HP Software customer success stories - Brochure ADM and ITOM 2014 EMEA Edition
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Brochure HP Software customer success stories ADM and ITOM 2014 EMEA Edition
HP Software ADM and ITOM customer success stories - 2014 Edition Table of contents 3 Customer Stories 4 Communications, Media and Entertainment 5 Aareon 6 Large French Telecom Operator 7 BSkyB 8 Casablanca INT 9 EVRY 10 MegaFon Far East 11 Migros 12 Nokia 13 Playtech (BSM) 14 Playtech 15 Retegal 16 Savvis 17 SDC 18 Turk Telekom 19 Turkcell (SA) 20 Turkcell (OO) 21 Virgin Media 22 Yota 23 Financial Services Industry 24 CSS 25 Isbank 26 Societa Cattolica di Assicurazione 27 Sparkasse Celle 28 Swiss Life 29 Turkish Economy Bank 30 Yapı Kredi Bank (PPM) 31 Yapı Kredi Bank (ITSM) 32 Manufacturing and Distribution Industries 33 AVL 34 JSC Russian Railways 35 Lufthansa 36 Open Grid 37 Specsavers 38 Public Sector 39 Dubai Customs 40 FCO Services 41 UCAS
HP Software ADM and ITOM customer success stories - 2014 Edition
Our software, your success
It’s your turn to shine. With HP enterprise IT operations
software solutions you can deliver IT applications
• With Automation and Orchestration solutions
quickly and consistently. Reap new levels of
enhance IT operations to maximise efficiency
business efficiency, agility and scalability within
across heterogeneous environments
heterogeneous environments.
• With Business Service Management
This book highlights IT Management success stories gain 360 degree visibility across the
focused on two solutions: end-to-end environment
Application Lifecycle Management • With Service and Portfolio Management
implement a new style of IT management that
• With Application Lifecycle Management deliver
is more user-centric, collaborative, proactive
velocity and quality across the application
and automated
lifecycle with predictable, simplified and
collaborative planning, development, testing Experience our customers’ stories first
and delivery of business-critical applications hand and see how your business can be
• With Mobile Applications develop, improved implementing a comprehensive
distribute, test and secure mobile IT Management solution.
applications for your enterprise Thank you to all our customers who contributed
to this HP Software ADM and ITOM customer
success story book. We hope it inspires you.
Rafael Brugnini
Vice President & General Manager
HP Software EMEA
3
Communications, Media and Entertainment 4
HP Software ADM and ITOM customer success stories - 2014 Edition
Case study
Aareon improves demand request
resolution times by 25 per cent
Industry
Property services
Objective
Improve customer service through common
end-to-end processes and more efficient tracking
of demand requests
Approach
Brought different departments together to define
common processes that would drive the decision
on which unified solution to choose. Used company
output to evaluate ten possible tools
IT matters
• Provides a single view of all demands to
reduce complexity and increase
inter-departmental efficiency
• Delivers SAP transport functionality so projects
can be efficiently tracked from development to
test and on to production
Business matters
• Reduces demand request resolution times by “Our reaction and resolution times demand requests,
25 per cent to improve customer service
like incidents and complaints, and the quality of the
• Gives support organisations transparency
concerning the support situation for one customer,
support we can give to customers, has been significantly
a group of customers or a product improved since we started to use HP Project and
• Gives customers transparency into the progress
of their demands, which also improves customer
Portfolio Management. HP is a good partner for us.”
relations and service – Ingo Stoffel, project manager Support Tools within Service Management Department, Aareon AG
• Ensures that all Aareon systems are
running to their full efficiency to increase
commercial competitiveness Property management is a complex operation that directly
• Allows the development of transitional processes
that support international expansion plans
affects the lives of millions of tenants and house occupiers.
Delivering good service requires a combination of specialised
housing management applications and sound business
processes. For this reason, many organisations turn to
specialist consultants for assistance.
One of the leading companies providing that assistance is
Aareon, Europe’s leading consultancy and systems house for
the property sector. Headquartered in Mainz, Germany and
operating from 20 locations in five European Union countries.
Scan the QR code with your Smartphone or
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5
HP Software ADM and ITOM customer success stories - 2014 Edition
Case study
Mobile operator centralises
management of two networks
HP Network Node Manager i (NNMi) 9 optimises
network management and increases profitability
Industry
Telecommunications
Objective
Integrate two different management systems onto
a single cohesive platform
Approach
Performed a profitability study to test the viability
of migrating to a single system
IT matters
• Delivers a single management system
with two HP NNMi 9 systems to control all
of the equipment
• Provides a new web interface to simplify and
enhance monitoring activities
• Simplifies the system architecture by moving
from Sun to Linux machines
• Integrates all controllers within five teams for
the entire environment
Business matters “Based on the experience we have had using HP NNMi 9
• Results in an 18 month ROI for the total integration
to manage our fixed network, we wanted the same level
• Supports a profit of €400,000 with an investment
of €500,000 of functionality and reliability for our mobile network.
• Reduces infrastructure costs to one fifth and also This is why we decided to converge the management of
cuts service costs
both networks.”
– Head of OSS Management
Integrating two different systems
When a leading French telecoms operator took over one
of the country’s internet service providers the result was
two technical platforms. The answer was to combine them
into one network management system and for the new
consolidated platform to be based on HP Network Node
Manager i 9 integrated with HP TeMIP.
