Provide the means to manage and automate incident reporting and resolution.
The business is not just large; it has also earned a reputation for service innovation. Turkcell has recently rolled out 4.5G in Turkey employing LTE Advanced Pro technology and offering the fastest mobile internet speeds available on terminals. It is one of the very few operators to offer up to 1 GB fibre to the home and is the market leader in Turkey.
New products, new territories and a diverse portfolio of customers mean the company’s IT infrastructure has grown substantially in recent years. The diversity and complexity of the estate needs to be carefully managed if the business is to remain competitive.
“Monitoring performance and fixing issues is a huge task. It is time-consuming and takes up valuable resources,” says Mustafa Gokce, monitoring and automation expert, Turkcell.
For example, during winter months, Turkcell’s base stations can face a battering from the weather. This can trigger many alerts within the space of minutes. Not every incident in this ‘alert storm’ is serious, but it is an impossible task to determine this manually.
Gokce wanted to tighten up IT processes to better support the business. Turkcell wanted to standardize its IT monitoring across all elements, driving process automation where possible and bringing consistency to its reporting. More effective monitoring would help ensure faster fixes, which lead to better customer service.