As the largest telecom and IT service provider in the Netherlands, KPN needs to maintain high service levels. The key business challenge for the company was to have a more mature monitoring solution in place to prevent incidents.
THE PRINCIPLES BEHIND THE BUSINESS CHALLENGE:
Improve the stability and performance of the IT services offered to KPN’s customers
Institutionalize the continual improvement of the monitoring solution to support an ever-changing environment
Develop an integrated framework covering people, process and tool aspects
Practical approach: First focus on activities that provide quick results to maximize output
Implemented an end-to-end monitoring solution from design to maintenance
24/7 monitoring and command center
Helped KPN centralize technical monitoring to one simplified tool
Helped KPN upgrade to OEM 12cR4
In 2014, KPN approached Accenture Technology to improve the monitoring capabilities for its business chains. Together the two companies designed a multi-step monitoring roadmap.
To help the client achieve its objectives, Accenture Technology’s monitoring solution addressed the technical, organizational and process aspects to ensure integration with KPN’s daily operations.
Accenture Technology also created the monitoring blueprint, catalog and the embedding process to the regular Application Outsourcing services.
Prevented more than €7 million in damages in the first 4 months
Delivered and maintaining a 24/7 Command Center to prevent incidents
Achieved minimal impact on the BSS domain and increased focus on monitoring
Improved technical vertical and horizontal monitoring with one central tool
KPN’s collaboration with Accenture Technology has been a remarkable success. KPN achieved higher quality and predictability on their domain. Increased focus on preventing incidents also led to an integrated future proof monitoring solution, supported by event management processes and a command center supporting Oracle, Linux and Microsoft across several layers on the landscape (server, OS Database & Applications).
Having the command centre in place during the evening has led to incidents that would otherwise cause business or customer impact at night or during business hours to be prevented.
KPN chose Accenture Technology as its managed services provider in a streamlined, sole-source procurement based on their strong relationship.
Over the years, by successfully demonstrating its capabilities and recommended practices in Oracle BSS for communications, in January 2015, KPN added an extended support of the 24/7 command centre to the existing BSS maintenance contract until its end in 2017.
KPN is the largest telecom and IT service provider in the Netherlands. It serves many diverse customer groups at home and abroad with their wide range of products and services under various brands. From prepaid call services in the US to interactive HD television in the Netherlands.