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Implementation of the Remote Management Center for Rural Public Internet Access Points at Libraries and Internet at Schools

Industries:

  • Diversified Services

Offering Groups:

  • Managed Services

Solution Areas:

  • Outsourcing Solutions

Regions:

  • Spain

Challenges:

  • Rural Internet (IR), Internet at Libraries (IaL) and Internet at Schools (IaS)

Benefits:

  • Remove the technological barriers.
  • promotion and dissemination of the information society.
  • Savings in costs and investments for RED.ES
  • Single contact point for RED.ES

The Challenge

The Public Business Entity Red.es, which forms part of the Ministry of Industry, Tourism and Commerce, through the State Secretariat of Telecommunications and the Information Society, has been assigned a series of tasks by Law in order to contribute to the development of telecommunications and the information society in our country.

In order to achieve this goal, Red.es has implemented several projects, which include Rural Internet (IR), Internet at Libraries (IaL) and Internet at Schools (IaS), through which a large number of TeleCenters have been put in place in rural areas and libraries. At present, there are more than 4000 operating, and it is foreseen that 1,500 towns throughout Spain will have them by the end of 2004, with a goal of 6,000 for late 2006. These TeleCenters are installations equipped with computers and broadband connections, which makes it possible for all people to be able to get onto the Internet in areas which otherwise lack the infrastructure to do so.

As a complement to this network of TeleCenters and for their proper operation, RED.ES required an operation and maintenance center at the national level, from which it could manage the TeleCenters in an organized, centralized way, thereby offering efficiency that would at the same time lead to lower operating costs and higher service quality for the users of the programs which promote the information society.

FUJITSU was chosen to set up and operate the Operation and Maintenance Center (OMC) required to support the information society promotion programs in Spain mentioned above. However, the design criteria used by Fujitsu for the OMC of RED.ES, in terms of its structure, features and growth potential, have made it easy to extend for supporting other similar projects (e.g., Internet at Schools) which RED.ES is currently undertaking.

Other design requirements for the RED.ES OMC were the result of the characteristics of the service’s end users: centers distributed throughout Spain, often in remote locations that are difficult to access, and in which there is no staff with knowledge about information technologies and communications, which is why the OMC had to have the following features:

  • Optimal operating capacity and remote problem-solving.
  • Interoperability of the OMC with the rest of the system.
  • Fast, reliable communications.
  • A strong management platform.
  • A fast, effective response that is intelligible to users.

One critical factor for the OMC of RED.ES was also its scalability. Because it was a project that would evolve over time in terms of the number of TeleCenters to be managed, with a high level of uncertainty regarding the pace at which the OMC would have to take over the management of new locations, it was necessary to combine the OMC’s capacity in order to assume the additional work load gradually with optimization of the costs associated with this change in capacity, making it possible to supply the most economic solutions possible to RED.ES. FUJITSU ensured this scalability in every aspect through its solution.

Last of all, a critical project with a level of dynamic energy like this one required strict discipline in management and control as the only mechanism that would guarantee the quality and continuity of the promised service. The pillars upon which FUJITSU has based this discipline are:

  • The establishment of project management with responsibility, authority and experience so as to ensure fulfillment of the service commitments.
  • The use of project management methodologies (METRICS) and service management (ITIL) for the management of implementation and development projects, and for the establishment and tracking of service processes, respectively.
  • The establishment of service level agreements (SLAs) that back up the commitments taken on by RED.ES with users and tracking and control indicators that detect and correct deviations from the service levels that have been established.

The Solution

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:

  • Management and Incident Resolution System (Helpdesk)
  • Management and Remote Operation System (Control Center)
  • Network Management and setup control System (Network Management)

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 FUJITSU Service SolutionTechnological Outsourcing – Management of the RED.ES Operation and Maintenance Center

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:

Initial Definition
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.

Design
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.

Deployment
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.

Management of the RED.ES OMC

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.

  • User Service Center for solving incidents, errors or service orders coming from the TeleCenters, based on the ticketing tools implemented for that purpose.
  • Remote control of all the TeleCenters, by keeping a list of the entire Hw and Sw inventory for them.
  • Management of the Network, the Internet access devices and the WLAN networks of the various TeleCenters.
  • Management of Terminals, covering the following tasks: management of terminals, management of Contents, management of URL filtering and User management.
  • Production of Statistics and Usage Reports for the TeleCenters.
  • Drafting of Service Level Statistics and Reports for submission to RED.ES.
  • Contact with third-party suppliers for support and maintenance of their tools.
  • Proposal of improvements in providing service, as well as proposals of modifications when there are changes in the environment and the conditions under which the service is provided. This achieves total adaptation to any changes.

The Benefits

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.