“To support our growth, we needed to take IT monitoring to the next level. We redesigned our entire IT monitoring architecture and centralized all metrics within Centreon. Leveraging the solution’s performance and ergonomics, we have optimized technical monitoring and strengthened client relationships because we were enabled to provide data-driven insights.” Philippe Jung, CIO, CELESTEPhilippe Jung
The project in a nutshell
CELESTE’s business objective: Guarantee telecom infrastructure and data centers availability across 16,000 client sites
- Ensure constant service availability to create value for clients.
- Provide clients with a single point of contact and interface for all IT services (hosting, cloud, telecom, etc.).
- Enable client reporting on service performance with full transparency and confidence.
The MSP’s ITOM objectives: Monitor all the company’s IT from a single monitoring platform
- Monitor 100% of client links to guarantee IT service availability and quality.
- Centralize monitoring for all the company’s MSP and telecom infrastructure across the 8 subsidiaries.
- Extend the scope of monitoring to include corporate IT infrastructure, optimizing systems in the 8 subsidiaries.
- Build a new IT monitoring architecture integrating the entire IT system within a single IT monitoring platform.
The solution: Centreon MSP Edition
- More performance and reliability in IT monitoring
- A global and centralized vision over the health of the entire IT system
- Improved client support thanks to data-driven advice
The project in a few figures
- 30,000 hosts capability, managing 15,000 hosts on average
- 8 subsidiaries
- 16,000 customer sites
- 2 main business lines: MSP and telecom operator
A French expert in telecom, cloud, data hosting, and cybersecurity solutions, CELESTE provides a modular, integrated package supporting organizations in the management of issues relating to IT infrastructure. Facing rapid business growth, the MSP and telecom operator was looking to diversify business and meet emerging communications and data availability challenges.
As a response, CELESTE’s IT department decided to overhaul the IT monitoring architecture so all metrics across its 8 entities and the managed 16,000 customer sites in France could be monitored using a single platform. Centreon was at the heart of this initiative, enabling CELESTE to conciliate the specificities of two distinct business lines and those of its eight subsidiaries. The Centreon solution’s ergonomics and performance ultimately helped reinforce quality and trust for CELESTE’s client relationships.
Present in France and Switzerland, CELESTE has grown its client base through business line diversification, adding security and cybersecurity services, as well as cloud hosting and managed services. « Quality of service and innovation have been core values for CELESTE from the start,” explains Philippe Jung, CELESTE’s CIO. “We can tailor services to each client because we control the value chain from end to end. We want organizations to benefit from a one-stop-shop for all infrastructure-related IT services, which is why we provide dedicated teams for each of our business lines, telecom operator and data hosting.”
Whether SMEs, major accounts, healthcare organizations, emergency service centers, and hotel or retail chains, CELESTE’s clients are all too aware that constant IT availability contributes to business continuity and value creation.
The company was already using IT monitoring tools, but with the acquisition of several entities and the ever-increasing demand for IT availability, CELESTE’s IT department was ready for next-level IT monitoring. The team decided to review their IT monitoring architecture so that it could encompass all the company’s IT environments as well as integrate the full scope of IT infrastructure.
Philippe Jung appreciates this was an ambitious objective: “Our goal was to have a single platform spanning several entities and business lines. To achieve this, we needed to evolve the IT monitoring scope to accommodate the company’s vertical and horizontal growth as well as new service proposals geared at clients. So, we optimized the IT system in eight subsidiaries and then merged the monitoring of those IT systems into a single IT monitoring platform. In simple terms, CELESTE’s vision was: One IT monitoring solution working for all our business entities.”
The relationship with Centreon, including both technical and business collaboration, was a key success factor in carrying out this remarkable project.
Philippe Jung enumerates the main resulting benefits: performance gains, improved ergonomics, and, thanks to Centreon’s flexibility, the ability to extend a new, carefully thought-out IT monitoring architecture that’s tailored to CELESTE’s teams. “Our monitoring architecture is much improved, and the new IT monitoring solution is very powerful. We have made significant efficiency gains. Before, we would need up to 30 minutes to get a response on an IT issue—today we work in near real time! Also, Centreon’s MSP Edition helped us grow our capabilities in terms of performance and scalability. While we may use an average of 15,000 hosts, we are scaled to accommodate 30,000 so we can respond swiftly to constantly evolving client IT systems.”
