

TT0012341235

TT0012341236

TT0012341237

TT0012341234

TT0012341235

TT0012341236

TT0012341237

TT0012341234

TT0012341235

TT0012341236

TT0012341237

TT0012341234

TT0012341235

TT0012341236

TT0012341237

GR.

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Urgency Cr. Date

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

High

Low

Low

High

High

Low

High

Medium

High

Medium

Medium

Low

High

Low

High

High

March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men

March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men who are so beguiled and demoralized

March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men

March 9 2014 | 13:42:00On the other hand, w

ACTIVITY LOG

Server Srv10014 | User Demo user | Auto Refresh

FILTER RESULTS BY

New Trouble New Change Calendar Search Solution Bulletin Board Reminder Banner

WE USEDTree Control instead of buttons to manage filter options

WE USEDIcons to manage Actions

NeTkT

TROUBLE TICKETS TT-0012-3412-34HI

Trouble Tickets

Change Requests

SIMA

BUSINESS UNITCATEGORY

TYPEITEMFAULTSUBMIT DATE

ACTIVE CODE

Radio UnitRouting

Cell RedirectionItem5 Hours agoDec 27 2013

21:54:11

TICKET DETAILSThis ticket represents a situation of a user in trouble; This ticket

represents a situation of a user in trouble; This ticket represents a situation of a user in trouble;

March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men who are so beguiled and demoralized by the Chama

Favorites

Predefined Queries

My Assigned Tickets

All Open TT’s with due time

All Tickets from Fault

All Unassigned TTs

All Open TT’s with due time

All Tickets from Fault

All Unassigned TTs

All Open TT’s with due time

All Tickets from Fault

All Unassigned TTs

All Open TT’s with due time

All Tickets from Fault

All Unassigned TTs

All unassigned TTs

State

Closed

Open/Active

Open/Active

Open/Active

Open/Active

Closed

Open/Active

Closed

Closed

Closed

Closed

Open/Active

Closed

Closed

Closed

Open/Active

TICKET ID

TT0012341234

TT0012341235

TT0012341236

TT0012341237

TT0012341234

TT0012341235

TT0012341236

TT0012341237

TT0012341234

TT0012341235

TT0012341236

TT0012341237

TT0012341234

TT0012341235

TT0012341236

TT0012341237

GR.

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Urgency Cr. Date

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

High

Low

Low

High

High

Low

High

Medium

High

Medium

Medium

Low

High

Low

High

High

March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men

March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men who are so beguiled and demoralized

March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men

March 9 2014 | 13:42:00On the other hand, w

ACTIVITY LOG

Server Srv10014 | User Demo user | Auto Refresh

FILTER RESULTS BY

WE USEDIcons to manage Actions

New Trouble New Change Calendar Search Solution Bulletin Board Reminder Banner

WE USEDDifferent wages and colors to organize labels and texts

WE USEDAnd meaningful texts to show numbers

NeTkT

TROUBLE TICKETS TT-0012-3412-34HI

Trouble Tickets

Change Requests

SIMA

BUSINESS UNITCATEGORY

TYPEITEMFAULTSUBMIT DATE

ACTIVE CODE

Radio UnitRouting

Cell RedirectionItem5 Hours agoDec 27 2013

21:54:11

TICKET DETAILSThis ticket represents a situation of a user in trouble; This ticket

represents a situation of a user in trouble; This ticket represents a situation of a user in trouble;

March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men who are so beguiled and demoralized by the Chama

Favorites

Predefined Queries

My Assigned Tickets

All Open TT’s with due time

All Tickets from Fault

All Unassigned TTs

All Open TT’s with due time

All Tickets from Fault

All Unassigned TTs

All Open TT’s with due time

All Tickets from Fault

All Unassigned TTs

All Open TT’s with due time

All Tickets from Fault

All Unassigned TTs

All unassigned TTs

State

Closed

Open/Active

Open/Active

Open/Active

Open/Active

Closed

Open/Active

Closed

Closed

Closed

Closed

Open/Active

Closed

Closed

Closed

Open/Active

TICKET ID

TT0012341234

TT0012341235

TT0012341236

TT0012341237

TT0012341234

TT0012341235

TT0012341236

TT0012341237

TT0012341234

TT0012341235

TT0012341236

TT0012341237

TT0012341234

TT0012341235

TT0012341236

TT0012341237

GR.

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Urgency Cr. Date

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

High

Low

Low

High

High

Low

High

Medium

High

Medium

Medium

Low

High

Low

High

High

March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men

March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men who are so beguiled and demoralized

March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men

March 9 2014 | 13:42:00On the other hand, w

ACTIVITY LOG

Server Srv10014 | User Demo user | Auto Refresh

FILTER RESULTS BY

New Trouble New Change Calendar Search Solution Bulletin Board Reminder Banner

WE USEDMeaningful texts to show numbers

NeTkT

TROUBLE TICKETS TT-0012-3412-34HI

Trouble Tickets

Change Requests

SIMA

BUSINESS UNITCATEGORY

TYPEITEMFAULTSUBMIT DATE

ACTIVE CODE

Radio UnitRouting

Cell RedirectionItem5 Hours agoDec 27 2013

21:54:11

TICKET DETAILSThis ticket represents a situation of a user in trouble; This ticket

represents a situation of a user in trouble; This ticket represents a situation of a user in trouble;

March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men who are so beguiled and demoralized by the Chama

Favorites

Predefined Queries

My Assigned Tickets

All Open TT’s with due time

All Tickets from Fault

All Unassigned TTs

All Open TT’s with due time

All Tickets from Fault

All Unassigned TTs

All Open TT’s with due time

All Tickets from Fault

All Unassigned TTs

All Open TT’s with due time

All Tickets from Fault

All Unassigned TTs

All unassigned TTs

State

Closed

Open/Active

Open/Active

Open/Active

Open/Active

Closed

Open/Active

Closed

Closed

Closed

Closed

Open/Active

Closed

Closed

Closed

Open/Active

TICKET ID

TT0012341234

TT0012341235

TT0012341236

TT0012341237

TT0012341234

TT0012341235

TT0012341236

TT0012341237

TT0012341234

TT0012341235

TT0012341236

TT0012341237

TT0012341234

TT0012341235

TT0012341236

TT0012341237

GR.

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Admin

Urgency Cr. Date

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

02|12|14 12:44

High

Low

Low

High

High

Low

High

Medium

High

Medium

Medium

Low

High

Low

High

High

March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men

March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men who are so beguiled and demoralized

March 9 2014 | 13:42:00On the other hand, we denounce with righteous indignation and dislike men

March 9 2014 | 13:42:00On the other hand, w

ACTIVITY LOG

Server Srv10014 | User Demo user | Auto Refresh

FILTER RESULTS BY

New Trouble New Change Calendar Search Solution Bulletin Board Reminder Banner

By Nico Gold

LIFT PHONES PLEASE

goldngn@gmail.com

Nico Gold

+972-545-884-221