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6
HP Software ADM and ITOM customer success stories - 2014 Edition
Case study
British Sky Broadcasting transforms
performance testing environment to
strengthen reputation for media innovation
Industry
Communications, Media & Entertainment
Objective
Create a centralised testing environment, available
at multiple sites allowing greater collaboration and
a better way of working across the business
Approach
Formed a business plan based on enterprise
options with HP, supplier of incumbent
LoadRunner software
IT matters
• Standardised processes and centralised
resources, enabling greater collaboration among
testing team, reducing duplication and replicating
best practise
• Increased testing capacity, allowing the business
to more than double its testing workload while
only adding 20 per cent more manpower
• Enabled testing to be scheduled out of hours,
raising performance testing throughout by
150 per cent
“This is as difficult a performance testing environment
as I’ve seen anywhere. You’re working on new ideas on
Business matters
• Enabled rapid development of new products and
a large scale to a fast pace, yet the tools keep pace.
services, securely and effectively, maintaining We have access to information we’d never previously
business reputation for innovation
• Centralised licence models, improving delivery
considered. Performance testing has gone from
times and increasing value to the business nice-to-have to essential. We rely on HP tools to succeed.”
– Billy Hamilton, test team manager, British Sky Broadcasting
British Sky Broadcasting (BSkyB) is a satellite broadcaster
based in the UK. It has 10.5 million customers and reported
revenues of £6.5 billion for 2011.
The business has grown from a pioneer of satellite TV
into a ‘triple play’ operator. It currently has 4m broadband
and 3m SkyTalk telephone customers; it is looking to push
an increasing amount of content through mobile phones,
laptops and tablets. It has a reputation for leading the market
in innovation, being the first to launch remote record (Sky+),
driving the viewing standard to HD and content-via-mobile
devices (Sky Go).
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7
HP Software ADM and ITOM customer success stories - 2014 Edition
Case study
Casablanca INT goes into the cloud for
flexible, reliable service provisioning
Industry
Computer Software/Services
Objective
Rapidly respond to customer demand for cloud-
based services with a reliable, scalable platform
Approach
Performed a profitability study to test the viability
of migrating to a single system
IT matters
• Simplified implementation, management and
support with single vendor solution
• Cut time required for network management
by 50 per cent, therefore freeing staff for
customer-facing tasks
• Freed up rack space due to high processor
density of server blades, leading to extra income
as space can be rented to customers
Business matters
• Reduced staff costs due to efficient, automated “Our decision was easy because there is no other
system management
• Improved customer offering and competitiveness
product in the market comparable to HP CloudSystem.
with self-service portal and high level of security Also because it is based on the leading HP Converged
• Boosted reliability, enabling Casablanca INT to Infrastructure approach, this gave us a single vendor
meet service level agreement of 100 per cent
uptime for its customers solution to simplify implementation and support.”
– Lubomir Pinkava, CTO, Casablanca INT
Casablanca INT provides internet, data and voice services
in the Czech Republic, including managed servers and
server hosting, and is one of the country’s top five
telecommunications service providers.
The company has in the past split its business between
internet service provisioning and selling IT services and
solutions. Over the last three years, it has seen its business
change, as Lubomir Pinkava, CTO at Casablanca INT,
explains, “Customers are running servers for longer and
delaying the purchase of new equipment. Instead,
they are thinking about buying cloud services – we need
to stay on top of new technology, so it was the right time
to start offering cloud services.”
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8
HP Software ADM and ITOM customer success stories - 2014 Edition
Case study
EVRY empowers staff to work
more efficiently
Industry
IT Services
Objective
Enable staff to work more efficiently and achieve
maximum benefit from HP Software products
Approach
Used HP Software Education to purchase HP ART
IT matters
• Specialist HP content and pre-configured
templates can be customised and distributed
using HP ART development authoring tool and
deployment platform with Show Me and Try
Me features
• Automated capture of on-screen activity can be
easily published into dozens of outputs and in
30 different languages
Business matters
• Product information can be kept up to date
through HP ART easy editing function, ensuring
maximum value from software investments “With HP ART, EVRY has a tool that enables our
• The cost of using external agencies (previously organisation to produce, publish and maintain
NOK400,000) is avoided
e-learning, user guides, documentation and websites
• Deployment times for new projects are reduced by
up to one week for the benefit of our customers and our employees.”
• Simple presentations can be generated and – Sigve Sandvik, team leader and solution advisor, ITSM Tool Department, EVRY
distributed in just one hour
• Staff productivity and efficiency is
increased through easy ongoing access Powerful way to maximise investment value
to education materials
Norway’s largest IT company, EVRY, uses many of
HP Software IT Service Management (ITSM) products.
It wanted an effective way to train and enable 10,000
members of staff to work more efficiently and get best value
from the software investment. The answer was HP Adoption
Readiness Tool from HP Software Education Services.
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9
HP Software ADM and ITOM customer success stories - 2014 Edition
Case study
HP Software delivers IT Service
Management for MegaFon’s Far East Branch
Industry
Communications, Media & Entertainment
Objective
Create a centralised IT Service Management system
to increase the company’s operating efficiency
Approach
Using ITIL methodology, MegaFon Far East Branch
looked to utilise a Configuration Management
Database (CMDB) as the hub of their IT Service
Management solution supported with automated
software tools
IT matters
• Improved IT staff performance and efficiency
through the introduction of automated
software tools
• Delivered the ability to isolate test zones as
well as discover unused resources, incorrectly
configured IP addresses, servers lacking correct
software, systems without hot standbys,
and inefficiently used licenses
• Automated 120,000 configuration items
“The mobile services market in Russia is highly
with 170,000 dependencies competitive, so customer confidence is highly prized.
