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Observability Telecomunicaciones
Verizon Wireless
Una nueva forma segura de acceder, visualizar y analizar basados en los datos de log en tiempo real.
Destacado servicio al cliente Con la ayuda del Elastic Stack, Verizon aumentó la capacidad de respuesta del sistema y corrigió los problemas de rendimiento sin interrupciones.
Interfaz de usuario personalizada Plataforma específica (vElite) para habilitar el flujo de trabajo especializado para algunos de los operadores de Verizon.
Descripción general de la empresa Verizon Wireless, una subsidiaria operada íntegramente por Verizon Communications, es el proveedor de servicios inalámbricos más grande de los Estados Unidos. Fue fundada en 2000, como resultado de una fusión entre Bell Atlantic (el predecesor de Verizon Communications) y Vodafone, con base en el Reino Unido.
Verizon Communications Inc. (NYSE, Nasdaq: VZ) emplea a una fuerza de trabajo diversa de 177,700 personas y generó cerca de $132 mil millones en ingresos en 2015. Verizon opera la red inalámbrica más confiable de los Estados Unidos, con más de 112 millones de conexiones minoristas en todo el país. Con su sede central en Nueva York, la empresa también provee servicios de comunicación y entretenimiento a través de la red de fibra óptica más avanzada de los Estados Unidos, y distribuye soluciones empresariales integradas.
Impulsando la búsqueda de innovación interna La innovación interna y la plataforma Elastic ayudaron a la transición de Verizon, pasando de depender de una costosa herramienta de analíticas de log, hasta convertirse en un centro de excelencia operacional de última generación.
El viaje de Verizon Wireless con Elastic El qué Mucho antes de que alguien pensara el término analíticas de log, Verizon Wireless conocía el poder de sus datos de log y de los conocimientos críticos que podían proporcionar para entender el rendimiento del sistema, el comportamiento y la experiencia de usuario que impactan en todo el negocio. Verizon Wireless creó una solución personalizada e implementó una solución con soporte en el proveedor para centralizar, monitorear y analizar. Esta combinación hizo que obtuvieran muchos años de crecimiento y éxito. Sin embargo, hace un par de años, dejaron atrás esta solución debido al costo del mantenimiento de sus volúmenes de datos masivos, así como también las dificultades de usar RDBMS para buscar y analizar los datos no estructurados y con restricciones de tiempo que provenían de sus aplicaciones de atención al cliente.
Junto con un movimiento de toda la empresa para usar más tecnologías modernas como NoSQL, el equipo buscó en el ecosistema de código abierto para encontrar una solución respaldada por una comunidad activa y con soporte empresarial.
Intentábamos encajar las piezas en los lugares equivocados. Hemos estado usando el sistema relacional para los datos que no son relacionales. – Madhu Bhimaraju, Director ejecutivo, Verizon
Para seguir escalando, se necesitaba una solución mejor.
El porqué Cuando el equipo de PaaS en Verizon evaluó el Elastic Stack, sus capacidades y facilidad de inicio y de escalado lo convencieron.
Cuando comenzamos a usar Elasticsearch, reconocimos su potencial. Pudimos ver que sería parte de nuestro futuro. Nuestros ingenieros podían hacer que todo estuviera listo y funcionando en tan solo 30 minutos. Era simple. Estaba bien pensando. – Krishna Reddy, Director, Verizon
El equipo de PaaS de Verizon rápidamente creó una plataforma de analíticas de log centralizada (ver diagrama) para equipos de aplicaciones en la totalidad de Verizon Wireless.
Architecture of Verizon’s Elastic Stack-based Log Analytics Solution
Cómo funciona Su plataforma con el apoyo del Elastic Stack recolecta y procesa cerca de 4 TB de logs por día. Esto incluye los logs de servidor de infraestructuras, servidores web y aplicaciones. Permite un acceso en tiempo real para analizar los datos de log de 2 a 4 semanas, para que luego las métricas se guarden en Hadoop usando el conector ES-Hadoop. Más de 200 operadores a lo largo de 50 grupos de aplicaciones lo usan como sistema de múltiples usuarios. Mientras usaban Kibana y Shield (Seguridad) para tener una forma segura de acceder y visualizar los análisis basados en los datos de log, Verizon Wireless también podía crear una interfaz para el usuario personalizada, la herramienta de inteligencia de log Elastic de Verizon para empresas o vElite, a fin de permitir los flujos de trabajo especializados para algunos de sus operadores.
La adopción y el rápido crecimiento de los datos en la plataforma vElite incluye desafíos propios. El equipo PaaS de Verizon reconoció desde el principio que Elastic estaba hecho para escalar. Crecer hasta un clúster de tamaño pequeño casi no requería esfuerzo, pero lograr que Verizon escalara sí necesitaba un poco más de planificación y diseño.
Los resultados La mudanza a Elastic tuvo como consecuencia efectos trascendentes a lo largo de todas las operaciones de Verizon Wireless. Por ejemplo, una campaña de marketing implementada incorrectamente generó 8 veces el tráfico esperado al front-end de comercio electrónico, lo que amenazó la disponibilidad de los servicios críticos. Reducir el tiempo de resolución fue fundamental. Usando la inteligencia y el tiempo real de la infraestructura de logging, los equipos de operaciones pudieron identificar rápidamente la fuente del tráfico problemático y rectificar la situación en minutos.
En conjunto, el equipo pudo reducir el Mean Time To Repair (MTTR - mínimo tiempo para reparar) de 20 a 30 minutos a 2 a 3 minutos en promedio, un resultado 10 veces mejor.
Con su éxito inicial, el equipo de operaciones de productos duplicó rápidamente su éxito operativo usando la misma infraestructura de análisis basado en Elastic para ayudar a que todo el negocio logre sus metas de satisfacción del cliente más importantes. Aumentar la capacidad de respuesta del sistema y corregir los problemas de rendimiento sin interrupciones se traduce directamente en el otorgamiento de un servicio destacado para los clientes.
Lo importante es que todo trata acerca del aumento de la experiencia real del cliente. Incluso si 2 de cada 100 servidores responden de manera errática o lenta, gracias al Elastic Stack ahora Verizon puede llegar a estos servidores problemáticos con solo unos pocos clics usando el panel de control de vElite.
Verizon Wireless sigue expandiendo su plataforma de logging centralizada agregando más equipos (incluso aquellos en la parte de negocios), y con ellos llegan cada vez más datos.
También sigue agregando otros tipos de datos operativos al sistema que incluyen métricas de infraestructura y paquetes de red. A medida que crece el alcance de los datos en el sistema, Verizon Wireless planea aprovechar el Elastic Stack como una fuente de paneles de control a tiempo real para audiencias fuera de las operaciones, incluidos los miembros de los equipos de marketing y ejecutivos.
A medida que crece el equipo hacia el siguiente nivel de análisis, Verizon Wireless evalúa activamente a Watcher (Alertas), así como también prueba Elasticsearch 5.0 con entusiasmo para proporcionar advertencias más tempranas y análisis predictivos por encima de su plataforma ya exitosa de Elastic.