Media company leverages cloud-based technologies to drive collaboration and innovation

Microsoft Services Premier Support

Customer: Globosat “Knowing that our systems and our programs and Website: canaisglobosat.globo.com Customer Size: 1,800 employees platform are being supported by someone who really Country or Region: Brazil, South America knows what they are doing—that provides safety. Industry: Media Someone who really has the knowledge and expertise Customer Profile Globosat is a multichannel cable and to help us. It helps us sleep at night.” satellite TV service in Brazil, created in 1991. Geraldo Pimenta, IT Manager, Globosat Today, with approximately 40 channels and over 1,000 employees, Globosat leads the Brazilian pay-TV market. Founded in 1991, Globosat is a Brazilian company that produces

Software and Services content for cable and satellite TV with over 40 channels, ■ Microsoft Office 365 including Sportv1 and 2, Rede Telecine, Multishow, GNT, Canal ■ Lync Online ■ SQL Server Brasil and Universal. With over 1,000 employees and an ■ Exchange Online audience comprised of 45 million viewers distributed among ■ SharePoint On-premise ■ System Center more than 15 million households in the country, Globosat is the ■ Windows Azure largest pay-TV provider in Latin America, and the market leader ■ Dynamics CRM ■ Project Server in Brazil. ■ Visual Studio Business Needs resolve the problems before they caused Microsoft Services Globosat had recently encountered any critical disruptions that would have a Microsoft Services is a global team of challenges related to their mail server that more serious impact in a different scenario.” professionals who are dedicated to stimulated their search for a new solution. helping customers maximize the value of Looking down a path that included their investment in Microsoft software. “We had some minor events related to our aggressive growth plans and several Microsoft Services touches customers mail server and sequel server. While they critical projects, Globosat wanted to more than 715 million times a year, didn’t cause any major disruptions to our leverage cloud-based technologies to helping them plan, deploy, support and system, the time it took to resolve the increase scalability and efficiency, reduce optimize our technologies. They also work issues was too long,” said Geraldo Pimenta, IT costs by 15–20%, as well as provide a closely with Microsoft Partners by sharing IT Manager, Globosat. “If we had been in user platform to drive collaboration and their technological expertise and product the middle of a major event, it would have innovation. In addition, with major knowledge on a regular basis. been a much bigger problem. So in order Brazilian TV events on the horizon, to avoid any proximity to this kind of including the FIFA World Cup and Olympic For more information about situation, we wanted to anticipate and Games (London and Brazil), Globosat Microsoft Services, go to: www.microsoft.com/services

sought to exploit new cloud-based revenue support” to determine how to optimize IT operations in order to meet the needs of opportunities, including Linear TV, Video- support during the migration to the cloud. the business. on-Demand, Live Channels, and other paid TV. “Microsoft Premier Support conducted Benefits This situation led Globosat to upgrade from several assessments, reviews and Increased scalability and efficiency with their existing Microsoft Exchange on premise validations; not only of the infrastructure Office 365 and private cloud email and messaging technologies to as a whole, but also of individual parts of Through its partnership with Microsoft Microsoft Office 365 and their operational the infrastructure,” said Pimenta. “Through Premier Support, Globosat has platform to System Center 2012. the PSMR material review, they were able accomplished what it set out to achieve in Recognizing that they did not have the to continuously improve processes as we upgrading to Office 365 and implementing internal resources to plan, manage, and went forward.” Following the proven, a private cloud. Through adherence to operate this transition, Globosat looked for structured approach of Microsoft’s Premier Support’s proven methodology, outside support. Proactive Services Maturity Review (PSMR), the transition was simple, streamlined, and Microsoft Premier Support began by fast. This methodology also positioned “From the beginning, we looked to external working closely with Globosat to clearly Globosat to take a more proactive support from Microsoft because of the define their desired end state and approach to IT health moving forward expertise their people can offer us,” said initiatives, from both technology and through a solution lifecycle partnership. By Pimenta. “No matter how much training we business perspectives. They then employing best practices for enhanced provide our personnel, they will never performed an in-depth assessment of team collaboration in workspaces and in match the skills and knowledge that the Globosat’s current IT environment to team portals, users have become more Microsoft team can offer us. We also knew identify strengths and weaknesses in order efficient and productive, ensuring that they could deliver the speed in solving to accurately establish an actionable Globosat gets the most from its IT critical issues that we were looking for.” roadmap to achieve those goals. investment. Microsoft Premier Support Globosat engaged Microsoft Premier Support gave Globosat clearly-defined processes The PSMR became the measurement tool to facilitate its move from their existing email and governance around the cloud, giving for one of their IT strategic goals (formal and messaging technologies to Office 365. them a strong foundation from which to scorecard) resulting in a project where optimally manage their environment. “We were looking for the most robust, Premier Support planned out the entire Private cloud simplified simple tasks such proactive support in order to get ahead of upgrade process, leveraging the Maturity as “virtual machine creation” which sped the problems,” said Pimenta. “We had Review process pre- and post- from four to five days down to just hours. worked with a number of different providers implementation in order to continue to In addition, “end users will realize previously, but given that we had already gather information to provide further efficiency gains through the incorporated made a great investment in Microsoft recommendations and help drive software distribution and monitoring technologies, and feeling the need to have continuous improvement. solutions,” said Pimenta. a professional support team with knowledge As an additional part of the planning and speed, we turned to Microsoft.” IT Maturity level improvement process, Microsoft Premier Support The Premier Service Management Solution considered the impacts of the changes on deliverables through PSMR, a services Globosat made the strategic decision to the organization, and facilitated change maturity assessment, brought attention to bring in the Microsoft Premier Support management by developing and providing governance and process gaps. team, led by a technical account manager, training for end users. They also helped to help plan, manage and operate the establish key performance indicators for “It showed evidence of our gaps and transition from their messaging and services the migration, used to drive bonuses for pushed us to get out of our comfort zone. management platform to Office 365 and the Globosat IT team. The assessment stimulated internal System Center 2012. This would be the first communication and engagement across These efforts helped Globosat establish a implementation of private cloud with Azure multiple levels of the organization,” said proactive environment to leverage cloud- in Brazil. Marcelo Pariz, IT Operations Coordinator, based solutions seamlessly, and with Globosat. “We split our team to work In preparation for the Office365 migration, minimal downtime. Following clearly through each stage of the PSMR results Microsoft Premier Support led workshops defined processes, Microsoft Premier and executed the action plan, reaching the with the IT team at Globosat. These Support helped Globosat address the desired maturity level in 12 months,” collaborative working sessions included tactical and technical responsibilities of IT added Pimenta. The current Governance scenarios and use cases for “lifecycle project will remain aligned with the