• Reduced reporting development To improve subscriber service quality, increase
times from several weeks to a week,
depending on circumstances customer loyalty, and provide new solid services on
• Strengthened the IT management a timely basis we need a high-performing and highly
processes and further developed infrastructure
operation and maintenance procedures in line
manageable IT infrastructure.”
with ITIL recommendations – Yuri Zhuravel, director, MegaFon Far East
Business matters
• Increased infrastructure reliability and enhanced
business process continuity expediting the MegaFon OJSC is one of the largest telecommunications
deployment of new services and quality of businesses in Russia providing mobile and fixed phone
subscriber services
services, broadband internet and a number of related
services across the Russian Federation.
MegaFon Far East offers its services in Irkutsk, Amur,
Sakhalin and Magadan oblasts; Jewish Autonomous Oblast;
Zabaykalski, Khabarovsk, Primorsky and Kamchatka
Krais; as well as Buryatiya, Sakha Republic, and Chukotka
Autonomous Okrug. In other words, the branch covers a vast
area, approximately 45 per cent of the Russian Federation,
with a population of about 12 million. Large distances
between human settlements and low population density
are typical for this immense territory.
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10HP Software ADM and ITOM customer success stories - 2014 Edition
Case study
Migros keeps customers loyal while
dealing with rapid growth
Industry
Retail
Objective
Support exceptional growth while maintaining
high customer satisfaction levels by raising IT
service quality
Approach
Already a fully satisfied HP customer,
Migros met with three vendors to
evaluate service management solutions.
Confident of a cost-efficient solution
compliant with requirements, Migros chose HP
IT matters
• Reduced downtime by providing standard-based
connections to service partners that enabled
automated incident alerts
• Increased efficiency by building employees’
confidence in IT’s services, eliminating the need
for phone calls
• Increased confidence that service partners were
meeting SLAs through information transparency
“We have been growing our business at a rate of
and data integrity 12 per cent every year since 2009. In the IT department
Business matters
we have been able to maintain our low employee
• Protected revenues by maintaining high customer numbers because we are using this very strong and
service levels during growth
robust HP ITSM solution.”
• Ensured compelling customer experience through
reducing incident resolution times from 3.5 days –Atilla Övündür, IT operations and services manager, Migros
to less than one day
• Lowered operational costs by enabling
proactive maintenance approach that increases Migros cuts incident resolution times
asset longevity
significantly with HP ITSM
• Enabled IT to support the needs of fast-growing
business by improving flexibility of service Migros was experiencing unprecedented growth,
management solution increasing store numbers above 50 per cent over five years.
To maintain market position it needed to continue to deliver
a compelling customer experience despite the rapid growth.
Thus, IT needed to ensure the availability of the growing
number of assets – from cash registers and scales to PCs
and printers. Today IT relies on a comprehensive HP IT
Service Management solution for improving service quality,
resulting in a reduction in the number of incidents and a
70 per cent reduction in incident resolution times.
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11HP Software ADM and ITOM customer success stories - 2014 Edition
Case study
Nokia transforms application performance
testing and monitoring landscape
Industry
Telecommunications
Objective
Build a robust standardised, enterprise-level
service management platform, to test and monitor
applications and systems, improve quality and
lower costs
Approach
Deliver cost-effective IT testing and monitoring
services to support Nokia strategy to increase
market share of the smartphone sector
IT matters
• Creates a resilient, standardised development,
testing and monitoring capability with a
lifecycle approach, improving application and
systems quality
• Speeds workflows and increases the visibility
of processes, tests and defects over the
release lifecycle, boosting productivity and
IT service delivery
• Analyses and validates application performance
“Compared to other market offerings, the HP Software
against business requirements, mitigating risk portfolio was the ticket. It was the only one that offered
Business matters
a clear lifecycle for application performance testing and
• Offers a highly flexible and simple-to-use monitoring, from development, into production and back.
testing and monitoring environment, generating
significant cost savings to support the company’s Creating such a cycle complements our thinking well and
cost-reduction strategy was the most important factor in our decision.”
• Lowers application defects to accelerate
time-to-market, delivering a competitive – Juho Aarnio, senior capability manager, performance engineering and monitoring, Nokia ICMs
edge within the smartphone sector
• Reduces mission-critical downtime,
safeguarding business continuity Nokia and a changing market
Over the last 150 years, Nokia Oyj has evolved from a
riverside paper mill in south-western Finland to a global
telecommunications leader connecting over 1.3 billion people.
Based in Espoo, near Helsinki, the corporation produces
mobile telephones and other portable devices, offers a range
of internet services and delivers digital mapping information
and navigation services. It operates in 120 countries with
production facilities in Central and Southern America, Europe,
the Far East and India.
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12HP Software ADM and ITOM customer success stories - 2014 Edition
Case study
Playtech
HP Service Health Analyzer delivers predictive analytics
Industry
Online Gaming
Objective
Ensure 99.999% uptime
Approach
Deploy HP Service Health Analyzer among overall
deployment of HP monitoring solutions
IT matters
• Predictive – detect potential problems before
end-users are impacted
• Holistic – extend monitoring coverage
• Reliable – deliver 99.999% uptime
Business matters
• Ensure high quality end-user experience
• Meet customer SLAs
• Ensure uninterrupted revenue stream
“To us it’s much better to have dynamic thresholds than
static ones, and HP Service Health Analyzer provides
that to us.”
