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Telefónica Colombia delivers world-class service and reduces IT infrastructure costs

Zero

capacity-related incidents

300

recommendations implemented

100%

of core services/systems monitored

Overview

Telefonica Colombia is one of the largest telecommunications operators in Colombia and serves more than 15 million customers. Telefónica Colombia’s IT environment consists of more than 1,500 servers and 140 applications that are managed using a mix of public, private, and hybrid clouds. To continuously improve service delivery and ensure that employees can respond effectively to customer inquiries, requests, and issues, the IT team needs to accurately predict capacity needs for all of their traditional and private cloud environments.

The Challenge: Use the Right Resources at the Right Time

Telefónica Colombia’s move to the cloud introduced an unexpected challenge: loss of full control. And without proper timing and visibility into resource usage, the IT team operated in a reactive rather than proactive environment. They needed a proven solution to provide the right capacity at the right time to effectively support customer expectations for extraordinary service quality while also reducing costs.

The Solution: TrueSight Capacity Optimization

The IT team uses TrueSight Capacity Optimization correlation models and forecast analysis to determine when additional resources will be needed—enhancing planning and budgeting and reducing capacity-related incidents when infrastructure changes occur.

Notable Results

  • Zero capacity-related incidents have occurred in the past year.
  • Capacity monitoring covers 100% of core services and systems, and IT is positioned to cover 100% of new projects.
  • More than 300 recommendations were implemented.

“With TrueSight Capacity Optimization, we always have the resources we need to deliver world-class service. At the same time, we avoid unnecessary costs associated with buying capacity before we need it.”

— Roberto Puche, Chief Information Officer, Telefónica Colombia

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Featured offering:

TrueSight Capacity Optimization

Align IT to business goals based on capacity usage patterns and predicted growth

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