The Centreon platform has become an asset for customer relationship management, as Philippe Jung is pleased to note: “Sharing IT monitoring metrics with clients contributes to building trust relationships. The fact that we have a single source of truth ensures clients get the best data-driven advice and offers, both on the MSP and telecom sides of the business. We truly believe that a loyal client is a client that gets excellent support.”
The full story
CELESTE, a French telecom cloud, data hosting, and cybersecurity solution provider, offers businesses a modular and integrated service package so they can manage all their IT infrastructure needs under one roof. As leverage to support strong growth and business diversification, and to best meet emerging communications and data availability challenges, CELESTE’s IT department redesigned the company’s IT monitoring architecture.
The objective was to centralize, within a single platform, all metrics collected from eight subsidiaries responsible for 16,000 customer sites in France. Centreon was a key enabler for this project, meeting the specific requirements of CELESTE’s two business lines and eight subsidiaries. The solution’s ergonomics and performance contributed to reinforce client relationships, with the added confidence of data-driven insights.
An exhaustive range of business services
Seeing that the emergence of broadband high-speed Internet would usher a new industrial revolution, Nicolas Aubé founded CELESTE in 2001. His goal was to help businesses seize this new technological opportunity with high-end and innovative solutions and he positioned CELESTE as a market reference in that area.
Now counting 700 employees, 13 offices in France and Switzerland, and 122 million euros in revenues, CELESTE is today recognized among France’s top Internet and secure cloud hosting providers. What sets CELESTE apart from other providers? The company developed its own fiber-optic network spanning 10,000 kilometers—having understood early on the significant need for superior telecommunications and hosting services. CELESTE is also ISO 27001 and HDS-certified.
Doing business both in France and in Switzerland, CELESTE generated growth through building a diversified service portfolio, including security and cybersecurity as well as cloud hosting and managed services. “Quality of service and innovation have been core values for CELESTE from day one,” explains Philippe Jung, CELESTE’S CIO.
“We can tailor services to each client because we control the value chain from end to end. We want organizations to benefit from a one-stop-shop for all infrastructure-related IT services, which is why we provide dedicated teams for each of our business lines, telecom operator and data hosting.”
The challenge: 2 business lines, 8 subsidiaries, 16,000 customer sites, 1 IT monitoring platform
IT is changing fast, teleworking is now widespread, remote access and security needs are also evolving. For CELESTE, this brings the need to augment capabilities so an increasingly large and heterogeneous IT environment can be seamlessly monitored, and so the need to integrate clients’ IT environments as well as CELESTE’s internal environment into one monitoring platform, as Philippe Jung points out:
“IT service availability is a de facto requirement, and we’ve all become techno-dependent. IT service issues are a nightmare. So, as an MSP and telecom operator, we must monitor 100% of our clients’ links to guarantee constant full-service availability and quality. We need to measure the availability of core services such as telephony, videoconferencing, and data management.”
CELESTE’s clients are looking for global, turnkey, modular and integrated services that guarantee IT service quality, unfailing support, and security, especially as some of them operate worldwide. Whether SMEs, major accounts or healthcare organizations, emergency service centers, hotel or retail chains, CELESTE’s clients are all too aware of the role that constant IT availability plays in business continuity and value creation.
The company was already using IT monitoring tools, but with the acquisition of several entities and the ever-increasing demand for IT availability, CELESTE’s IT department was ready for next level IT monitoring. They decided to review their IT monitoring architecture so that it could encompass all the company’s environments as well as integrate the full scope of IT infrastructure. Philippe Jung appreciates this was an ambitious objective:
“Our goal was to build a single platform spanning several entities and several business lines. To achieve this, we needed to evolve the IT monitoring scope to accommodate the company’s vertical and horizontal growth as well as new service proposals geared at clients. So, we optimized the IT system in eight subsidiaries and then merged the monitoring of those IT systems into a single IT monitoring platform, with a simple objective: One IT monitoring solution working for all our business entities.”