– Eli Eyal, operational support system team leader, Playtech
Playtech develops unified software platforms and content for
the online and land-based gaming industries, and provides
a range of ancillary services such as marketing, hosting and
Customer Relationship Management (CRM). Web applications
lie at the heart of Playtech’s gaming business and are the
company’s primary revenue source. Flawless performance
and 99.999% uptime are critical, especially during peak
usage times such as sports races and other special events.
Even minor performance glitches can spoil users’ gaming
experiences and disrupt revenue streams.
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13HP Software ADM and ITOM customer success stories - 2014 Edition
Case study
Playtech
HP monitoring tools deliver game-changing uptime
Industry
Online gaming
Objective
•Ensure 99.999% uptime
Approach
Deploy integrated HP monitoring solutions
IT matters
• Deliver 99.999% uptime
• Provide end-to-end visibility
• Detect potential problems before user impact
• Detect, fix issues in minutes vs. hours
Business matters
• Ensure high quality end-user experience
• Meet customer SLAs
• Ensure uninterrupted revenue stream
“Monitoring should not be only in one simple dimension;
it should be in multiple layers and dimensions. That is a
real advantage of the HP technology.”
–Eli Eyal, operational support system team leader, Playtech
HP monitoring tools prove solid bet for gaming company
Playtech develops unified software platforms and content
for the online and land-based gaming industries, and
provides a range of ancillary services such as marketing,
hosting and Customer Relationship Management (CRM).
Flawless performance and 99.999% uptime are critical,
especially during peak usage times such as sports races and
other special events. Even minor performance glitches can
spoil users’ gaming experiences and disrupt revenue streams.
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14HP Software ADM and ITOM customer success stories - 2014 Edition
Case study
Retegal expands its network with
HP intelligent monitoring
Industry
Telecommunications
Objective
Implement an automated network management
solution to improve customer service on an
increasingly complex network
Approach
Purchased HP Automated Network Management
solution having identified potential benefits
from short trials. Was confident of a technically
advanced, yet cost-efficient solution in
HP Operations Manager after putting a further
project out to competitive tender
IT matters
• Established alerting mechanisms, reducing
false alarms by 70 per cent and incidents by
25 per cent
• Provided an up-to-date network topology,
reducing time to identify incident root cause
by 50 per cent
• Automated network configuration, reducing
“HP Automated Network Management tools have made it
time spent by 80 per cent and configuration considerably easier for us to monitor and manage our
management problems to zero
increasingly complex network. We now have the reliable,
Business matters always-on network that our customers demand.”
• Improved network availability, increasing
customer satisfaction levels – Juan Luis Ruiz Buján, broadband department manager, Retegal
• Reduced technicians needed for network
monitoring from nine to four, saving time and
money, enabling technicians to be redeployed We are all becoming increasingly reliant on communication
on higher-value tasks
technologies in both our professional and personal lives.
Businesses, governments and individuals are increasingly
dependent on network capacity and service quality
for fulfilling their day-to-day duties – from processing
transactions and delivering services to communicating with
friends and family. Over the next few years, as businesses
and governments make moves into the cloud, demand on
communication networks is expected to accelerate further.
Coupled with growing demands from consumer online
gaming, IP-TV and video streaming, the telecommunications
industry faces some considerable challenges.
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15HP Software ADM and ITOM customer success stories - 2014 Edition
Case study
Savvis speeds up time-to-market
for new cloud services
HP Business Service Automation cuts
50 per cent from the cost of new product builds
Industry
Telecommunications
Objective
Build operational efficiencies and speed up
time-to-market
Approach
Evaluated and tested various software vendor
solutions to assess their business value
IT matters
• Achieves 20 per cent labour savings in
maintaining and patching servers
• Improves the efficiency of provisioning new
servers by 30 per cent to streamline customer
service and cash flow
• Reduces the mean time to identify changes from
hours to minutes, lowering the negative impact
on customers’ businesses
Business matters
• Reduces the time and cost of resolving incidents “From a development and automation perspective,
through the solution’s self-healing capability
which saved approximately USD$160,000 in the HP Business Service Automation provides a highly
first three months of 2012
scalable platform for building industry-leading cloud
• Saves 50 per cent on the cost of building new
products with HP Operations Orchestration rather
solutions. In some cases, we can deliver those cloud
than traditional methods solutions 30 per cent faster and at 50 per cent less cost.”
• Improves time-to-market for new solutions
– Art Sanderson, senior manager, Enterprise Management Tools, Savvis
• Frees IT staff to focus on business innovation
New strategy for enterprise businesses
Difficult financial conditions mean that IT professionals are
constantly trying to do more with less. They have to deal
with numerous applications, customizations, compliance
demands, security threats and other complications, and they
have to achieve this in the face of rising costs and reducing
budgets. To reduce cost and complexity and increase
efficiency, many large enterprises are turning to cloud
computing and are outsourcing the management of their
IT environments, leaving them free to concentrate on business.
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16HP Software ADM and ITOM customer success stories - 2014 Edition
Case study
Skandinavisk Data Center scales new
heights in test automation
Leading Danish IT provider adopts HP Business
Process Testing to create its automated testing solutions
Industry
Finance
Objective
Save time, achieve greater productivity and speed
up troubleshooting in its test environment
Approach
Ensure return on new investments are
justified within first year of operations,
to meet business expectations
IT matters
• Detects faults in applications from day to day,
rather than too late in the development process
• Transfers testing skills from routine tasks to
more specialised tasks
• Creates a library of automated scripts, available
throughout the business
Business matters
• Streamlined the testing procedure, ensuring faster
project delivery “Our approach to test automation is extremely
• Reduced number of faults improving
production quality
business-oriented. We were aiming to obtain
• Standardisation of processes boosted working
quantifiable benefits in the form of time savings,
relationship between testers and developers higher productivity and speedier troubleshooting.
