Operations

Be in control of your Service Quality

Today, video and TV services need to deliver the highest possible Service Quality. If you want to participate in today’s hyper competitive market, you need to avoid service failures like black screens, nPVR or restart problems as much as possible. In addition, you need to be able to launch new services, features and functions fast and accurately. Unfortunately, and as you have probably experienced, this is not an easy task.

But don’t worry. With over 20 years of focused video domain expertise, we have a way to help you with your day to day operations. The end goal: to increase the performance of your service, reduce costs of operations and make the best out of your current resources without having to hire and train new people. O and not to mention, you can keep your legacy and maximize ROI on that too.

 


Put data first

The important asset needed to deal with these challenges is data. Data generated by the different technological components that make up your video service. Data that you need in order to know what is happening, what is causing failures and how to solve them. Data is everything.
We apply a winning data strategy in all our platform modules and our customers report outstanding results.

 

Excellent results

80%

Faster Root
Cause Analysis

65%

Fewer
Tickets

50%

Faster Mean
Time to Recover

40%

Increase in

First Time Right

And because of this improved performance, our customers achieve significantly higher NPS scores and realize much lower churn rates.

How is this possible? In 3 steps, all powered by data. Translated into 3 different platform modules available for you today:

Platform Module 1
See the problems

with

Silo Smashing Monitoring

Explore and visualize processes for increased transparency and faster decision making.

Identify outages fast with a 360-degree, real-time unified monitoring experience across all silos and services.

Say good bye to guess work and know what is happening at all times.

Platform Module 2
Find the problems

with

Analysis Acceleration

Reduce event noise and shorten your Mean Time to Investigate & Mean Time to Recover.

Cluster events and leverage the right data to determine failure root causes and solve problems faster.

Say thank you to the power of automation, cloud technology and Artificial Intelligence.

Platform Module 3
No more problems 

through

Managed Continuous Improvement

Achieve the highest possible service quality

Highly skilled video experts work in accordance to the latest IT Service Management and ISO principles to manage the service lifecycle efficiently.

Say hello to faster, better and easy operations

Silo Smashing Monitoring

In order to monitor or measure how viewers perceive the quality of the TV/ Video service, you need to monitor your service on multiple Key performance indicators. Each KPI fits within one of three categories, Availability, Capacity and Reliability.

The Divitel Silo Smashing Platform visualizes these KPI’s by collecting data from all the different relevant monitoring locations throughout your service – from content acquisition all the way to devices. No more silos! The objective is to ingest as much data as possible to be able to monitor service flows, for instance for playout of Live TV or Cloud PVR recordings. The platform monitors the health status of the system and alarms your technical support engineers in case of any issue or failure.

You will have total situational awareness enabling your first- and second-line support engineers to do a better job and in a more efficient manner.

Divitel Operating Center

Analysis Acceleration

The Divitel Analysis Acceleration Platform goes one step beyond monitoring. The system includes technology to help you correlate, find anomalies and even predict service degradations by using Artificial Intelligence and Machine Learning algorithms.

So that your people can execute super-fast root cause analysis and solve issues right. The first time.

You will be able to track down the exact technology component that is causing problems and have the data to prove it so you can reduce noise when communicating with the corresponding technology vendor.

Managed Continuous Improvement

For those operators who are looking for a way to put their engineers to work developing new features and functions instead of managing the video service, Divitel also has a solution. We can take over your day to day operations from our Operating Center here in The Netherlands. We are ISO27001 certified so you can be sure that your data is safe.

We use previously mentioned Monitoring and Analysis Platforms and our experts work in accordance to the proven ITLv3 IT Service Management and ISO20000 principles in which the service lifecycle is used to identify, define, manage and retire services.

Our engineers are seasoned and experts in data management and artificial intelligence. They will be constantly looking for ways to automize the service, making it increasingly efficient and leveraging from valuable knowledge gathered from managing video services for customers all over the world.

You will be able to focus on your core business, by letting us focus on ours.

Customer examples

Vodafone

MONITORING & ANALYSIS PLATFORM

Quickline


CONTINUOUSLY IMPROVING PLATFORM

 

Want to know more about Operational Services?

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Marianne van der Craats
Marketing Manager
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