To address the challenge of hosting a large customer base, concurrency issues, and to utilize BT’s existing server infrastructure and resources optimally, Rheal proposed to adopt a cloud based SAAS model for building a multi-tenant application. The solution leveraged the dynamic apportioning of server resources based on customer’s demands spread in different geographical locations. By proposing a SAAS model, Rheal also addressed the proposed system’s need to have a service oriented architecture which naturally fit well in a cloud based model.
Rheal addressed the challenge faced by BT managers in meeting their SLA targets by embedding real time ticket tracking tools and designed the interface in a manner suitable for managers to track turnaround time or first action turnaround time, execution time , issue resolution time and issue closure time.
Rheal integrated the main helpdesk system with BT’s robotics component called Kaseya in order to ensure automated asset health monitoring and proactive identification of any severe issues. In order to achieve ITIL compliance, Rheal integrated BT’s helpdesk with BT’s existing asset management application.
Rheal employed fairly complex string search algorithms for root cause analysis for the prevention of issues from recurring in the future. We used geo-mapping for efficient assignment of tickets based on the engineer’s proximity to customer site and their availability.
BT’s vast knowledge base was made available within the system which assisted the engineers in resolving the problems in speedy manner with a help of a highly evolved search engine with easy and quick access to resources.