• Increased automation has saved manpower costs, All three objectives have been met and we have boosted
diverting resources into more value-add projects
and justifying first-year return our commitment and cooperation at the same time,
meaning that the investment in testing automation is a
clear win-win for us.”
– Annette Lotz, quality director, Skandinavisk Data Center A/S
Test automation project sees return on
investment within one year
As a full service IT centre for 137 Danish, Norwegian,
Swedish and Faroese financial institutions, SDC is heavily
involved in development with a correspondingly high level
of resources devoted to testing. In 2009 the company took
the first step towards test automation. A solution provided
by HP builds a bridge between business and development.
It has already delivered cash savings, higher productivity
and faster troubleshooting.
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17HP Software ADM and ITOM customer success stories - 2014 Edition
Case study
Türk Telekom speeds time-to-market
with new monitoring environment
Türk Telekom creates fully-integrated monitoring
and testing platform with HP Software solutions
Industry
Telecommunications
Objective
Implement a fully-integrated applications and
systems management platform to improve quality
and performance, and accelerate time-to-market
Approach
Identify a highly flexible set of testing and
monitoring tools to complement the existing
ITSM environment
IT matters
• Offers a fully-integrated and flexible
development, testing and monitoring capability,
improving 20 business-critical processes
• Identifies and eliminates process bottlenecks,
reducing problem resolution times by up to
300 per cent
• Monitors 80 per cent of the end-user experience,
aiding troubleshooting and root cause analysis
• Improves applications and systems quality “The out-of-the-box HP tools are very flexible, easy to
and performance, satisfying Key Performance
Indicators (KPIs)
customise and integrate well with existing software
solutions. They also come with excellent local support
Business matters
• Lowers the application deployment process by
which is essential within an industry that demands high
between 25 and 50 per cent, accelerating systems availability and outstanding service delivery.
time-to-market and delivering a competitive edge
• Offers at least 99.99 per cent availability for
We need to resolve issues in minutes not hours.”
mission-critical processes, ensuring – Mustafa Ince, applications operations manager, Türk Telekom
business continuity
• Manages service levels in real-time,
satisfying Service Level Agreements (SLA) Applications and systems performance monitoring
and business objectives
Türk Telekom, Turkey’s leading communication and
convergence technology organisation, employs a
fully-integrated HP applications and systems monitoring
and performance testing platform comprising several
HP Software solutions to improve quality,
enhance business-critical processes and
accelerate time-to-market.
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18HP Software ADM and ITOM customer success stories - 2014 Edition
Case study
Turkcell automates operational
tasks, cutting time and risk
HP Server Automation standardises, consolidates and
automates server operations
Industry
Communications Service Providers
Objective
Optimise limited human resources within very large
server estate, saving time through automation
while improving quality and reducing risk
Approach
Turkcell met with five vendors. HP rapidly prepared
a proof-of-concept enabling Turkcell to appreciate
how HP automation solutions could effectively
improve productivity
IT matters
• Enabled IT to standardise, consolidate
and automate server operations,
simplifying management
• Cut cost and complexity of managing a large,
hybrid server estate
• Reduced time taken to check adherence to
security compliance policies from 55 hours
to 20 minutes “Manually performing checks on the 15 security
• Reduced time taken to provision virtual PC from
five days to 40 minutes
compliance policies used to take up to 10 minutes for
each of the 330 servers – about 55 hours to complete
Business matters
• Reduced human error, increasing quality
everything. Today with HP Server Automation it takes
• Ensured security and compliance, significantly just 20 minutes.”
reducing risk
– Şinasi Bilgen, senior IT specialist, Turkcell
• Enabled task automation to be integrated into
process automation projects, providing a single
cost-effective solution
Turkcell reduces risk through HP Server Automation
Turkcell’s hybrid infrastructure includes the 4,000 servers
that support the value-added services it delivers to its
customers. With numerous manual, repetitive and scheduled
IT housekeeping tasks, including 15 security compliance
policy checks on 330 servers, IT needed to optimise limited
resources. HP Server Automation standardises, consolidates
and automates server operations, simplifying management
while increasing productivity and reducing risk.
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19HP Software ADM and ITOM customer success stories - 2014 Edition
Case study
Turkcell improves productivity
through processes automation
HP Operations Orchestration brings savings
of over 3,300 man-hours every month
Industry
Communications Service Providers
Objective
Optimise the limited use of human resources
within a very large server estate, saving time
through automation and improving quality
through standardisation
Approach
Turkcell met with five vendors. HP rapidly prepared
a proof-of-concept enabling Turkcell to appreciate
how HP Operations Orchestration could effectively
improve productivity
IT matters
• Provided savings of over 3,300 man-hours
each month, significantly improving the IT
team’s productivity
• Reduced the time taken to provision virtual PC
from five days to 40 minutes
• Decreased incident resolution time from
30 minutes to two minutes, increasing the
availability of added-value services
“We approached five vendors and after a proof-of-concept,
• Six per cent of 45,000 incidents resolved
chose HP Operations Orchestration because of the
automatically, increasing efficiency out-of-the-box integration with our other HP tools,
Business matters
their well-defined support and because it is so
• Reduced human error, cutting risk and easy to use.”
increasing quality
• Empowered IT to contribute meaningfully to – Şinasi Bilgen, senior IT specialist, Turkcel
strategic business processes, while empowering
the business to contribute meaningfully to IT
decision-making Turkcell optimises limited resources through
HP Operations Orchestration
Turkcell’s hybrid infrastructure includes the 4,000 servers
that support the value-added services it delivers to
its customers. Receiving 86,000 service requests and
responding to 45,000 incidents each month, IT needed
to optimise limited resources – focusing on incident
management, service requests, process automation and
health checks. HP Operations Orchestration saves the team
3,300 man-hours each month, while improving quality.
