PromonLogicalis: More Than 10,000 Devices Managed with CA Unified Infrastructure Management

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1 CUSTOMER SUCCESS STORY January 2014 PromonLogicalis: More Than 10,000 Devices Managed with CA Unified Infrastructure Management CLIENT PROFILE Company: PromonLogicalis Industry: Information Technology and Communications Employees: 1,200 (Latin America) Revenue: Us$ 484 Million (Latin America, 2012) BUSINESS An independent integrator of ICT solutions, PromonLogicalis offers professional consulting services, integration, operation and network support and maintenance in nine countries in Latin America. CHALLENGE The ability to monitor and manage the entire IT infrastructure is essential for a service provider. PromonLogicalis needed to replace its existing IT management tools in order to create a more reliable monitoring environment. SOLUTION PromonLogicalis uses CA Unified Infrastructure Management to manage more than 10,000 devices. While ensuring proactive management, it also provides reports to guarantee transparency and SLA (service level agreement) compliance. BENEFIT As a result of full visibility of its IT infrastructure and the ability to offer the same level of visibility to its clients, PromonLogicalis has increased service quality and client confidence.

2 2 Customer Success Story: PromonLogicalis January 2014 Business Leadership in the integration of ICT solutions The result of the merger between the Promon Group and the British company Logicalis in 2008, PromonLogicalis is now the largest independent provider of integrated solutions for ICT in Latin America. The company has 1,200 employees in the region, and provides services to clients in Argentina, Bolivia, Brazil, Chile, Colombia, Ecuador, Paraguay, Peru and Uruguay. Offering dynamic and well structured professional consulting services, systems integration, operational support and maintenance of networks and project management, PromonLogicalis serves the entire operational chain for telecom operators (mobile, fixed or subscription television), and meets the technological demands of the enterprise market and government. For the 2013 fiscal year, which ended in February 2013, the company s revenues topped US$ 480 million in Latin America, with Brazil accounting for 72 percent of this figure. PromonLogicalis success is the result of its consultancy ability, the innovative use of technology and systems engineering, its cutting-edge technological alliances and recognized capabilities in project management, with flawless execution as one of its key differentiators. Challenge IT visibility and monitoring to guarantee good service For an IT services company like PromonLogicalis, visibility over the entire IT infrastructure not just internally, but also for its clients is critically important. Full visibility of the IT and communications platform, along with proactive device management, is one of the key factors in our ability to provide high quality services to our clients, comments Carlos Alves, Pre-Sales Service Manager at PromonLogicalis. Ensuring IT visibility and monitoring is key to our ability to deliver high quality services. Carlos Alves Services Presales Manager, PromonLogicalis This visibility is also essential to ensure the continuity and full operation of all ICT devices and systems. For example, it enables the company to work proactively to prevent and resolve incidents. For PromonLogicalis, service builds relationships. Ensuring IT visibility and monitoring is key to our ability to deliver high quality services, as it allows us to always keep our clients informed about what is happening in their ICT environments, added Alves.

