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Implementation Of The Development And Production Platform For The Service Center Of The Canary Islands Government

Industries:

  • Government

Offering Groups:

  • Consulting

Solution Areas:

  • Application Development

Regions:

  • Spain

Challenges:

  • Modernize the CyberCenter

Benefits:

  • Improvement in service for CyberCenter users
  • More efficient CyberCenter management
  • Greater potential for communication with the CyberCenter system
  • Greater speed in handling incidents and requests
  • Interface fully adapted to the CyberCenter’s criteria
  • Total integration and compatibility with all of the CyberCenter’s technological features and work procedures

The Challenge

The CyberCenter is an internal entity within the Canary Island Government that forms part of the General Department of Telecommunications and the Information Society. Its mission is to act as a user service center for computer-related matters. It handles a large volume of incidents and requests, more than 146,000 per year, because it provides service to 70,000 civil servants through 40 top-level operators and another 40 second-tier operators.

The reasons which led to the decision to modernize the CyberCenter’s management platform were mainly that, by gradually acquiring the aforementioned operation volumes, its maintenance was becoming more and more complicated. There were many difficulties in the old platform in terms of being able to carry out changes which would improve its management.

Furthermore, the computer inventory could not be integrated with the trouble ticketing application that controlled incidents and requests, which made providing service and locating errors for users more difficult.

It was also impossible to control the Service Level Agreements or SLAs which were reached with the entities to which it provided service. Last of all, the reports and listings were obtained directly from the database, which made it difficult and costly to manage all of the CyberCenter’s operations effectively.

The General Department of Telecommunications and the Information Society proposed new goals, in addition to solving the problems enumerated as requirements for FUJITSU: complete searching and location of users, categorization of incidents, control of SLAs by real and total time, publication on the web of various forms, notifications of any change in incidents for everyone involved and management of change using synchronization mechanisms.

FUJISTU tackled all of these problems in its offer by providing a reliable, strong, personalized solution that would ensure the highest level of service in the new system to be developed and implemented.

The Solution

The solution implemented by FUJITSU is based on Remedy. At this point, the cooperation agreement between the two companies was essential. In addition to the Remedy engine and the Helpdesk module, three further modules were implemented in order to meet the requirements of the CyberCenter: Change management, the SLA and Inventory Management.

FUJITSU made modifications to the necessary modules in order to become fully adjusted to the platform’s operation requirements and even modified Remedy’s internal logic. The thorough creation of parameters that was performed to achieve full adaptation to the requirements and procedural forms of the Canary Islands CyberCenter should also be pointed out.

This system, with the integration performed by FUJITSU, is compatible with the CyberCenter’s former platform: it supports the Oracle 9i database and runs in the operating system adapted for the CyberCenter: Solaris 8.

Another part of the solution consisted of Remedy’s integration with the Spectrum Network Management System and the Ericsson MD110 switchboard through the development of a CTI interface.

A Moreover, the sizing of nominal and floating licenses necessary to be able to run trouble-free was studied, given the volume and number of operators at the service center.

Services offered by Fujitsu

  • Technological Consulting
    FUJITSU’s experts and consultants performed the full adaptation of Remedy’s modules, in terms of both internal operation and presentation to the operator, by personalizing them to the Canary Islands CyberCenter criteria and at all times ensuring the proper operation of all the internal modules and connections in the system.

    Thanks to the total parameterization carried out by FUJITSU’s consultants, it is possible to provide the operator with all of the information regarding calling users, along with the entire history of that user’s incidents. It was made possible to cross reference incidents of various users produced due to a common error, as well as accelerating the final solution for a large percentage of incidents, thanks to the consultations made to the knowledge base.

    As for management, all of the incidents and requests were categorized in accordance with various priority levels, by implementing approval and authorization circuits, which was especially necessary for change requests, and scaling. The Service Level Agreement (SLAs) were perfectly controlled and synchronized with all of the module (inventory, changes, etc.) so as to avoid failing to fulfill objectives due to errors in management.