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20HP Software ADM and ITOM customer success stories - 2014 Edition
Case study
Virgin Media’s rapid growth thanks to
intelligent network monitoring
HP Automated Network Management provides insight,
improving customer confidence
Industry
Telecommunications
Objective
Consolidate the multitude of diverse network
management tools to improve customer experience
during unprecedented growth, without the need for
additional resources
Approach
Virgin Media reviewed potential monitoring
and configuration solutions from five vendors
and purchased an HP Automated Network
Management solution
IT matters
• Quickly identified the source and impact of an
incident, improving customer experience while
reducing down time
• Freed the team from time-consuming manual
compliance audits, automatically completing
30 checks in eight minutes
• Reduced operational handover from five days to
half a day, while eliminating human error
“We have doubled the number of nodes that
Virgin Media Business now manages for its IPVPN
Business matters
• Unlocked a comprehensive end-to-end view of
services. We couldn’t have grown the business without
network services, increasing customer confidence, this software. It’s an enabler to allow you to bid for
protecting revenue
new business.”
• Allowed the business to bid for public sector
contracts, enabling the number of customer – Martin Singer, Network OSS architect, Virgin Media
devices managed to be doubled
• Increased automation has saved manpower costs,
diverting resources into more value-add projects Telecoms company improves customer experience
and justifying first-year return
through HP Automated Network Management
Virgin Media had a wide variety of network
management tools, hampering its ability to monitor
its fast-growing network. A new comprehensive network
management solution now provides the robust levels of
monitoring required.
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21HP Software ADM and ITOM customer success stories - 2014 Edition
Case study
Yota Networks creates a
unified federated data warehouse
Industry
Telecom services
Objective
Ensures fastest uploading, analysis and process
scalability of large data, to keep in line with
business growth
Approach
Spent two months reviewing available options
from IBM Netezza, EMC Greenplum and HP Vertica
IT matters
• Provides real-time and long-term data analysis
for all business units and IT infrastructure
• Automates data processing resulting in fewer
service interruptions
• Compresses data up to three times better than
alternative options, saving disk space
Business matters
• Improves employee productivity due to faster
data uploads “HP pays great attention to the co-operation with Yota
• Delivers better analysis of real-time data to
support staff, improving customer service
Networks, one of the most innovative Russian telecom
operators. I hope that the HP Vertica implementation will
provide the company with the solutions to the most
complex tasks, to improve the subscriber service quality.”
– Andrey Kutukov, general manager, HP Software in Russia
Yota is one of the largest telecom providers in Russia, and a
pioneer of providing 4G services in the country. Towards the
end of 2011, the company piloted its first commercial LTE
network in Novosibirsk, later rolled out to major cities
across Russia.
The launch of 4G has made a significant impact on Yota’s
back office systems. It resulted in a massive increase in
data traffic, upload times and real-time processing
requirements rising unified federal data warehouse, one
capable of handling big data in real-time.
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22Financial Services Industry
23HP Software ADM and ITOM customer success stories - 2014 Edition
Case study
CSS opts for HP Unified Functional
Testing (HP QuickTest Professional)
to automate its “IT factory”
Industry
Insurance
Objective
To ensure the stable operation of core
company applications through effective
software quality assurance
Approach
Implementation of an end-to-end, standardised
solution for test management and performance
for the central test centre
IT matters
• Significant reduction in side-effect bugs due to
the increased scope of regression testing
• Early bug detection, allowing swift
countermeasures to be taken within the projects
• Very high test result reproducibility due to
tool support
Business matters
• Quality assurance for core applications “The automation offered by HP Unified Functional
• Software projects delivered on time and on budget
by test centre
Testing has enabled us to achieve excellent testing
• Effective, systematic software testing by
reproducibility and cost efficiency – allowing the
consolidating to a single tool work of 18 manual testers to be performed by only
• High cost efficiency due to high level of six employees.”
automation: only six application testers required,
instead of 18 – Erich Barmet, head of Test Management at CSS Insurance
• More focused use of test centre staff
expertise in testing new functions thanks
to a high level of automation Efficient, systematic and precise testing: these are the
• Extra costs for an additional regression testing key requirements of the CSS Group for the quality assurance
cycle kept to a minimum
of its software development. It is of little surprise then that
the responsible department is often referred to as the
“IT factory”. It runs much like a factory: the application tests
performed by the test centre are highly automated with
the support of HP Unified Functional Testing (HP QuickTest
Professional). The entire test process – from requirements
specification, test planning, and bug tracking through to
reporting – is managed by HP Quality Center.
