FUJITSU created an Operation and Maintenance Center (OMC) at its own installations for the housing of equipment and the staff devoted to the project.
The RED.ES OMC is made up of three large systems for the management and control of the TeleCenters:
These three functions, inter-dependent amongst each other, were designed and act as an integrated whole, the role of which is to ensure availability under optimal conditions for the operating infrastructures of the TeleCenters and to solve any problems that users may have with them.
FUJITSU also proposed a mechanism for management in the service oriented towards balanced, simultaneous management through a management system with the corresponding indicators and control instruments, thereby offering a clear overview of the service situation, while making it possible to take effective action in the event of changes in the environment or any deviations from the planned results.
FUJITSU carried out this turnkey project by taking responsibility for the supply and installation of all the hardware and software platforms required to house the incident management applications and the remote management and operation of the TeleCenters.
As elements used in the solution, it should also be pointed out that the incident management solution was based on Remedy®, while the TeleCenter management solution was supplied and adapted by Fractalia on the Iriscene® platform. FUJITSU assigned a complete team of Consultants, System Technicians and Operators to the project, as well as a Project Managers as the persons responsible for running the entire ensemble.
The alliances and cooperation agreements with the companies that supplied the software tools necessary for implementing all of the management systems, including BMC® Software, Fractalia and CISCO® Systems, some of which have a privileged “Gold Partners” relationship with FUJITSU, were fundamental to success in implementing the project.
The Outsourcing service provided by FUJITSU led to an integrated solution for RED.ES that included both the RED.ES OMC’s implementation and the housing of its platforms for the OMC’s management.
The implementation project was structured into several stages:
In this stage, the various initial data necessary to design the RED.ES OMC and later manage it were gathered: registration of all the TeleCenters to be included in the OMC for their remote management, inventory of hardware and software for the project, definition of intermediaries, tools and interfaces to be taken into account, etc.
The support and remote management service were proposed bearing in mind the relationship and capacity that the tools used were to have. Both the location and the shifts of the operators at the centers were determined, and the specification of a report management system was carried out. Last of all, an Implementation Plan was drafted in order to carry out the subsequent stage.
In this stage, the installation and start-up of the center were carried out, in accordance with the previously drafted plan: resources were assigned, the setups of all equipment were performed, the procedures were launched, and all of the RED.ES OMC activities were initiated. This stage constituted the beginning of the service level agreements (SLAs).
All of the machines and equipment necessary were housed at the IDC (Internet Data Center) installations of FUJITSU, including the contingency plans and the high-level installations for the services provided by this Service Center.
The RED.ES OMC has a support center that ensures the continuity of operations in the event of serious errors at the main center, thereby guaranteeing maximum availability and the highest level of service for users.
FUJITSU is responsible for the operations and administration of the OMC’s equipment and the TeleCenters and is in charge of all of their management systems.
FUJITSU’s staff is available 24x7 for all platform monitoring, operation and administration tasks.
The project makes it possible to remove the technological barriers existing between developed areas, which have an adequate level of communication infrastructures, and rural areas or areas with a lower level of technological services, making it possible for a large number of people to be able to have a broadband connection to the Internet. This allows for the promotion and dissemination of the information society and evens out the conditions between all people, regardless of their place of residence.
The outsourcing of these tasks to FUJITSU allows RED.ES to avoid having to dedicate space, human resources and materials to tasks which do not form part of its main activity, though it does help to achieve the entity’s objectives, since it can focus all of its capacity and efforts on them. All of this leads to savings in costs and investments for RED.ES, which at the same time has the service quality that it receives ensured by contract (SLA). It therefore keeps control over the activities carried out at the RED.ES OMC. The OMC was designed with the highest levels of availability, security and connectivity so as to provide the best service possible to the service’s end users. FUJITSU also acts as a single contact point for RED.ES with the remaining third-party suppliers, which facilitates the management of this field for RED.ES.
FUJITSU is a specialist in Outsourcing service and has a wide range of services which include everything from application or process outsourcing (BPO) to total micro-computing outsourcing for a company, thereby adapting to the needs of each Client.
Share this page