ORS Manages TV and Radio Broadcast and Programme Infra Structure Using Iet ITSM – “Positive Spin-Off” Provided by ITIL®
CASE STUDY
ORS manages TV and radio broadcast and programme infra structure using iET ITSM – “positive spin-off” provided by ITIL®
ORS (Austrian Broadcasting Services), the subsidiary of ORF (Austrian Broadcasting Corporation), is responsible for almost all TV and radio programme providers in Austria, as well as for digital television. iET ITSM has helped centralize the provision of technical information as part of monitoring and maintaining the organisation’s transmitters.
The management of ORS’s technical infrastructure was decentralized in early 2012. ORS launched the TIS (Ticket and Infrastructure System) project with the aim of making data about the broadcast infrastructure more accessible and transparent to all ORS staff and of improving the quality of documentation.
Ticket and Infrastructure System practical approaches for implementation KEY BENEFITS (TIS) using iET ITSM,” explains Norbert Grill, u Centralized provision of information ORS Managing Director. u ORS had the following objectives with the High-quality documentation “This project involved us having to adapt a TIS project: u Maximum support provided to staff solution that was primarily designed to be in day-to-day operations Site Management used within the IT function to handle the in u Displaying all ORS-relevant site informa frastructure and terminology used by radio u Meaningful data supplied for tion and technical equipment (e.g. and TV programme providers. The flexibility scheduling antennae, transmitters, masts etc.) offered by iET ITSM enabled us to docu u Prompt notification of customers in Transmitter Database ment and manage the infrastructure at ORS the event of outages u Frequency and transmitter planning, without needing to abandon the specific history terminology and concepts used in broad casting technology,” adds Klaus Hörl, the THE SOLUTION AT A GLANCE u Incident management project manager from Softpoint IT-Solu u Rapid implementation turnaround u Detecting faults and outages tions. thanks to ITIL® Change Management Transferring data from the legacy systems u Site management of technical facili u Recording and scheduling maintenance posed a major challenge. The data stored ties work at the transmitter stations locally had to be consolidated first. u Transmitter database u Scheduling extensions and renovations The next step involved the import routine, u Incident management via the planning departments which automatically created the transmitter u sites, programmes, signals and masts on Change management Implementing the TIS based on the system, together with the relationships u Map application based on Open a standard ITSM solution between them. To ensure that the right data Street Map* and Google Satellite* ORS decided to implement the TIS based quality was achieved at the end of the pro on a standard solution for IT service ma cess, a raft of tests were carried out before nagement. They opted for the iET ITSM the data was finally imported into the TIS. solution, which was implemented by Softpoint IT-Solutions, the iET Solutions Site Management: CMDB & partner in Austria. Configuration Management “Softpoint IT-Solutions had the best under The ORS technical infrastructure comprises standing of the industry-specific require technical equipment (antennae, masts etc.), ments of all our providers and presented radio and TV programmes, as well as sig nals for broadcasting programmes.
Page 1 CASE STUDY ORS
provides information for use in ABOUT THE ORS GROUP planning the network’s expansion. The ORS Group consists of Austrian Broadcast ing Services GmbH & Co KG (ORS) and its Engineers can display the trans subsidiary ORS comm GmbH & Co KG (ORS mitter stations’ locations so that, comm). ORS was formed in early 2005 from the Broadcast Engineering division of ORF (Austrian for example, they can plan their Broadcasting Corporation) and is 60 % owned journeys. This is helpful as trans by ORF and 40 % owned by Medicur Sende mitters are often located in high anlagen GmbH, which is part of the Raiffeisen Group. ORS comm is 100 % owned by ORS and altitude locations that are difficult provides technical services for broadcasting au to access. The ORS management diovisual media services and online services via external organisations. team uses the map view to obtain a quick overview. If necessary, The ORS Group is responsible for developing and operating the technical infrastructure for more in-depth data can be ac Digital Video Broadcasting – Terrestrial (DVB-T) cessed by drilling down. in Austria. As the leading analogue and digital broadcaster in Austria, the ORS Group operates an extensive network of transmitters to service Transmitter Database: its customers, located at almost 450 sites. The History Management ORS Group also provides technical services sup porting digital satellite television. ORS and ORS Representation of the ORS CMDB Only active signals for broadcast comm include leading companies among their customer base from the following sectors: televi ing programmes are recorded in sion (e.g. ORF, ATV, PULS 4, ServusTV, goTV, This has been fully recorded in the TIS the CMDB as CIs (signal CIs). All Austria 9 TV), radio (e.g. Ö1, Ö2, Ö3, Kronehit Configuration Management Database inactive or planned signal CIs are man Radio, Lounge FM), mobile telephony (e.g. A1, Orange, tele.ring) and energy (e.g. EVN). (CMDB), which currently contains around aged in the transmitter database (TDB). 11,000 configuration items (CIs) with This manages the complete lifecycle of a www.ors.at “active” status. All the CIs are linked to signal, including all information about the each other via relationship management. site, antenna system, technical attributes, This provides service engineers with all the official authorizations etc. for each coor data required to maintain an installation or dination date. The TDB currently holds rectify faults. approx. 