UMBOSS modules

Service Quality Management (SQM)

Detect any service degradation or outage. Generate service-level alarms. Empower your Service Operations Center.

Do you know how well your digital services work?

Without understanding the performance of your services, you cannot ensure customer satisfaction, respond to service degradations, and maintain a service-oriented organization.

Is service degraded or down?


It is crucial to understand how the health and performance of your ICT infrastructure influences the status of the service provided to the end customer.

No alarm when service has an issue?


When the service is degraded or down, SOC engineers must be alerted about the situation so that corrective actions can be taken.

What are the values of your services' KQIs?


To understand the quality of service, it is crucial to determine which Key Quality Indicators must be observed and what their values are.

Is your SOC still functioning as a NOC?


Without providing your Service Operations Center (SOC) with the ability to manage the quality of services provided, you end up with yet another NOC.

Don’t know what customers are impacted?


Without having mechanisms to estimate service quality, you have no way of determining which customers are impacted by a fault and how.

Can’t automate service remediation?


Service degradation must be fixed by applying a proper remedy quickly. Without service alarming it is impossible to automate service remediation.

Our solution

Umbrella service assurance powered by Service Quality Management (SQM)!


Service modeling and KQI definitions

UMBOSS provides a web-based application for service modeling and KQI definitions. For each service model item, one defines KQIs used to determine the level of degradation of the item. By cascading the degradation statuses along the model tree, SQM determines the level of degradation of a service.


Continuous service quality evaluation

KQIs are evaluated by the constant ingestion of alarms and performance data from the EFM and PM modules of UMBOSS. With every recalculation of KQIs, SQM evaluates the level of degradation of the service.


Service level alarming and decomposition

When a critical degradation of the service is reached, SQM will trigger a service alarm that will be displayed in the UMBOSS Portal. Engineers use alarm decomposition to determine the cause of service degradation and take the necessary corrective actions.


Automated service assurance

The automation module is used to automatically trigger the remediation process when any service degradation is detected. The automation job is configured using execution criteria, and the executed action is recorded for forensic purposes.


Service quality visualization

Service alarms and service statuses are visualized in the UMBOSS Portal. Alarms are presented along with resource alarms. The customer view in the Portal provides a more comprehensive visualization of the quality status of a customer's services.


Support for SLA management

The calculated KQIs, KPIs, and service statuses can be exported to external ITIL/SLA management systems and used to determine SLA breaches. SLO tracking can be configured to warn SOC engineers of possible SLA breaches if no corrective action is taken.


Key benefits of the Service Quality Management (SQM) module

Refocus on services and customers

Shifting focus from resource assurance to service assurance is the evolution in the right direction. The emphasis on customers of your digital services gives your organization a leading edge.

Estimate quality of all services

With SQM, you constantly evaluate the quality of all your digital services, and you are alerted about any service degradation, allowing you to react preemptively.

Determine the level of impact on customers

With SQM in place, you can immediately determine what went wrong with the customer's service and take the right action.

Enable Service Operations Center

Engineers in Service Operations Center (SOC) are fully backed with all the tools needed to manage service assurance properly.

Automate service remediation

As SQM generates service alarms, the automation module can be triggered to execute proper remediation actions. This way, service assurance truly becomes autonomous.

Improve customer satisfaction

With enhanced support for your customers and a proactive response to any service degradation, customer satisfaction is higher, and call deflection is improved.

What our
clients say

The excellence of the data center and corporate communication services we provide is of paramount importance. With UMBOSS, we have consolidated and streamlined our assurance processes, both in the core and access network, as well as in the data center.

Vladimir Olujić

CTO Databox

Our B2B customers are a key focus area within our telecom. Assuring the technical excellence of the services we provide is a distinguishing factor for us. UMBOSS is the key technical component that helps us achieve our goals.IT infrastructure’s health and allows us to react promptly and assure that all IT services work well. 

Mario Klarić

Head of Operations Support Systems at A1 Hrvatska d.o.o.

Making sure that our manufacturing processes run smoothly is a critical aspect of our daily operations. UMBOSS provides us with an umbrella view of our network and IT infrastructure’s health and allows us to react promptly and assure that all IT services work well.

Zoran Ljubić

IT Director, NEXE Grupa

Our partners

Partnerships that continuously create new value for end customers.

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Interested in discovering more?

You can read all you want about UMBOSS, but the best way is to experience it through a demo.