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
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 by preventing incidents in the BSS domain
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 a communications, media and information services company that services more than 11.5 million subscribers in the Netherlands. It seeks to ensure that its customers benefit from the latest and greatest innovations available in the market, along with offering the highest possible levels of customer service and support, which is a key market differentiator.