Vodafone Information Systems: Service Level Management at a Glance
IT service providers like Vodafone Information Systems depend on service level agreements (SLAs) as a measure of their success. In order to ensure that the agreed service level is provided at all times, the service provider needs a central reporting system, which brings together measurement data from a wide range of sources. The increasing heterogeneity of the IT environment – which includes a host, UNIX and Windows operating systems – makes central access to the relevant data essential.
For a long time, Vodafone Information Systems used a combination of two applications for reporting purposes, both of which ran on an IBM mainframe. In spite of the capabilities of these applications, they weren't scalable and were no longer able to keep pace with the most recent requirements.
A Single Point of Control
The system also offers completely new ways of presenting the information. Employees and customers can access the reports via the company intranet or the Internet using a Web browser anywhere and at any time. As the SAS solution has been integrated into the V.E.C.T.O.R. reporting system developed by Vodafone Information Systems, the company can guarantee that employees and customers can only display the information that is relevant to their needs. The presentation formats used are PDF and HTML, which ensures that the reports are presented in a standard way and in accordance with corporate identity guidelines. Customers themselves are able to choose the level of detail in the reports and therefore receive only the necessary information that they need to be able to complete their tasks. The simple archiving process means that developments can be tracked over a longer period without any additional work being involved.
Another reason for choosing SAS was that the licensing costs of many of the other solutions on the market were based on the number of users. Since this number could grow very rapidly as customers accessed the reports, this was not a viable option for Vodafone Information Systems. With SAS, Vodafone Information Systems found the pricing structure to fit their needs and their usage. In addition, SAS offers the necessary level of support.
The development of the data warehouse and the ETL functionality was completed with no major problems. More than 50 of Vodafone Information Systems' employees are already working successfully with the new reporting system, and the first customers are beginning to access information via the Internet. SSL encryption and authentication with SecureIT card/client certificates ensure that the data is transmitted securely. There are also plans to increase the number of data sources from five to between 10 and 12.
About Vodafone Information Systems
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Stefan Pannen (left), Project Leader; and Norbert Herting, Senior Specialist, Service Reporting
Customer retention and satisfaction, service data from many sources.
SAS provides a central Web-based reporting system.
“In order to provide the best possible service to our customers, we must constantly monitor all our measurement data. Using SAS, we can create valuable service level reports in a very short period of time, which benefits both us and our customers.”
Senior Specialist, Service Reporting