IBM > Case Studies > Claranet reduces alarms by nearly 50 percent

Claranet reduces alarms by nearly 50 percent

Company Size

1,000+

Region

Europe

Country

United Kingdom

Product

IBM Netcool Operations Insight

Tech Stack

Event Search
Seasonal Event Analytics

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Productivity Improvements

Technology Category

Analytics & Modeling - Real Time Analytics

Applicable Industries

Telecommunications

Applicable Functions

Business Operation

Use Cases

Condition Monitoring

Services

System Integration

About The Customer

Claranet is a managed services provider that offers a wide range of services to its customers. The company has a growing customer base and managed environment, which increases the number of alarms and events in its infrastructure. This requires rapid problem resolution to avoid impacting customers' services. The company's support teams need to quickly identify frequently occurring issues and rapidly search historical events to assist with troubleshooting and ensure issues do not develop into service-affecting problems.

The Challenge

Claranet, a managed services provider, was facing a challenge due to the increasing number of alarms and events in its infrastructure. This was a result of a growing customer base and managed environment. The company needed to resolve problems rapidly to avoid impacting customers’ services. The support teams needed to quickly identify frequently occurring issues and rapidly search historical events to assist with troubleshooting and ensure issues did not develop into service-affecting problems.

The Solution

Claranet utilized the Event Search and Seasonal Event Analytics capabilities of IBM Netcool Operations Insight software. This allowed them to automatically identify volume reducing signals, find repeating issues and learn from a client’s operations center to assist the operations team. The software provided near real-time event analytics and reporting capabilities, enabling the problem management team to quickly identify patterns of behavior associated with an event and effectively triage their troubleshooting efforts.

Operational Impact

The company was able to double the size of its managed environment while reducing the number of events by close to 50 percent.
The software enabled the problem management team to quickly identify patterns of behavior associated with an event and effectively triage their troubleshooting efforts.
The company was able to increase the quality of service to end-customers, make sensible threshold changes and suppress recurring events during certain time periods, ultimately allowing them to resolve alerts more quickly.

Quantitative Benefit