Case Study: U.S. Cellular Shares Its Playbook for Efficient IT Monitoring

Case Study: U.S. Cellular Shares Its Playbook for Efficient IT Monitoring

Kevin Martin

DevOps: Agile Ops

US Cellular

Senior Manager, Enterprise Infrastructure

Session Number – DO5X136S

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U.S. Cellular Shares Its Playbook for Efficient IT Monitoring

It’s simple. It’s fast. It’s productive. Deploying an IT

monitoring solution has never been easier when you

follow the IT monitoring playbook from U.S. Cellular.

Learn how U.S. Cellular reduced project costs related to

infrastructure management by 50 percent while getting

80 percent of the monitoring requirements knocked out

for projects without intervention. This case study will

also touch on how U.S. Cellular retired its IBM Tivoli

deployment six months ahead of schedule.

Kevin Martin

Sr. Manager Enterprise Infrastructure


Agenda

WHO IS US CELLULAR

THE CHANGING LANDSCAPE

QUESTIONS?

CHANGING TOOLS

CHANGING SKILLS

CHANGING PROCESSES

1

2

3

4

5

6


5thLargest Telco in U.S.

4.9M Customers in 26 States

$4 Billion in Revenue

One of the Industry's Highest Customer Satisfaction and Loyalty Ratings


Headcount Pressure Tools are Changing

2015• Mobile Applications

• Device Financing

• New Devices

More Products

and Services

The Market is Agile and Changing Fast

Our Landscape is Changing


3Look at 3 Areas to be Faster and Cheaper:

• Tools

• Skills

• Process


• Extremely Complex Tools• Multiple Training Classes Required• Technical Domain Teams Didn’t Use Them

Challenge

• Intuitive Interfaces and Reports• Can be Implemented and Operated with no

Training• Technical Teams Rely on and Trust the Data

RESULT

Tools – Intuitive, Simple, Reliable


Screenshot

Dashboards That are Actionable and Meaningful


• Team Members Know Their Tools, not What They are Monitoring

• Not Connecting Their Capability with the Business

• If it isn’t a Requirement, it Doesn’t Get Done.

Challenge

• Proactively Identifying Gaps

• Reduce Requirements Gathering by 80%

• Assist in the Incident Process by Understanding Their Tools and Where to Look for Causes of Outages

• Better Cross-Domain Relationships

RESULT

• Positions filled by experienced internal IT professionals

• Attracting the best internal talent• Understanding where the pains are

and how to help• Multi-skilled people

Know Your Companies Technology and Business


Understanding How Multiple Technologies Work

Screenshot


Processes – Fix Yours, Get Engaged in Others

• New Projects were Like Starting from Scratch• No Proactive Engagement in Other Key

Processes• No Documentation• Limited Who Could do Specific Work

Challenge

• Standard Monitoring Templates Documented• Standard for ITSM Change, Incident & Problem

Management Processes• 80% Reduction in Required Project Meetings• 500% Increase in Domain Level Continual

Improvement

RESULT


Unique Visibility to Data and Information

Screenshot


How US Cellular Transformed its Monitoring Capability

Stand Out from the Pack

2

3

4

Jack of All Trades: Understand What You are Monitoring

Improve Time To Market: New Monitoring in Minutes, not Days

Standards: Enable Team With Consistency and Repeatability

Make a Difference: Unique Knowledge and Data Access to Make a Difference

Change Team Skills

Intuitive Tools

1

Processes and Documentation

Engage in IT Operations


Recommended Sessions

SESSION # TITLE DATE/TIME

DO5T27T Introduction to CA Virtual Network Assurance 11/19/2015 at 3:45 pm

DO5X213LIncrease Your Speed to Manage with CA Performance

Management Self Certification 11/19/2015 at 4:30 pm

DO5T17S

University of Chicago Achieves High Availability through

a Centralized and Service Centric Approach to IT

Monitoring

11/19/2015 at 4:30 pm

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Follow Conversations At…

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Q & A


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