Over the years, a build-up of legacy tools can result in a complex support infrastructure that is difficult to maintain and interface with new applications. With so many different tools in play across varied and hybrid networks, it’s easy to get stuck shifting from one application to the next, inputting the same data repeatedly and checking system after system to find the right information. This brings an important question to the forefront – how many tools is too many?
As technology advances at a rapid pace, tool consolidation has become a natural—and necessary—evolution. By retiring legacy systems in favor of a single platform, managed service providers and enterprises can effectively streamline their business operations and completely transform their service management.
A Build-Up of Legacy Tools Presents Business Challenges
Not surprisingly, adopting a multitude of siloed tools and systems can present a wide range of challenges for a business. It leads to a “swivel chair management” way of operating, which can unnecessarily slow down information triage and remediation as precious time is wasted toggling between the many different applications.
As legacy tools build up and begin to deteriorate over time, this can result in an increased security risk and an inability to support new service offerings. In addition, there are a lot of expenses associated with having to manually maintain and integrate all of these tools on a regular basis.
A great example of this is open eir, Ireland’s largest supplier of wholesale telecommunication services. It was operating a number of siloed fault and performance monitoring systems for each network and IT domain, which resulted in a segmented view of network performance. In addition, open eir’s service management infrastructure was not agile enough to support new and diverse services, and required constant updates, customization and integration to add functionality. An overall leaner and simpler assurance solution was necessary in order to enhance open eir’s service to its customer base in a cost-effective and timely manner.
The Benefits of Tool Consolidation
With tool consolidation, managed service providers and enterprises are able to simplify and automate their service management by streamlining data into a single, scalable software platform, such as our Assure1 solution.
This eliminates the need for tool-to-tool integration and maintenance and provides complete, real-time visibility across all services, which in turn can help to further align and accelerate business initiatives. Furthermore, tool consolidation can yield significant operational efficiency, scalability and cost advantages over existing, siloed legacy systems – ultimately resulting in an enhanced user experience for customers.
In the case of open eir, Assure1 was deployed as its single incident and event collection tool, which helped to drive site consolidation and the retirement of many existing legacy tools, including SMARTS, Netcool and InfoVista. It also formed a key assurance data source for operations automation.
As a result of implementing Assure1, open eir was able to streamline five support sites into one service management center, thereby reducing operational expenses by 40% and employee headcount by 50%. It also allowed open eir to rapidly expand existing services and introduce new services without adding more assurance tools and operational costs. In addition, open eir achieved—and even exceeded—its key performance indicators. For instance, it saw significant improvements in its service-level agreement (SLA) metrics. In fact, 96% of premium SLAs were repaired within six hours, and 91% of standard SLAs were repaired within eight hours.
With tool consolidation, enterprises and managed service providers like open eir can eliminate the complexity of overlapping legacy tools and streamline their business operations – and, in turn, completely transform their service management.