Competitive Advantage

Albatross based on IBM Netcool Operations Insight accelerates the operations management lifecycle from problem detection to fix and helps you: 100% Cloud based.

1. Client doesn't need another monitoring solution for IOT. The platform is unified for IT, Network and IOT devices and it supports Application monitoring as well.
2. Client can go live faster (days instead of months) 
3. Reduces Total Cost of Ownership drastically
4. Suitable for Small, Medium and Large clients  
5. Comes with a native iOS and Android app 
6. Rules engines to correlate between IT, Network and IOT
Information Architecture - ​Card Sorting

User Journey Map

Stage Action Emotion Thinking Doing
Alert Notification Technician receives alert notification Curiosity Wondering about the nature of the issue Receives notification on Mobile/ Pad
Notification provides basic information
Technician acknowledges notification Engagement Recognizing the need to address the issue Opens operations management app
Ticket Assignment and System assigns ticket based on location and skills Readiness Prepared to respond to the assigned ticket Receives ticket notification
Acceptance Technician receives ticket notification Focus Focused on understanding the issue and its impact Reviews detailed information about the outrage
Technician accepts ticket Determination Committed to resolving the issue Accepts ticket and proceeds to user's location
On-Site Observation and Technician observes the outrage situation Assessment Assessing the severity and impact of the issue Arrives at user's location and begins observation
Assessment Technician assesses the severity of the issue Analytical Analyzing the impacted systems and infrastructure Assesses impacted systems, devices, and infrastructure
Technician accesses historical data and reports Review Reviewing past resolutions and incident reports Uses app to access historical data and reports
Technician determines resolution approach Decision-making Deciding on the best course of action Chooses prescribed solution or user-defined approach
Problem Resolution Technician follows prescribed solution Adherence Following instructions provided by the system Follows step-by-step instructions
Technician seeks assistance if required Collaboration Collaborating with other technicians or experts Uses app's communication features to seek assistance
Technician implements user-defined solution Expertise Applying troubleshooting skills and expertise Uses expertise to identify and implement solution
Technician updates ticket status and records Documentation Recording actions taken and outcome Updates ticket status, adds notes, records steps
Ticket Closure and Technician updates ticket status to reflect Satisfaction Satisfied with resolving the issue Updates ticket status, documents actions
Documentation Technician communicates with user if necessary Communication Providing summary of resolution to the user Communicates with user, addresses questions
Technician closes ticket in the system Completion Completing the resolution process Closes ticket in the system
Technician provides feedback on resolution process Improvement Identifying areas for improvement in the system Provides feedback, suggests improvements

User Flow Map

The user flows outline the step-by-step interactions and decision points for each screen within the operations management app, as derived from the user journey map. They provide a detailed understanding of how users navigate through the app, access relevant information, collaborate with team members, and perform necessary actions to effectively manage outages and resolve tickets.
User Flow: Home Screen
User opens the operations management app.
The app loads the Home screen, displaying a personalized dashboard.
The user quickly scans the dashboard to get an overview of ongoing outages, active tickets, and key performance indicators.
If there are any new notifications, the user clicks on the notification icon to view the details.
The user can then choose to explore other sections of the app or proceed to the Outage Management or Ticket Management screens based on their needs.
User Flow: Outage ListUser navigates to the Outage Management section from the Home screen
The app presents a list of current and past outages.
The user scans the list to identify relevant outages, looking for severity, type, and affected systems.
If the user wants to investigate a specific outage, they click on the corresponding outage entry to view the Outage Details screen.
From the Outage Details screen, the user can access related tickets or explore historical data associated with the outage.
User Flow: Ticket InboxUser goes to the Ticket Management section from the Home screen.
The app displays the Ticket Inbox, showing a list of assigned tickets sorted by priority, complexity, and type (IoT, IT, or Network).
The user scrolls through the list to find the desired ticket.
If the user wants to work on a specific ticket, they click on the ticket entry to open the Ticket Details screen.
The Ticket Details screen provides comprehensive information about the ticket, including the user location, outage details, and prescribed or user-defined solution steps.
The user can update the ticket status, add notes, or communicate with other team members through the Ticket Updates section.
After resolving the ticket, the user can mark it as resolved or closed, completing their involvement in the specific outage incident.
User Flow: Map IntegrationUser accesses the Map Integration feature from either the Outage Details screen or the Ticket Details screen.
The app displays the user's location and provides directions to the outage site.
The user can view the suggested route and check real-time traffic updates to plan their journey efficiently.
If needed, the user can switch to a different navigation app for turn-by-turn directions.
After reaching the location, the user can mark their arrival and proceed with on-site observation and problem resolution
User Flow: Knowledge BaseUser navigates to the Knowledge Base section from the app's main navigation menu.
The app presents various categories of troubleshooting guides, procedures, and best practices.
The user selects a relevant category and browses through the available resources.
If the user finds a specific troubleshooting guide or incident report helpful, they can open it to view detailed information.
The user can bookmark useful resources for future reference or share them with colleagues through integrated sharing options.
User Flow: Collaboration and CommunicationUser accesses the Collaboration and Communication features, such as Team Chat or Ticket Comments, from relevant screens.
The app opens the selected feature, providing a platform for real-time communication and collaboration.
The user can participate in ongoing discussions, share insights, seek assistance, and coordinate efforts with other team members.
Within the Ticket Comments section, the user can engage in specific discussions related to individual tickets, sharing updates or seeking clarifications.
User Flow: Reporting and AnalyticsUser navigates to the Reporting and Analytics section from the main navigation menu or the Home screen.
The app displays performance metrics, visualizations, and reports on key performance indicators, outage trends, and ticket resolution times.
The user can explore the available data visualizations, such as charts or graphs, to gain insights into system performance and operational efficiency.
If needed, the user can filter or customize the displayed data to focus on specific metrics or timeframes.
The user can export or share reports for further analysis or presentation purposes
User Flow: User SettingsUser goes to the User Settings section from the app's main navigation menu.
The app presents options to manage the user's profile, including personal information, preferences, and notification settings.
The user can update their profile information, such as name, contact details, or profile picture.
Within the notification settings, the user can customize the types of notifications they wish to receive and specify the preferred notification channels (e.g., email, push notifications).
The user can also manage account security settings, such as password changes, enabling two-factor authentication, or controlling access permissions.