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January 18, 2011

Run Book Automation Software Selected by Consolidated Communications for Business Process Automation

By Raju Shanbhag, TMCnet Contributor

Looking to support its operations across the U.S., Consolidated Communications (News - Alert), a provider of advanced communications services, selected the generationE Resolve Run Book Automation (RBA) platform, a business process automation solution, from generationE Technologies.

Working in conjunction with IBM (News - Alert) Tivoli products, Resolve RBA 3.0 automates up to 90 percent of manual IT tasks. Resolve makes use of Wikis to centralize operational knowledge for easy sharing across the enterprise and is built from the ground up to provide broad-based, enterprise-class scalability and a vendor-neutral approach to automation. Hundreds of automations have been embedded into the procedure documents organically as the organization strives to continuously improve service quality and operating efficiencies.

“Resolve RBA benefits Consolidated the most in the areas of collaboration and workflow automation," says Chris Smith, senior manager of network operations center tools and automations of generationE Technologies, in a press release. "Our 'library' now contains 234 Resolve RBA action tasks. That number will continue to grow because we are constantly identifying trends coming into the network operations center (NOC (News - Alert)) that make sense for automation.”

With its technologically advanced IP-based network, Consolidated Communications offers local and long distance telephone, digital phone, high-speed Internet access and digital TV to both residential and business customers in Illinois, Texas and Pennsylvania. The company can now prevent network downtime and loss of service to customers by combining Resolve RBA with IBM Tivoli Netcool software.

Other features provided include internal collaboration; improved workflow; and a time savings of thousands of hours each year. Consolidated takes advantage of Resolve to easily define a series of collaborative, Wiki-based "run books," or procedures with advanced network monitoring capabilities in place via the Tivoli Netcool platform.

In May 2008, the company divested its BMC Remedy division to TuringSMI Group Limited to become an end-to-end IBM Tivoli solution provider. Oak Brook-based generationE attributes its sales growth and market expansion to its competence in the IBM Service Management domain and has announced a sales growth of 200 percent in the past five years. generationE has decided to focus on the IBM Tivoli market.


Raju Shanbhag is a contributing editor for TMCnet. To read more of Raju’s articles, please visit his columnist page.

Edited by Jaclyn Allard



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