©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

Turkcell: getting the most business value from HP Business Availability Center

GÖKHAN ERDEMExpert, Infrastructure Operations – Management Systems

Agenda

About Turkcell

What we do monitor at Turkcell

Business needs to use BAC

How BAC helped to meet business needs

Outcomes of using BAC at Turkcell

Monitoring infrastructure at Turkcell

Migrating to BAC

Use cases of BAC at Turkcell

Questions

About Turkcell

Most Admired CompanyMost Valuable Brand in Turkey

Listed on NYSE and ISE Market Cap: $15.5 billion2008 Revenue: $7 billion

Communications & technologyleader in the region

Leading GSM Operator in Turkeywith 36 million subscribersOperational since February 1994

62 M subscr. in 8 countriesLeading operator in 4 countries

Co

rpo

rate

Lif

eP

ers

on

alL

ife

MOBILE INTERNET

Mobile TV

Health

EducationMobile Office

Mobile Devices

Mobile Business

Video Call Security

Location BasedServices

Mobile Advertising

Mobile Signature

Mobile Payment

TURKCELL: Investing ın ınfrastructure

Billion TRY

2006 2007

0.80.9

1.2

2008

2.1 Billion TRY

2009 E

Since Foundation*Excluding Licence Fee

Turkcell and Customers in 2008

Turkcell Group Employees, Sales Channel,

Partners and Suppliers

We continue to invest in Turkey

“Most Admired Company”

- Capital

Turkcell 14th in BusinessWeek

InfoTech 100 list

Invesment in Ukraine

Turkcell at

GSMA Board

MaxiMeSsage (MMS)

Launch in Jul „02

GPRSLand Launch

in Nov „01

WAP Launch

Feb „00Prepaid Card Launch

March „995,5 millions subscribers

by Dec ‟99

2,3 millions subscribers

25-year GSM License

Turkcell in service

“İlk Alo”

Turkcell established1993

1994

1998

1999

2000

2001

2002

2003

2004

2005

2006Turkcell-im

launch

In July 2000 began to be

traded both in NYSE and ISE

simultaneously

MilestonesTurkcell-im - GSMA

Global Mobile Award

TurkcellTeknoloji

established

2007

The best coverage by far: %99

Turkcell is well ahead in quality coverage with 18000 base stations

19951997199819992000200120022003200420052006200720082009

How we do monitoring at Turkcell

Network monitoring tools

System monitoring tools

Application & Database monitoring tools

Synthetic testing

Real user data

Monitoring infrastructure

HP OperationsManager

Network Monitoring System Monitoring

HPOMagents

Application & DB Monitoring

Apptraps

Synthetic Tests Real User Monitoring

How we do monitoring at Turkcell

Business needs to use BAC

Monitor real user experience of the applications

Get the same perception with the customers

Identify problems quickly

Decrease customer complaints

Define SLAs and produce SLA reports based on user

experience data

Produce user and location based reports

How BAC helped ?

Detection of problems.

Location based.

User based.

Every type of transaction can be monitored.

Finding root causes faster leads to faster resolution times.

Detection of hidden problems those occurs rarely.

SLA reports based on real user data.

Example

TEA (Turkcell Extranet Application)

Our call center company and shops are using TEA.

Call centers in 5 cities. Shops in every city.

More than 5000 users.

300 different transactions.

400.000 transactions daily.

Other applications

Business Process Monitor

SYSTINET

MICROPAYMENT

MSTR REPORTING

COGNOS REPORTING

TEA

CSI

EMPTOR

ISMS

LMS

HYPERION

CASHSTATION

PPM

XBOX

INTERNET

WORKFLOW

PORTALS

ICTSLM

WEBTRENDS

ELEANOR

MAXIMO

GLOBE

EKIPMOBIL

MESAJLARIM

RBT

UNIFIED MESSAGING

NEREDEYIM

YAYINCELL

EXCHANGE

and more….

Other applications

Real User Monitor

TEA

SP4

XBOX

Customer Self Interface(web and wap)

EMPTOR

INTRANET

SIEBEL

TURKCELL WEB SITE

PORTALS

Migrating to BAC

OVIS~470 tests

Sitescope~300 tests

BPM~120 tests

Saving50 tests

(500 licenses)

Use cases – reports, transactions

Example TX report

Use cases – reports, location based

Example localtion based report

Use cases – reports, SLA

Example SLA report

Use cases - alarms

Use cases - troubleshoot

Troubleshoot example

Outcomes of using BAC

Number of user complaints decreased

Availability and performance improved

Improved customer satisfaction

Assist management with reports using real user data

www.turkcell.com.tr

TURKCELL

Thank You

Questions?!@,..

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