This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.

Document published January 2014

Premier Support methodology (PSMR as a costs to support and manage the more Premier Support has helped them a lot in measure tool) and will engage dedicated secure and reliable platform. IT managers this journey of increasing awareness of engineers for critical phases of not only new now have the confidence and ability to these company needs and objectives.” projects but throughout the solution manage time and resources more effectively. lifecycle. For Pimenta, the most important success Knowledge transfer from Microsoft factors in working with Microsoft Premier Premier Support subject matter experts Support as a partner, were safety, security While managing the transition process for and peace of mind. “Knowing that our Globosat, Premier Support applied vast systems and our programs and platform experience from working with other Office are being supported by someone who really 365 migrations around the globe, using knows what they are doing—that provides best practices to ensure a successful safety. Someone who really has the deployment. Globosat benefited from knowledge and expertise to help us. It Premier Support’s deep expertise through helps us sleep at night,” said Pimenta. their collaborative service model during the “Previously, when we had a problem, we entire lifecycle of the project. Premier had to search for any kind of help. We Support followed previously developed didn’t know where to look. We were templates and processes, tailored to meet shooting at too many moving targets to the unique needs and requirements of find a solution. Now when we have a Globosat. They provided leadership and problem, we can identify the complexity of direction through the planning phase and the issue, the challenges that it will pose, provided guidance and training materials and exactly what to do to resolve it. We can to ensure IT readiness to execute on be much more efficient and effective to changes needed to support and optimize finding the quick solution to the problem.” the new IT environment. Significant cost savings “For our team it is a wonderful experience By deploying private cloud and Office and opportunity to be working directly with 365’s unified platform including Lync Microsoft subject matter experts. We feel Online for messaging, conferencing and that after they visit, it is like our team that voice, Globosat has simplified worked together with them underwent a communications across the infrastructure, post-graduate program,” said Pimenta. increasing collaboration and productivity “They received important, cutting edge for end users, while also achieving knowledge and information on the products significant hardware cost savings. By and were really able to master it with the switching to a more proactive approach to help of Microsoft engineers.” managing IT health, Pimenta estimates an additional 10% operational cost savings. 99.9% availability of key systems to serve customers without interruptions Greater IT alignment with overall The application of Premier Support’s business objectives experience and knowledge resulted in a With help from Microsoft Premier Support, robust and resilient IT infrastructure. Up- Globosat has effectively deployed the front analytics and remediation work, first private cloud in Brazil. Through this combined with thorough IT preparation progression in technology, Globosat IT helped to mitigate risk during the has made large steps towards meeting migration. Since engaging Premier Support organizational goals and is in a strong and migrating to Office 365, Globosat has position to meet future demands of not experienced any major incidents the business. causing downtime, which has significantly “Today the IT team is more aligned with increased employee productivity and overall the global needs of Globosat,” said Pimenta. operational efficiency. Globosat has also “This is a big part of their job. Microsoft noticed a reduction in staff and administration

This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.

Document published January 2014