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Telefônica Vivo completed the implementation of Microsoft's System Center Configuration Manager 2012 (SCCM), with the help of Brasoftware, a technology solutions provider and one of Microsoft's main partners in Brazil. The project positively impacted all users, including Vivo stores and the company's administrative offices, as well as all equipment, both desktops and laptops, among other devices installed in the stores, such as totems.
The implementation of the project lasted about two years and is now fully concluded, allowing Telefonica Vivo to control the company's entire microcomputer technology park. Brasoftware coordinated the standardization of the asset management tool of the two companies, which recently merged.
“The market considers 80% control a great percentage. But with SCCM 2012, we were able to fully control our equipment. We just can't consider 100%, as there are always machines turned off, employees absent or on vacation, that is, users not responding on the network. But today we have control of the entire network, which immensely helps our work”, said Maria Teresa Ragone, Manager of the Job and Mobility Division at Vivo Telefônica, who is also responsible for coordinating the project.
Autonomy for users
One of the main benefits of SCCM 2012 is the Software Portal, which has already brought results to Telefonica Vivo. With the tool, a self-service portal was created so that users themselves can download and update the approved software, without the need to open a call to the central with the intervention of a service desk. “With the Software Portal, we were able to reduce around 25% of calls in the first months and the help of Brasoftware was very important for the success of this project”, highlighted Maria Teresa.
This reduction in customer service had a positive impact on the company's costs and also allowed for an increase in agility in the installation and updating of the desktop fleet.
With SCCM 2012, network control is centralized, operating system images follow a standard, and reports can be customized and shared across the company.
The challenges
The new solution was implemented in the midst of the process of merging the two large companies - Vivo and Telefônica -, which created some additional challenges, especially with the unification of fixed and mobile telephony. It was necessary to redesign the entire network architecture, change the capacity of servers and resolve IP conflicts.
“Vivo comes from the acquisition of several companies. This latest merger with Telefônica resulted in the union of fixed and mobile telephony. When we talk about this in terms of the environment, we are dealing with two different network segments, with addressing conflicts. We brought together two large companies and our biggest challenge was to control this heterogeneous park with such a complex network”, added Maria Teresa.
The project
With the merger of the companies, it was decided to unify the management tool for SCCM 2012, the most updated and main version on the market – and which is also used globally by Telefónica. The first phase started in December 2012 and lasted until March 2013, when the project was stopped to update Telefônica Vivo's infrastructure.
Subsequently, Brasoftware coordinated the implementation of the solution in the mobile environment and, in the third phase, changed the SCCM version from 2007 to the 2012 version, in the fixed-line environment. From that moment, the environments were equalized to finish the project.
“It was a challenging project due to the complexity of the companies. There are two large structures, both from Vivo and Telefônica, which increase even more when they are put together. The project was strategic, as it was possible to reduce costs, time and attendance. It was an interesting work in terms of collaboration – there was a great rapport between the two teams – Brasoftware and Telefônica Vivo. We work very well together”, said Elaine Fabem, Project Manager at Brasoftware.
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