©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
Turkcell: getting the most business value from HP Business Availability Center
GÖKHAN ERDEMExpert, Infrastructure Operations – Management Systems
Agenda
About Turkcell
What we do monitor at Turkcell
Business needs to use BAC
How BAC helped to meet business needs
Outcomes of using BAC at Turkcell
Monitoring infrastructure at Turkcell
Migrating to BAC
Use cases of BAC at Turkcell
Questions
About Turkcell
Most Admired CompanyMost Valuable Brand in Turkey
Listed on NYSE and ISE Market Cap: $15.5 billion2008 Revenue: $7 billion
Communications & technologyleader in the region
Leading GSM Operator in Turkeywith 36 million subscribersOperational since February 1994
62 M subscr. in 8 countriesLeading operator in 4 countries
Co
rpo
rate
Lif
eP
ers
on
alL
ife
MOBILE INTERNET
Mobile TV
Health
EducationMobile Office
Mobile Devices
Mobile Business
Video Call Security
Location BasedServices
Mobile Advertising
Mobile Signature
Mobile Payment
TURKCELL: Investing ın ınfrastructure
Billion TRY
2006 2007
0.80.9
1.2
2008
2.1 Billion TRY
2009 E
Since Foundation*Excluding Licence Fee
Turkcell and Customers in 2008
Turkcell Group Employees, Sales Channel,
Partners and Suppliers
We continue to invest in Turkey
“Most Admired Company”
- Capital
Turkcell 14th in BusinessWeek
InfoTech 100 list
Invesment in Ukraine
Turkcell at
GSMA Board
MaxiMeSsage (MMS)
Launch in Jul „02
GPRSLand Launch
in Nov „01
WAP Launch
Feb „00Prepaid Card Launch
March „995,5 millions subscribers
by Dec ‟99
2,3 millions subscribers
25-year GSM License
Turkcell in service
“İlk Alo”
Turkcell established1993
1994
1998
1999
2000
2001
2002
2003
2004
2005
2006Turkcell-im
launch
In July 2000 began to be
traded both in NYSE and ISE
simultaneously
MilestonesTurkcell-im - GSMA
Global Mobile Award
TurkcellTeknoloji
established
2007
The best coverage by far: %99
Turkcell is well ahead in quality coverage with 18000 base stations
19951997199819992000200120022003200420052006200720082009
How we do monitoring at Turkcell
Network monitoring tools
System monitoring tools
Application & Database monitoring tools
Synthetic testing
Real user data
Monitoring infrastructure
HP OperationsManager
Network Monitoring System Monitoring
HPOMagents
Application & DB Monitoring
Apptraps
Synthetic Tests Real User Monitoring
Business needs to use BAC
Monitor real user experience of the applications
Get the same perception with the customers
Identify problems quickly
Decrease customer complaints
Define SLAs and produce SLA reports based on user
experience data
Produce user and location based reports
How BAC helped ?
Detection of problems.
Location based.
User based.
Every type of transaction can be monitored.
Finding root causes faster leads to faster resolution times.
Detection of hidden problems those occurs rarely.
SLA reports based on real user data.
Example
TEA (Turkcell Extranet Application)
Our call center company and shops are using TEA.
Call centers in 5 cities. Shops in every city.
More than 5000 users.
300 different transactions.
400.000 transactions daily.
Other applications
Business Process Monitor
SYSTINET
MICROPAYMENT
MSTR REPORTING
COGNOS REPORTING
TEA
CSI
EMPTOR
ISMS
LMS
HYPERION
CASHSTATION
PPM
XBOX
INTERNET
WORKFLOW
PORTALS
ICTSLM
WEBTRENDS
ELEANOR
MAXIMO
GLOBE
EKIPMOBIL
MESAJLARIM
RBT
UNIFIED MESSAGING
NEREDEYIM
YAYINCELL
EXCHANGE
and more….
Other applications
Real User Monitor
TEA
SP4
XBOX
Customer Self Interface(web and wap)
EMPTOR
INTRANET
SIEBEL
TURKCELL WEB SITE
PORTALS
Outcomes of using BAC
Number of user complaints decreased
Availability and performance improved
Improved customer satisfaction
Assist management with reports using real user data
24 ©2010 Hewlett-Packard Development Company, L.P.
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