The customer engaged Devoteam to implement a new monitoring system to enhance customer service and help minimise operational costs. The solution has reduced mean time to repair by 80 percent, administration time by 40 percent and hardware costs by 70 percent.
  • Main challenges

    The customer, a leading telecommunications and media company, provides fixed and mobile telephone, television and Internet services to businesses and millions of consumers across the UK.

    The organisation depends on state-of-the-art IT systems to maintain its share of the competitive telecommunications market. A spokesperson for the company explains: “We’re reliant on a visionary and innovative approach to IT, but we also need to minimise operational costs while improving customer service.”

    The company had in place a multitude of standalone and clustered performance management systems. These systems managed more than 200,000 network interfaces and devices across a variety of diverse infrastructures. However, the monitoring environment was ageing and some systems of the hardware and operating systems that supported these critical IT management tools were reaching out of support.

    As a result, the company started to experience problems, such as servers overloading, degrading performance and an impact to customer experience during peak report generation periods. This meant that web pages were sometimes slow to download and television pictures were unclear.

    Without access to the information they needed, it took engineers a long time to rectify problems with customer systems. It was also concerned that parts of its infrastructure did not comply with its corporate disaster recovery policy.

    The company therefore decided to take the opportunity to implement a new, more cost-effective IT management solution.

  • What did we solve?

    ”We have been able to minimise operational costs while improving customer service.” Customer project manager

    Consolidated monitoring systems

    To address these challenges, the company turned to IT transformation specialists Devoteam. Following a review of the environment and the company’s needs, Devoteam designed and implemented a solution based on CA’s Service Assurance and CA Data Management solutions, including:

    • CA eHealth®
    • CA Systems Performance for Infrastructure Managers
    • CA arcserve® Replication

    The solutions provide real-time performance monitoring and metrics and self-monitoring and integrate with a third party solution for comprehensive reporting and alerting.

    The solution comprises two CA eHealth clusters, each of which is based on five new servers and has the capacity to monitor and manage more than 500,000 network interfaces and devices.

    The new Linux servers are duplicated across remote sites to provide robust disaster recovery capabilities in the event of an IT incident.

  • Main benefits

    The new IT management solution has enabled the company to improve the reliability of its services. A spokesperson comments: “We’ve increased monitoring capacity by 181 percent, improved the volume of diagnostic information, which aids capacity planning and now have greater visibility of our operations.”

    The solution has also helped the company to

    • reduce mean time to repair by 80 percent
    • lower system administration requirements by 40 percent
    • cut hardware replacement costs by 70 percent

    A project manager at the company concludes: “With better IT management capabilities in place, we have been able to minimise operational costs while improving customer service.”