3 3 Customer Success Story: PromonLogicalis January 2014 In addition to meeting its technical requirements, PromonLogicalis monitoring solution also needed to align with its budget. This meant the company had some difficulties in searching for a suitable solution: the available models required high initial investments, which were not feasible given that PromonLogicalis was still laying the groundwork in the search for new clients. Solution Proactivity and transparency for the client After reviewing some of the solutions available on the market, PromonLogicalis realized that CA Unified Infrastructure Management was the solution that best met its technological demands. Moreover, it could be acquired using a commercial model that fitted with its budget. The solution offers extensive functionality and reporting capabilities and enables the development of portals for monitoring both PromonLogicalis own and its clients environments. It also offers multi-tenant capabilities, which was a key factor in the selection process. The solution allows us to visualize multiple client IT infrastructures at the same time, from a central point and in the same environment, Alves comments. CA Technologies also offered a commercial model that was ideal for PromonLogicalis needs. The company was looking for a solution that could be scaled as the business evolved. There was the option of pay-as-you-grow, which enables us to pay for licenses as we take on new clients, says Alves. This commercial model has allowed PromonLogicalis to support healthy growth with scalability. About five years ago, when it began operating as PromonLogicalis, the company used monitoring solutions that required internal integration and development, which consumed a great deal of staff time and dedication. To increase productivity and offer higher quality services for clients, the company started to look to the market for a more simple and robust solution. PromonLogicalis was able to rely on great support from CA Technologies in its first implementation of CA Unified Infrastructure Management. The solution was first implemented in the company s data center in Brazil. Today, PromonLogicalis s internal team can ensure a client is up and running on the solution in just two days. The tool enables rapid setup and supports standardized processes, says Alves. PromonLogicalis now has a CA Unified Infrastructure Management hub in Brazil and one in Argentina. As a result, the company can interconnect and monitor clients throughout the region in a unified way and with the same processes and quality. We can now provide a more consistent and competitive solution to our clients, adds Alves. CA Unified Infrastructure Management manages about 10,000 devices, including network, security, central videoconferencing and telepresence, IP telephony switches, servers and databases. Through the solution, it is possible for PromonLogicalis to monitor not only the hardware, but also the software running on each device.

4 4 Customer Success Story: PromonLogicalis January 2014 The company uses alerts and reports from CA Unified Infrastructure Management in an integrated manner for its ticketing system. Upon receiving an alert, the solution automatically creates a ticket so that service staff can resolve the incident. The solution enables PromonLogicalis to deliver proactive service management, which is a key differentiator for the company. CA Unified Infrastructure Management s reporting capabilities are also a key differentiator for the company. Our clients can access detailed reports through a web portal that allow them to check on the exact services provided. This functionality ensures transparent SLAs for every client and enables them to verify service levels are compliant. Benefit Monitoring and integration for competitive advantage With CA Unified Infrastructure Management, PromonLogicalis has a significant differentiator over its competitors. Besides having full visibility of its own IT infrastructures, the company can also offer clients the ability to visualize exactly how their IT platforms are performing. We have become a trusted service provider in performing health-checks and suggesting improvements. Carlos Alves Services Presales Manager, PromonLogicalis We wanted the ability to show what is there and how it can impact the business for better or for worse, says Alves. With CA Unified Infrastructure Management, we can now deliver this visibility. The client knows exactly where the equipment is, how it is working and whether it is old and should be replaced. Through managed services with CA Unified Infrastructure Management PromonLogicalis can offer transparent management and bring this information to the client to make better decisions. We have become a trusted service provider for clients in performing health-checks and suggesting improvements, and that s a huge competitive advantage, says Alves.

5 5 Customer Success Story: PromonLogicalis January 2014 Internally from an operational point of view, PromonLogicalis use of CA Unified Infrastructure Management has also delivered benefits. Using the solution has enabled the company to: Increase productivity of IT staff Integrate operations throughout the region Ensure SLA compliance Work proactively to prevent and resolve incidents. The integration of the company s operations across Latin America is another important differentiator for PromonLogicalis. We provide the same quality service and transparency in all countries in which we operate, adds Alves. PromonLogicalis continues to have a close and strong relationship with CA Technologies. The two companies are currently working together to create PromonLogicalis powered by CA Technologies, which will increase sales for the IT service provider and enable clients to take advantage of more services. *Please note that, in September 2014, the product name in the original customer success story was updated from CA Nimsoft Monitor to CA Unified Infrastructure Management Connect with CA Technologies at CA Technologies helps customers succeed in a future where every business from apparel to energy is being rewritten by software. With CA software at the center of their IT strategy, organizations can leverage the technology that changes the way we live from the data center to the mobile device. Our software and solutions help our customers thrive in the new application economy by delivering the means to deploy monitor and secure their applications and infrastructure. To learn more about our customer success programs, visit /customer-success. For more information about CA Technologies go to. CA All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. This document is for your informational purposes only, and does not form any type of warranty. The Customer success story is based on the actual experiences of the user but product descriptions may not reflect uses in all environments so actual results may vary.