Our main goal is to detect issues, so we need to trust in our monitoring tool. With Site24x7, we can now say that we sleep well at night.
Detailed reports
Easily access and share information with support teams.
Multi-monitoring
Leverage multiple workflows and multiple active monitors.
Real-time alerts
Alarm systems immediately flag issues to resolve.
About
Telefónica is one of the largest telecommunications service providers in the world. The company offers fixed and mobile connectivity as well as a wide range of digital services for residential and business customers. With more than 392 million customers, Telefónica operates in Europe and Latin America.
Telefónica is a 100% listed company and its shares are traded on the Spanish Stock Market and on those in New York and Lima.
Location
Madrid, Spain
Industry
Telecommunications
Telefónica España is the leading telecommunications company in Spain, providing services for calls, mobile data, television, and internet access.
Telefónica also covers Spanish-speaking countries in Latin America, including Argentina, Chile, Colombia, Ecuador, Peru, Mexico, Uruguay, and Venezuela.
A monitoring solution built to last
Monitoring across millions of users
Monitoring internal, residential, and business app services across approximately 13,000 internal users, 3.5 million residential users, and around 40,000 businesses is no easy feat. In fact, Telefonica España's existing monitoring solution was proving inadequate in keeping up with demands.
As a result, Juan Antonio Romo Cañete, end-to-end monitoring manager for services and IT at Telefonica España, says the company was searching for a new tool to provide superior server monitoring.
The search for a monitoring provider
Migrating to a new monitoring solution
When Telefonica España found Site24x7, its decision was simple—it needed to start monitoring with Site24x7 as soon as possible.
We migrated from another vendor because our previous one didn’t meet our capability, functionality, and availability requirements.
So the telecom giant set to work migrating all of its monitors from its previous vendor to Site24x7, with two existing monitoring groups—one for internal monitoring and one for customer application monitoring.
This ensured that the two monitoring groups could continue to monitor across all of Telefonica España’s different platforms while still staying coordinated and agile in case of issues.
Monitoring with trust
Putting trust in the tool
Many of the clients that COURE serves are in the financial services or telecommunications sectors. As a provider of sensitive data, COURE is bound by certain restrictions. These include the General Data Protection Regulation (GDPR) and Nigeria’s own data protection law, the Nigeria Data Protection Regulation (NDPR). One stipulation of the NDPR is that COURE has to host its services locally. So it built its own private infrastructure, developing a platform that its clients and partners could use.
We are very happy with the performance of the product, and we really like many of the capabilities that Site24x7 has.
Optimized performance
Incident alerting and reporting
Being such a large company spanning multiple continents, it is vital for Telefonica España to have the proper visibility across all its different monitoring platforms.
We have many different types of services and applications that are critical to our business and customers.
Telefonica España monitors web transaction (browser) information, REST API and REST API transactions, DNS servers, mail delivery, port (custom protocol), ping, FTP servers, FTP transfers, and more.
In order to monitor all of these different parameters properly, Telefonica España needed optimal poller performance and required a monitoring tool that could register information in the shortest time possible. This was to ensure that Telefonica España they could respond rapidly to any detected incidents.
Accessible information
Improved insights
When it came to transaction monitoring, Telefonica España shared how critical monitoring workflows had been to its success and how much Site24x7 had helped in achieving that success.
We currently have 187 active monitors. That’s why [transaction monitoring] is Site24x7’s most important feature for us. With just one monitor, we’re now able to supervise different steps to see what’s happening with an end user that may be experiencing problems.
And it wasn’t just the monitoring that impressed Telefonica España. The company found the information provided on connection times, error types, root cause analysis, and mapping of connections and destination IPs “especially useful.”
This allowed thorough details to be shared with support groups, which would in turn help Telefonica España find solutions for incidents more quickly and make more informed decisions.
Better scalability
One tool for a world of opportunities
Site24x7 didn’t just help Telefonica España prepare for the present; it also helped it to face the future.
With new services launching that would require new monitoring requirements, such as TOTP, Telefonica España needed to make sure that it had the tools and solutions it required.
What we like the most [about Site24x7’s monitoring] is its adaptability. We have a huge variety of services, and due to the large configuration options, we are now able to adapt to many monitoring criteria. We’ve been covered by Site24x7 perfectly.
Detecting deviations
Staying aware with alerting systems
As well as monitoring, Telefonica España used Site24x7’s alert system to its full advantage. In particular, it found the graphical displays important to get the full picture of any incidents.
Thanks to Site24x7’s reliable and very detailed alerts, our department is always aware of incidents, and the first to detect end-user issues. Even before the infrastructure support groups!
Return on investment
Improved MTTD and MTTR
After implementing Site24x7’s monitoring capabilities into its everyday monitoring processes, Telefonica España was delighted to see two major improvements—a significant reduction in mean time to detect (MTTD) and mean time to repair (MTTR) durations.
This meant the team was able to discover, identify, test, and repair incidents much faster with Site24x7 than with its previous provider. In turn, this helped Telefonica España achieve its KPIs, resulting in a better offering and better preparation for its future services.
Return on investment
Saving time and money for the company
By relying on Site24x7 to provide quick, easily understandable monitoring, Telefonica España was able to spot incidents much faster and with much less manual input.
This meant Site24x7 not only helped to cut down the time required for monitoring, but also reduced costs spent on all the different monitors across multiple environments and continents.
Ultimately, this increased Telefonica España’s ROI and improved overall service times and customer experience.