    Also important was the work carried out in terms of reports. Not only were numerous reports and listings custom designed, but their generation was also automated to the greatest extent possible, thereby reducing the time required to produce them.

    As a part of the solution, needs were analyzed in terms of the number of licenses, so as to achieve the best option in terms of the cost-operation relationship for the CyberCenter.

    The good work performed in this stage of the project led to total success in the system’s implementation, and no relevant incidents have taken place since the day it began running.
  • Application Integration and Development
    FUJITSU performed total integration of the new Remedy system with the rest of the procedures and technological elements of the CyberCenter.
    This integration has allowed for the automatic production of an incident record for each alarm or error detected by the Network Management System (Spectrum), thereby significantly reducing the time for assignment of a problem to a technician and improving the control and monitoring of SLAs for this type of incidents.

    The integration carried out with the switchboard has therefore made it possible for operators to provide better service to users, because the users’ full location and identification has been made available, as well as their history.

    However, the most important integration performed was undoubtedly that carried out at the level of the center’s procedures and management, which led to easy, successful implementation of the system.
  • User Support and Training
    FUJITSU has given several courses that have combined theoretical and practical training in such a way that the acquisition of necessary knowledge by the various people involved in the handling and operation of the system was guaranteed. All of this was promoted through an active, participatory methodology.

    Thanks to these courses, all of the system operators and administrators were prepared to use the system when it was put into place.
  • Maintenance and Support

    The maintenance and support period, for both the system and the CyberCenter’s operators and civil servants, were the responsibility of a team of consultants and specialists, under the leadership of a project manager. During this time, new work involving adaptations, changes and improvements in the system developed may be carried out.

The Benefits

Improvement in service for CyberCenter users

Thanks to the improvements put in place, the operators are provided with all of the information on users and are able to located and identify them as soon as they receive the incident, whether by telephone number, full name or system user name (login). As a result, the person can be assisted in a more personalized manner, and his or her request can be handled more quickly. Furthermore, the user can be informed of the status of his or her records or tickets, and the action taken on them, at all times.

More efficient CyberCenter management

The notifications system makes it possible to achieve immediate communications among various departments, which facilitates the resolution of service requests. The inclusion of modules such as inventory and change management, and their relationship with each other, as well as the automation of procedures and scaled features, allows for a decrease in non-fulfillment of objectives. Especially important is the advancement achieved in creating reports, which allows administrators and the different managers to get a complete overview of the service center’s status and total control over SLAs.

Greater potential for communication with the CyberCenter system

Access via web (intranet requiring authorization) for the creation and consultation of incidents, as well as the mailing of any suggestion or modification, makes it possible to achieve greater communication potential with the CyberCenter for the civil servants, as well as taking a burden off of the top-level operators in terms of call volume. All of this has the effect of improving the quality of service provided by the CyberCenter.

Greater speed in handling incidents and requests

The full computerization of the process, the knowledge base and the fast search of users and solutions accelerates the search for solutions to problems and the tracking of the tasks necessary to carry out changes requested by users.

Interface fully adapted to the CyberCenter’s criteria

The work screens, fields and graphic elements (colors, etc.) were custom designed for the CyberCenter.

Total integration and compatibility with all of the CyberCenter’s technological features and work procedures
.

The solution provided by FUJITSU not only included the perfect relationship among all of the systems and applications, but is also fully adapted to the work system desired by the CyberCenter.

Total system security

Different levels of authentication are required to gain access to the various user profiles and perform certain activities, and therefore the access to information is secure. This security policy is also applied to the different authorization and approval circuits implemented.

Customized solution for the CYBERCENTER

FUJITSU has adapted its professional services to the specific needs of the CyberCenter in the improvement of its service center, thereby placing the most advanced information technology and communication services at the service of a unique, innovative, competitive solution.