Software Product Diagnostics System For Helpdesk Service In Telecom Operations Management

Student: Smirnova Liubov

Educational Programme: System and Software Engineering (Master)

Year of Graduation: 2019

Companies that provide software systems for telecom operations management of telecom providers should ensure the best quality of its products. In case of any issue observed the resolution should be provided as soon as possible. This thesis analyses NetCracker Technology Corp helpdesk service support process, typical issues that are reported and how their detection can be optimized to increase efficiency of helpdesk service. Survey of support engineers was conducted and tickets in bug tracker system were analyzed. According to results, this work provides review of existing diagnostics systems for helpdesk service and its limitations. To decrease time for typical issues detection the custom diagnostic system was developed. The key points are that required diagnostic system is easy configurable and can be used by support engineer with any level of qualification. Technical details: Java, Oracle Weblogic, JQuery, JavaScript.

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