70,000 records featuring past and scheduled activities. ORS also introduced “logical CIs” to be able to represent its business in the most The transmitter database was redeveloped effective way possible. All radio and TV by Softpoint IT-Solutions as part of the TIS programmes were created as logical project and is based on the CIs because it is often the case that a iET Developer Studio from iET Solutions. programme interruption is detected and Softpoint IT-Solutions was also involved reported before the underlying techni in optimizing the TDB, adding a reporting cal infrastructure is affected by faults. All module to it, as well as a feature for re programmes are linked via relationship presenting and converting technical data management so that any slave transmitters (decibels, decibel watts, watts, potentially affected can be identified and kilowatts etc.), and implemen customers informed if necessary. ting an interface for the CMDB. CMDB map application Data synchronization takes place between the TDB and In the graphical CMDB all the CIs are dis CMDB as soon as a scheduled played, together with their links to each programme starts running. The other. Softpoint IT-Solutions added a digi person responsible for sched tal map application to the graphical CMDB uling initiates synchronization in cooperation with its partner, MICROLAB. manually and the subsequent This displays the links and dependencies process runs completely auto between the individual transmitter stations. matically. Map content from Open Street Map* and Google Satellite* provides the basis for the web-based application. The map ap plication highlights the current fault status throughout the transmission area and also CMDB map application
Page 2 CASE STUDY ORS
Incident Management Change Management ABOUT SOFTPOINT IT-SOLUTIONS The process of detecting faults in transmit Change Management is used to schedule ter stations and programmes is carried out and document maintenance and assembly Softpoint is an Austrian solution partner of leading software companies in the field of (IT) either manually by staff or automatically via operations carried out at the transmitter sta service management and infrastructure. For our remote control devices. The remote control tions. The multi-stage authorization process team of 30 specialists partnership and competent support are an integral part of our company devices are tools used to monitor transmis which is part of iET ITSM helps ORS culture. sion devices, and also every device con comply with documentation guidelines. nected to them. If a remote control device Since 1999 we offer professional consulting ORS carries out regular routine mainte for the implementation of ITIL® processes and reports a fault, such as a network outage nance activities. These changes are re IT Service automation tools in Austria and or signal fault, the incident is verified by a neighbouring countries. Our ITSM automation corded once with their frequency (e.g. every platforms facilitate IT service processes as well member of staff and, if necessary, automati month, six months, year etc.). as non-IT processes in an easy to configure cally recorded as an incident in the TIS by application. Subsequently the platforms can be iET ITSM then automatically generates clicking on it. put into operation in less time and most cost a new change in the system for the next effective. Thanks to an impact analysis designed spe deadline due. This ensures that mainte High efficiency and a short implementation phase cifically for ORS, it is possible to determine nance is carried out at the appropriate time. result in a quick and sustainable project success. the impact of a fault across the whole of www.softpoint.at Austria, verify backup scenarios and adopt Project implemented faster using suitable measures. The impact analysis is ITIL® based on the radio and TV programmes re ABOUT iET SOLUTIONS In spite of the stringent requirements, the Building on more than 20 years of industry corded in the CMDB and their relationships. ORS project team and Softpoint IT-Solu expertise, iET Solutions, a division of UNICOM® Global, is recognized as a leading Dynamic email management facility identi tions successfully implemented the project global provider of IT Service Management fies - via the impact analysis - the sites and within a year. The TIS went into operation in (ITSM) and Software Asset Management (SAM) relevant contacts affected by a fault, as well June 2012. In the course of the project, solutions for mid-size and large enterprises. Over 51,000 users in 26 countries partner with as their subsidiary sites. This means that ITIL® (IT Infrastructure Library) was valued iET Solutions to drive the success of their notifications and warnings can be sent, if as a “positive spin-off”. IT operations and infrastructure. required. Templates, logos, text modules etc. are included in the dynamic mail tree Locations structure. However, an email is only sent Worldwide Headquarters after being authorized by a member of staff. iET Solutions, LLC. ORS downloads all the incident and change UNICOM Global HQ UNICOM Plaza Suite 310 information to a data warehouse once a 15535 San Fernando Mission Blvd. day, where the fault times and downtimes Mission Hills, CA 91345, United States are processed and can be used for avai Phone: +1 818 838 0606 lability analysis. [email protected] www.unicomglobal.com
European Headquarters iET Solutions GmbH Humboldtstr. 10 85609 Aschheim, Germany
Phone: +49 89 74 85 89 0 [email protected] www.iet-solutions.com
UK Headquarters iET Solutions Macro 4 Limited The Orangery Turners Hill Road Worth, Crawley West Sussex RH10 4SS, United Kingdom
Phone: +44 12 93 87 23 00 [email protected] www.iet-solutions.co.uk
© 2017 iET Solutions. All right reserved. iET® and the iET Solutions logo are Registered Trademarks of iET Solutions, LLC. * All other brands or products are trademarks or registered trademarks of their respective holders and should be treated as such. ITIL® is a Registered Trade Mark of AXELOS Limited. Page 3