Systems engineering approach for event monitoring and analysis in high speed enterprise communications systems

Disparate customer support centers in an enterprise system apply different monitoring and analysis tools while attempting to ensure quality of service for the end-user. These tools provide inconsistent metrics that make problem resolution inefficient and reactive rather than proactive and effective. A systems engineering approach is proposed that considers enterprise monitoring and analysis in high-speed enterprise communications systems done by support centers via collaboration rather than in isolation. This paper presents graphical representations of various aspects of the monitoring and analysis approach that include architectural, operational, systems-level, and technical views. For each of these views we identify the applicable system components and the integration of these components that enable solution of system-wide problems.