Case Study
CORS
Client
CORS
Services
Infrastructure Management Services
Industry
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Context
Since 2009, the Network and Services Operations Center (CORS) has been the cornerstone of the operation and management of telecommunications infrastructures and services for the Junta de Castilla y León (ACCyL).
Initially, the service began with 24x7 operation and maintenance of ACCyL's network and a small quality office. Over time, CORS expanded its scope by incorporating a project management office and strengthening its team to manage the growing number of assets and networks. Since 2017, the service also covers the management, operation, and associated projects of the educational network within ACCyL’s corporate multiservice network.
Challenge
CORS faced a series of key challenges:
Manage over 50,000 assets in the database
With a history of more than 100,000.
Handle over 16,000 change requests and 7,000 incidents annually
Ensuring optimal response times.
Perform on-site interventions
(+250 per year) and collaborate on more than 50 major projects of the Junta de Castilla y León annually.
Improve user experience
With clear communication channels and standardized processes for efficient and transparent management.
Optimize IT expenditure
Through efficient asset and vendor contract management.
Ensure service continuity and reduce operational risks
Solution
To address these challenges, SATEC implemented a customized ITO service specifically designed to meet the particular needs of ACCyL, based on the following key solutions:
A team of 21 highly qualified professionals distributed across operations, project management, and quality groups.
Results
With the implementation of the solutions, CORS has seen remarkable positive results:
Significant reduction in ICT spending
By optimizing contract and asset management.
Improved service quality and operational efficiency
Through the implementation of End2End process-based management.
Higher end-user satisfaction
Thanks to process standardization and reduced incident response times.
Better alignment of IT services with business needs
Allowing for an agile and effective response to internal and external demand.
Reduced operational risks
Ensuring service availability and continuity of essential activities.
In summary, the impact of CORS on the Administration of the Junta de Castilla y León, with SATEC's collaboration, has been significant, achieving a robust, secure telecommunications infrastructure aligned with its strategic goals.