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24HP Software ADM and ITOM customer success stories - 2014 Edition
Case study
İşbank rolls out new application
testing methodology
İşbank implements lifecycle management approach
to application testing within an HP Software environment
Industry
Financial services
Objective
Provide a platform for centralised management
services in the leisure industry
Approach
Issued a formal request for proposal to several
major software organisations, assessed their
methodologies and identified a partner with the
most suitable approach
IT matters
• Introduces a systematic testing methodology,
providing a reliable and cost-effective application
testing environment
• Delivers automated functional and regression
testing, lowering mission-critical application
failures and ensuring business continuity
• Reduces testing times for Functional Testing
automation from six man-days to a few hours,
accelerating testing and development processes “After assessing the proposals, we chose the
Business matters HP proposition as its software specialists understood
• Offers early defect detection, minimising risk and
enhancing application quality
our predicament very well. HP carefully explained how
• Embraces software design, development,
it would explore various options to create a stable
testing and deployment in a cohesive service, systematic testing platform based on the principle of
supporting growth
• Accelerates workflows across the enterprise,
HP Application Lifecycle Management (ALM), which could
increasing efficiency and adding business value lead to a robust enterprise release management process.”
• Suggests a model to transform the entire – Hakan Inan, unit manager for testing and release, İşbank
application testing environment, supporting the
bank’s business strategy
Improved quality and faster testing İşbank, Turkey’s largest
bank, transforms testing methodology by adopting an
HP Application Lifecycle Management approach to
improve software quality, automate testing processes and
safeguard mission-critical applications whilst supporting
growth. Based on an HP Quality Center framework with
functionality, performance and service test tools,
the HP solutions accelerate testing processes and
aid the early detection of defects.
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25HP Software ADM and ITOM customer success stories - 2014 Edition
Case study
Societa Cattolica di Assicurazione
delivers application development
and testing via TaaS
Industry
Financial services
Objective
Sought a more cost-effective application
development and testing environment for a major
new software release
Approach
Launched a software quality improvement
project and opted for an application lifecycle
management strategy
IT matters
• Provides reliable and cost-effective application
development and testing tools, minimising risk
and ensuring business continuity
• Delivers automated testing for functional,
GUI and regression testing, lowering mission-
critical application failures
• Reduced application coverage by 60 per cent
from 10,000 test cases to 6,000, lowering
deployment times “HP ALM and Functional Testing software delivered by
Business matters TaaS offers better added value by possessing more
• Facilitates the introduction of a new application
for Rami Elementari policies by increasing annual
functionality and integrating well with existing tools.
test execution capacity to 850,000 test cases, Add these criteria to reliability, a highly competitive
supporting business growth
price point and a good working relationship, and HP is
• Embraces software design, development, testing
and deployment within a single service, generating the ideal ALM partner.”
annual testing savings up to 30 per cent
– Diego Zendrini, software and delivery, Societa Cattolica di Assicurazione
• Increases business agility and speeds change
management, lowering time-to-market and
improving customer satisfaction
Application upgrade requires quality boost
Application development and testing primarily
controls software quality – and ultimately the service
quality delivered by a business to its customers.
Consequently, when organisations update their applications,
they constantly test and re-test the modified software to
ensure changes do not detrimentally affect functionality,
performance and availability.
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26HP Software ADM and ITOM customer success stories - 2014 Edition
Case study
Sparkasse Celle focuses on
IT service control and monitoring
HP Service Manager aligns with ITIL
processes to guarantee high-quality IT
Industry
Financial services
Objective
Ensure transparency of service lifecycle
management in accordance with IT Infrastructure
Library (ITIL) guidelines, while maintaining the high
quality of IT services
Approach
• Sparkasse Celle had used HP Service Desk
for many years and was very satisfied with it,
so turned to HP for a new solution when that
product reached end-of-life
IT matters
• Improves efficiency through easy access to current
information about all assets
• Reduces downtime periods by identifying
problematic devices
• Shortens repair times by documenting
repair solutions
“As HP Service Desk was coming to the end of its service
Business matters
• Protects Sparkasse’s market position by life, we decided to migrate directly to HP Service Manager
providing high-quality IT services to ensure
customer satisfaction
as we were confident in the quality of HP products and
• Reduces business risk as changes are analysed,
services. We saw no reason to investigate other products
planned and tested in a controlled way or organise implementation of another system.”
• Guarantees conformity by recording all
configurations and changes – Joerg Hoppenstedt, CIO, Sparkasse Celle
Sparkasse Celle uses HP Service Manager to control
and monitor IT customer services
For over 175 years, Sparkasse Celle has been the largest
credit institute in the German district of Celle and has been
a very satisfied user of HP Service Desk for many years.
When the product reached the end of its service life,
Sparkasse Celle decided to migrate to HP Service Manager
to ensure efficient IT services.
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27HP Software ADM and ITOM customer success stories - 2014 Edition
Case study
Swiss Life makes provisions
for software quality
Consistent automation of regression tests
with HP Business Process Testing software
Industry
Insurance
Objective
Improve the speed and efficiency of
software testing
Approach
To examine different tools used for test
automation with the condition being that the
tool worked seamlessly together with
HP Quality Center
IT matters
• Detected greater number of software errors
earlier in the process leading to quicker
solutions and time-to-market
Business matters
• Improved the quality of software updates
with more rigorous regression testing
• Ninety per cent reduction of the number
of personnel required for regression tests,
saving costs “Thanks to testing automation using HP Business Process
• Relieved testing burden from specialist Testing software, we can now perform all regression
departments, allowing them to concentrate
on core functions
tests over the course of three consecutive days.
• Integrated a quicker time-to-market for new
We’ve already found a number of errors in the first
applications with testers at an earlier stage run-through that we would not have found previously.”
