Opstrac Framework

OpsTrac is an automated Service and Operations Management Framework powered by Microsoft Denali/SQL Server, Microsoft SharePoint 2013/2010/2007, BizTalk Server, CRM and other technologies. It provides organizations with a real solution that they can use to manage the cost and the quality of their field service team operations.


Current Service and Operations Management Challenges

There are three key service and operations management challenges:

  • Difficulty providing good structure for service assessment and for quantifying the true cost of poor service.
  • Barriers and bottlenecks to customer service include the absence of formalized service operation and management strategies as well a slack of feedback loops that help create service-driven value creation.
  • Inconsistencies in service performance leave organizations “flying blind” or developing an over reliance on less robust service performance measures.

These factors form key challenges and barriers that can increase the incidence of poor service. Now, more than ever, organizations need to build service-driven operations that can remove these barriers, fix the problems in service and operations management,so that they can outperform their competition.

OpsTrac Framework

The OpsTrac Service Automation and Operations Management Framework enables companies to manage trouble tickets, organize work, map/dispatch service workers to the closest location and provide performance data that can be measured properly. They can also track necessary parts and other inventory so that the least amount of time is spent bringing the service worker and the parts together. OpsTrac helps avoid duplicating work, reduces inventory size, and increases service satisfaction with automated email and phone notifications to customers and service workers as needed.

iLink Solution

iLink’s solution is a standards driven streamlined set of features that covers well-defined service and operations processes, and has been built on the set of latest technologies such as Microsoft SharePoint 2013/2010/2007, XAML, Dynamics CRM and Cloud computing.

OpsTrac Framework Solution:

How do service organizations quickly and accurately respond to requests while ensuring that no cases fall through the cracks? With the OpsTrac Framework you can record new cases, share information easily and monitor system performance using metrics to provide better, more consistent service for complaint handling, work order tracking, help-desks, field service requests fulfillment, compliance monitoring and other critical business processes. The OpsTrac Framework includes:

Automated Ticketing from Network Alarms

Integration with Fault Management System
Notification Management


Technician Locator

Find available technician closest to location
Assign Service activity from the same screen

Ticket Lifecycle Management

Automatic creation of tickets based on alarms
Ticket management & status tracking

Data Cube based BI & Reporting

Automatic report generation at regular intervals
Custom report generation on demand

Inventory Management

Real time equipment status update
Visual real-time equipment location on a map

Integrated Communication

OCS integration
Call technician from the application


Automatic scheduling of service activity
Algorithm based technician assignment

TMForum Standards-based

eTOM – Business Process Framework
SID – Application Development Framework

Technician Tracker – GIS Maps

Track the progress of a technician
Show technician location in real-time on a map

iLink Systems OpsTrac Framework Solution features:

  • Fully Service Enabled TmForum standards compliant ticketing solution
  • Implements all eTOM business processes related to ticketing and fault management
  • Location-based dispatching implemented
  • Complete support for technician schedule management
  • Integrated with Microsoft Systems Center for alarms; Microsoft Dynamics CRM for customer care; Equipment inventory system; and GPS feeder for technician location
  • Implementation of GIS mapping module to display the overall health of the entire network
  • BI, Reporting and Scorecards


  • Microsoft Dynamics CRM
  • Microsoft SharePoint 2013/2010/2007 & Server 2010
  • BizTalk Server
  • System Center
  • XAML
  • Microsoft Azure
  • Windows Phone
  • Bing Maps
  • eTOM – Business Process Frameworks

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  • SriramGanapathySriram Ganapathy
    Strategist – Cloud Solutions at Microsoft


    Sriram Ganapathy is a Technical Specialist with Microsoft. He has been with Microsoft for 17+ years and has held a variety of roles including solution sales, technical and partner sales, services, support and consulting. During his tenure at Microsoft, his focus has been on the Microsoft Data platform technologies. Sriram is based in Dallas and is focused on providing technology and solution guidance to customers in the US central region in SQL Server, Azure, Big Data, Advanced Analytics and related technologies. 

  • 4242c2728ednthumbabhi_vantaram

    Abhi Vantaram
    Director, iLink Systems

    Abhi has over ten years of experience working on an array of strategic planning, technology assessment, internet infrastructure, software architecture, development and implementation projects. He has over 6 years of experience in working on Environmental applications including Compliance, EMS, Sustainability, Haz Waste, Haz Mat, Conservation, NEPA, etc. He has worked with several fortune 500 clients, startups and product companies, as well as Federal, State & Local, Global Government. He has managed large teams, developed and delivered multiple enterprise solutions. He is well versed and has experience working with both Java/Oracle and Microsoft based technologies.

  • manigandan-gopalakrishnan

    Manigandan Gopalakrishnan
    Director NE Region, iLink Systems


    Mani has over 20 years of IT experience that spans Solution and Services Sales experience across various verticals such as Financial Services, Communications, Manufacturing, Media and Entertainment, CPG etc. He has worked with iLink for over 6 years, is based out of NJ and currently heads the NE Region Practice for iLink managing Sales and Business Development for NE, Mid Atlantic and some states in North Central, Mid-West and Heartland Districts.

  • ambujbigAmbuj Parihar
    Director – Central region, iLink Systems


    Mr. Parihar, with over 15 years of experience, has overall responsibility for the strategy and business development, including sales and marketing, of the Central region. Mr. Parihar holds a Master degree in Wireless Communication from the University of British Columbia and a Masters of Business Administration degree from Darden School of Business, University of Virginia.


  • leadership-page-piyushprakash Piyush Prakash
    VP – Business Operations & Innovation, iLink Systems

    Piyush is a performance driven technology leader with 16 years of experience in IT, and has overall delivery responsibility for all projects at iLink. He is intrigued by the ways in which technology binds us all, and touches our life (and business) on a daily basis. He enjoys discovering and simplifying the true value, often veiled behind the seemingly complex technology landscape of today. He has worked with several Fortune 500 companies, startups and ISVs to delivery large scale enterprise solutions as well as innovation driven R&D engagements. Personally responsible for iLink’s TCG (Technology Consulting Group) team, he relishes the opportunity to work on cutting-edge technologies, including delivery of various frameworks and accelerators.

    Prior to iLink, he has served in key positions in Infosys Technologies and TATA Interactive Systems. He holds a Bachelors of Technology degree from IIT (ISM) Dhanbad, and Masters in Electrical & Computer Engineering from The University of Texas at Austin.

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