Modern Software Factory helps KPN deliver a flawless digital experience

Ruud Kitselaar from KPN reveals how analytics-driven insights from CA are helping the European telecommunications giant.

How do you ensure your critical systems deliver a flawless digital experience to both internal and external clients? It’s a challenge we face every day here at KPN, but one we have mastered using analytics-driven insights powered by CA Technologies.

Deliver a five-star user experience

KPN is the largest telecommunications and IT services provider in the Netherlands, offering fixed, mobile, Internet, and TV services to 44 million customers, including 3,000 corporate clients. The company has annual revenues of €7 billion and more than 14,000 employees.

The organization operates a large, varied environment on behalf of its internal and external customers, comprising critical apps, complex infrastructures and networks. That includes everything from internet access, managed VPN services, and managed LAN services, to managed VoIP solutions, and managed data centre solutions.

The goal is to ensure that KPN develops and deploys services with precision and speed, while ensuring that those services are consistently available to the end users. Every network component, system, and application needs to deliver a five-star user experience.

For example, our systems underpin the cameras, sensors, and other devices that support a major infrastructure system in the Netherlands. We need to make certain those systems are operating at peak, uninterrupted performance in order to ensure end user customers’ safety and security.

The challenge for my team has been to manage all the different tools that monitor that performance and uptime. It’s tricky to stay one step ahead of potential infrastructure issues and deliver optimal performance and availability when your team is immersed in problem solving or dealing with a barrage of alerts emanating from fragmented IT monitoring tools.

However, KPN has overcome this challenge.

How has KPN transformed its operational capability?

For the first time, we are beginning to correlate and analyze information from our infrastructure, application performance and other IT management tools in near real time. This gives KPN the flexibility to accurately visualize services, monitor the quality of the services we deliver to our internal/external customers, and to pinpoint issues that put service quality at risk, through a single, universal approach of domain monitoring.

At the heart of this strategy lies CA Agile Operations solutions. As the business grows, we are collecting increasing volumes of data, and we’re using IT analytics tools to correlate that data and gain granular, drill-down insight across our on-premise environments and modern, distributed cloud apps.

Business service modeling, for example, gives KPN timely and complete models of our business services. Likewise, service analytics and alerts help our teams to identify service quality problems and risk, including which IT environments are the source of service quality degradations and outages. And service-driven automation gives us service impact alerts to trigger actions such as service desk tickets.

By yielding valuable analytics-driven insights like these, KPN is uniquely poised not only to monitor risk and increase IT agility, but also to deliver a responsive and rewarding service to all its customers.

There’s clear evidence to show this analytics strategy is the way forward: according to independent research commissioned by CA Technologies, more than three-quarters of European organizations achieving high performance service delivery have above average IT monitoring and management capabilities in place.

What has been the reaction from the business?

They love it. In fact, we’re running as fast as we can to meet the demand from the business for this modern approach to operations management. Dashboards, for example, mean that everyone shares a common understanding of service status, risks, and quality problems. This means the business leaders have the actionable information they need to accelerate decision making.

How do we know this strategy is successful?

Because the metrics tell us so. When we add new domains to our infrastructure, we might typically expect the volume of service enquiries to rise and frustrations to surface. In fact, our net promoter score (an index that measures the willingness of our customers to recommend KPN’s IT services to others) is rising, despite the growth in domains. Proof if it was needed that complete, automated IT service monitoring and analytics are helping this European telecommunications giant to optimize service quality and minimize risk.

About the author

Ruud Kitselaar, Senior Architect, Remote Infrastructure Management, KPN

Ruud is the senior architect for remote infrastructure management at KPN. He has 25 years of experience in network and systems management solutions, and has been responsible for the architecture of KPN’s Remote Infrastructure Management solutions for the last 10 years. This department services more than 3,000 corporate customers as well as internal KPN services, focusing on network, systems and application performance management solutions.

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