– Elisabeth Zimmermann, test team manager of the Competence Center at Swiss Life
Cost cutting solution
The Swiss Life Group is the largest life insurance company
of Switzerland, headquartered in Zurich. Swiss Life wanted
its software testing processes to be more efficient and
ultimately decided to automate a large proportion of their
regression tests.
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28HP Software ADM and ITOM customer success stories - 2014 Edition
Case study
TEB ensures real-time
visibility of banking processes
HP BSM and APM allows Turkish bank TEB to monitor
and improve applications as it bids to win market share
Industry
Banking
Objective
Ensures product and process consistency
while raising service level expectations from
its IT department
Approach
Consulted Gartner and visited BSM users in Turkish
banking and telecoms sector, before conducting
a proof-of-concept (PoC) with HP and one other
vendor, with HP scoring higher than the competitor
IT matters
• Provides a complete view of the IT estate,
improving management and creating a culture of
continuous service improvement
• Allows the IT department to create and reset
relevant SLAs with business units
• Creates a series of process templates to
lower the cost of testing and improving new
product launches “Previously, we’d claim that service availability should
Business matters be around 95 to 96 per cent. The reality was that we
• Increases transparency on third party
performance data, allowing the bank to
had no real way of knowing whether we’d met this.
renegotiate contracts Now we can monitor accurately, which makes us more
• Assists business in the launch and monitoring relevant to the business.”
of new products, and helps strategically
important services – Oguz Bayrakdar, IT project manager, TEB
Real-time monitoring arms TEB with the
means to expand
TEB is the ninth largest bank in the Turkish market
but its ambition is to be number one within five years.
It wants to achieve this through organic growth rather than
acquisition. It will come from winning new business as it
delivers compelling new products, including a focus on
credit, and transforms its customer service. HP Business
Service Management (BSM) and HP Application Performance
Management (APM) are helping deliver real-time visibility of
the bank’s processes.
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29HP Software ADM and ITOM customer success stories - 2014 Edition
Case study
Yapı Kredi aligns IT investments
with business objectives
HP PPM optimises IT costs while ensuring
delivery of greater value to the business
Industry
Insurance
Objective
Ensure executives and the PMO have visibility of the
bank’s portfolio, demands, projects and resources,
to enable smart portfolio investment decisions,
better prioritisation and optimised project execution
Approach
Yapı Kredi already had an outdated version of
HP Project and Portfolio Management (PPM).
After evaluating one other solution, the bank
firmly established the HP solution was the best
available. The new PMO quickly upgraded and
customised its HP PPM solution
IT matters
• Cuts project cost variance by 50 per cent through
increasing project visibility and control
• Focuses valuable resources on top business
priorities by using transparent processes for
managing project resources and schedules
• Increases efficiency and reduces time-to-market
“We generate monthly project status reports using the
by capturing vital project insight data collected by our HP PPM solution. The standardisation
Business matters
of the reports and the accuracy of the numbers and figures
• Ensures IT delivers better value to the business are very important for our executive team – they are very
by optimising IT costs and aligning projects to
business objectives happy with the transparency provided by HP PPM.”
• Helps executives make better investment – Serhan Azat, project manager, Yapı Kredi
decisions by providing critical information in
real-time cycle kept to a minimum
Yapı Kredi halves project cost variance with HP PPM
A player in the competitive Turkish banking sector, Yapı Kredi
must ensure IT investments are optimised and aligned with
business objectives. HP Project and Portfolio Management
enables the bank’s Project Management Office (PMO) to
optimise cost and limited resources to provide high-quality
services while delivering business value. Today, the PMO
relies on HP Project and Portfolio Management to provide
the critical information that helps Yapı Kredi ensure smart
investment decisions and successful projects.
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30HP Software ADM and ITOM customer success stories - 2014 Edition
Case study
Yapı Kredi Bank improves system
monitoring to compete in a challenging
and innovative financial market
Industry
Financial services/ banking
Objective
To improve service business processes and increase
operational efficiency by introducing real-time
Service Level Management (SLM) monitoring
Approach
Attended HP seminars in Turkey then carried out
proof-of-concept tests on HP products
IT matters
• Reduces discovery times for root cause
of IT problems from one hour to virtually
instantaneous and speeds time-to-repair to
improve IT availability for the business
• Delivers advance warnings to prevent IT
problems before they happen and eliminates
system failures to increase staff productivity
• Allows IT staff to track the effects of change,
facilitating the implementation of new
applications to increase efficiency “Using HP Software to improve our IT Service
• Enables IT staff to set and monitor Service Level
Agreements and create Operational Level
Management (ITSM) means the bank’s customers get a
• Agreements for increased system availability better service, which makes us more competitive and
better able to fight in a challenging and innovative
Business matters
• Ensures higher availability of IT systems to financial market.”
improve customer service and increase the
bank’s competitiveness – Ajmal Hasnat, system engineer, Yapı Kredi Bank
• Improves availability levels, which speed up
problem resolution times and changes IT into a
business enabler
A challenging economic climate has brought dramatic,
• Provides single view of entire business and high-profile changes to the banking industry and has
architecture, improving problem-solving and
overall management
underlined a basic need for banks to improve efficiency,
productivity and customer service. IT systems run the
day-to-day processes of all financial institutions so
efficient IT Service Management (ITSM) is vital.
Turkey’s Yapı Kredi Bank realised that improving ITSM
would start a chain reaction that would streamline service
delivery to the bank’s approximately 17,000 employees,
make them more productive and, in turn, enable them
to provide quicker and more efficient customer service,
increasing the bank’s competitiveness.
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