Spotlight on Tech

Delivering automated proactive incident management via Service Desk

Rohit Sinha
Product Marketing Manager, Service Desk
Rakuten Symphony
November 23, 2022
minute read

The Service Assurance Orchestrator

Trouble tickets within operations are part of daily life, and the complexity behind managing and assigning those tickets has long been a problem for any service desk product.

Step forward, Rakuten Symphony Service Desk has taken a proactive approach by adopting automation for all network incidents resulting in 90% automatic ticket creation, along with other significant business value outcomes.

Benefits of Service Desk

The Answer: Believe in the power of automation

Rakuten Symphony Service Desk is fully integrated with the Symworld™ Platform, benefitting  from the central data repository and all incident information coming from Fault Monitor, Performance Monitor, Watchtower, Observability, and other integrated third party tools.

How did we do it?

Service Assurance
Use Case 1: Incidents to Trouble Tickets

After reaching a threshold defined by the business, the alarms, KPI degradations, and alerts from the OSS tools are converted into incidents based on a correlation logic. These incidents are listed in the Incident Control Center of the Service Desk, where operations can define and configure rules based on various parameters to convert these incidents into trouble tickets automatically after a specified time interval.

Use Case 2: Auto-Routing

Manual assignments often lead to a delay in the resolution of the trouble tickets, which in turn will have financial implications for the business. Service Desk ensures that the auto-generated trouble tickets are routed to the right stakeholders. The relevant teams then operate these tickets and provide a resolution within the defined SLA.

Use Case 3: Auto Root Cause Analysis

Service Desk is integrated with Automation Studio under the Symworld™ Platform to run diagnostics and provide auto-healing for the restoration of services for network issues in various network elements through MOP (method of procedure) scripts. This reduces the need for manual intervention, reducing the OPEX, and increasing the MTTR (mean time to resolve).

Use Case 4: Auto Closure

A trouble ticket not closed is reflective of the issue still being open. Tickets auto-generated in Service Desk can be marked for auto-closure within a specified time. This lowers the burden on the operations team to constantly track and investigate a large volume of open incidents in the network.


Efficient incident management is critical to ensure a sustainable quality of service for any network. Automation is a big enabler towards achieving this goal and simultaneously provides a significant benefit to the business.

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Incident Management
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