AES Sul, electric power distributor to 118 cities in Rio Grande do Sul, reached a result very expressive as a result of the implementation of OpMon system, by OpServices, to monitor the availability of its services.
The company, which belongs to AES Brasil Group, recorded a drop of 50% in the number of monthly incidents. Because of that, the project started in November, 2011 and performed in two stages, will be enhanced this year focused on mobility, to allow the monitoring through cell phones and tablets.
The project was idealized to bring the user’s monitoring process to inside the company, in order to increase the environment control and identify the client’s perception on the availability of their services.
The AES Sul assessment is that its implementation made it possible a greater proactivity and agility in the service: with OpMon system, “robots” were installed, which simulate incidents and check the response time and availability to each process.
“We were in need of a solution that would assist us in two fronts, either in the monitoring of our infrastructure – since all our IT area is outsourced – and in the management of our services, which would allow us greater proactivity and also to monitor our performance more accurately”, explains Samuel Flores, information technology (IT) manager of the distributor.
In the first stage of the project, the mapping of the services and monitoring of infrastructures were made. Then, the more complex processes were monitored, such as response time of the systems combined with AES Sul’s business indicators.
According to Flores, the monitoring of the services was essential to the business analyses and growth of the company. With the solution, a new internal process was created, with the follow-up of clients’ requests, which allows an enhanced view of the infrastructure and of the business.
“And now, we use such information to the planning, since it is possible to make an analysis of the incident history and also future forecasts, with the improvements that the solution helps to signalize”, he adds.
