Service Diagnostics

Business Area

Service Diagnostics is a key activity within the incident management process for any operational team. The nature of these activities is dynamic, process-driven, time-sensitive, and high-volume.

Service diagnostics refers to the process of identifying and resolving issues in a service or system. It involves analyzing performance data and logs to diagnose problems and implement solutions to fix the issues and improve the overall health of the service. Service diagnostics may include both automated and manual techniques.

Main Challenge

There are several other challenges associated with network service diagnostics, including:

Complexity: Modern networks can be complex, with multiple devices and components interacting with each other. Diagnosing issues in such a complex environment can be difficult and time-consuming.

The volume of data: Networks generate large amounts of data, making it challenging to identify relevant information and quickly isolate the root cause of an issue.

Interdependencies: Networks often consist of interdependent components, and issues in one area can impact other parts of the network. Diagnosing such issues requires a deep understanding of the network architecture and dependencies.

Time pressure: Network issues can result in significant business impact, so resolving them quickly is often a priority. However, the process of diagnosing and fixing network issues can take time, creating pressure to resolve the issue as quickly as possible.

Skill shortage: With the rapid evolution of technology, there is a shortage of skilled professionals who have the expertise to diagnose and resolve complex network issues.

These challenges highlight the importance of having robust and efficient network service diagnostic tools and processes in place to ensure the reliable operation of modern networks.

Automation challenges

  • Data management: Automated service diagnostics can generate a large amount of data, and managing this data in a way that is secure, efficient, and accessible can be a challenge.
  • Integration with existing systems: Ensuring that the automated service diagnostic system integrates seamlessly with existing systems and processes can be a complex and time-consuming process.
Main Challenge

Solution Needed

Typically every customer is using their own process steps to diagnose an issue, which even might be very specific to the technology involved.

This means that the solution provided needs to be flexible enough to support this, but also adaptable later on without having to redo a lot of code.

Over time technology might even change and you need to ensure that this will not cause a complete overhaul of your automated process.

Besides that, when dealing with network-connected solutions, you need to efficiently, natively, and securely connects to each and every component.

And the solution needs to be intelligent enough because each previous step of the process can change the behavior of the next.

The required solution covers all the following key aspects of the diagnostics process, including a custom dashboard with the ability to diagnose both reactively and proactively.

Solution Provided

The solution is

Event-driven solution: The ability to connect any monitoring system, email system or CRM system to the workflow and provide input parameters to intelligently decide based on technology, location and customer which specific steps to take.

Fully connected: The ability to connect to any other system such as a CMBD solution, Logs Database, Management Platform, to ensure data is gathered correctly and up and downstream systems are updated based on the information retrieved during the analysis.

Vendor Agnostic: it doesn't matter which technology is involved. As long as the module is available in the catalog, it can be added to the workflow.

Solution provided.png


With the use of our DNA platform, it's easy to connected to:

Your customer portal

  • The ability to connect an external facing portal so customers can diagnose any issue on their service first, before raising a ticket with the support team to investigate, reducing ticket creation with over 40%.

A vendor portal

  • The ability to connect to external 3rd party portals, to integrate any offnet information into the workflow.

You can also request custom dashboards for your customer support operational or management teams:

  • Provide visibility to management and operational teams on the status of jobs running, asset status, activity status, SLA, Major Events based on the exact needs of the client, but using a standard framework and best practises.

Process cost





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Robot ICT was instrumental to our program to transform the quote into a cash process, with a significant emphasis on streamlining the Service Delivery and Service Activation activities. Robot quickly understood our issues and rapidly created prototypes and demonstration environments whilst working closely with our internal developers and architects. Using Agile development the first production system was live in less than a month, and a full Low Touch Provisioning system was operational in 4 months. The systems and processes developed by Robot ICT contributed to a lead time reduction of 38% and an efficiency improvement of 30%

Customer Benefits

Early identification and resolution of issues:

Service diagnostics can help identify problems with a product or service early on, allowing for quick resolution and minimizing the impact on the customer.

Improved reliability and performance:

By identifying and fixing issues early, service diagnostics can help improve the overall reliability and performance of the product or service.

Cost savings:

Early identification and resolution of issues can help to reduce the cost of repairs and minimize the need for more extensive and expensive interventions down the line.

Improved customer satisfaction:

Service diagnostics can help to ensure that customers receive the highest quality service and experience, improving overall customer satisfaction.

Frequently asked questions

How does service diagnostics work?

Why do I need service diagnostics?

Who is behind this solution

Johannes Van Wijk


Used technologies

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