IT monitoring objective: find a solution fitting the projected architecture and the business lines’ specific needs
CELESTE entities were using four different IT monitoring tools. In 2019, Philippe Jung’s team started on their search for an all-encompassing IT monitoring solution, so that all IT monitoring could happen within a single, centralized platform, including hybrid environments, and above all, seamlessly adapt to CELESTE’s unique requirements. “We already liked Centreon’s philosophy, and we knew communication would be seamless between our team and theirs,” explains Philippe Jung.
“The functionalities offered by other IT monitoring software providers were limited and did not meet our business’s specific requirements. As we’re a two-sided business, telecom operator and MSP, we manage dual issues which Centreon could help us with, both from a technical and functional point of view. Moreover, Centreon’s MSP Edition affords us specialized support from the software publisher, and so we benefit from the expertise and the best practices relating to IT monitoring and the solution, in addition to benefiting from a flexible pricing scheme—an asset for a growing company like ours.”
The retained option: Deploy a single Centreon infrastructure in which all the metrics will be consolidated to control IT monitoring from a single, unified platform.
“Designing a centralized IT monitoring architecture combining our eight entities was a major endeavor. We first performed an audit which allowed us to clearly envision the ideal architecture. We then deployed the solution. We started with the ISO functionalities (the legacy telecom operator infrastructure) retrieving the data from the existing open source version, which only required a few hours of service interruption. In a second phase, we progressively integrated our subsidiaries’ systems.”
The relationship with Centreon, as well as their technical and business partnership were key success factors in accomplishing this ambitious endeavor.
“The project stayed within the bounds of the technical, and did not interfere with the organization’s activities, because Centreon provided excellent support—there was no need for deep changes within the organization. Through close collaboration between our IT teams and Centreon’s, we delivered at our best performance, even though we were dealing with a remote deployment in the context of pandemic lockdowns. Centreon employs solid professionals in whom we have full confidence.”
Benefits: IT performance and client confidence
Among the main benefits of the Centreon solution-based IT monitoring project, Philippe notes added performance, ergonomics, and scalability. But more importantly, Centreon enabled the deployment of a new IT monitoring architecture which was carefully designed and better adapted to CELESTE’s teams’ needs.
“Our IT monitoring architecture is significantly improved, and our new IT monitoring platform, highly efficient. We made real gains: while it would take us up to 30 minutes to get a response to an incident using the old system, today we work in virtual real time. Also, we have built-in future growth. Although we monitor an average of 15,000 hosts, we’re ready to handle up to 30,000 so we can swiftly respond to our client’s ever-evolving IT environments.”
The Centreon IT monitoring solution’s first task was to provide constant visibility over the health of the IT system, but now it goes beyond that, returning metrics on service quality across the network as well as traffic volume, which are made accessible to clients.
“We are currently deploying remote servers so our subsidiaries can access the metrics independently and use them to provide clients with tailored views and customizable dashboards. Service mapping features will be offered to our premium customers.”
The most remarkable Centreon benefits, from the point of view of CELESTE’s teams, relate to the ergonomics and automation capabilities, for which they have high praise. “In terms of ergonomics, we went from a 2000s feel to a state-of-the-art interface. And then there are the IT monitoring connectors (Plugin Packs) as well as the Auto-Discovery engine which we leverage on the central structure so that IT monitoring deployments are standardized. These core Centreon strengths are what produced results for us.”
The Centreon platform has also become an asset for managing client relationships. Clients may be sensitive to the cost of IT services, but they also look for robust support, which CELESTE is able to provide, thanks in particular to the new IT monitoring platform, as Philippe Jung is pleased to note:
“Sharing metrics with clients contributes to mutual trust building. Working with a common dataset not only enables us to demonstrate service performance, but it also helps us provide data-driven advice and best meet client needs, both as an MSP and as a telecom operator. We truly believe that a loyal client is a client that gets excellent support.”
Outlook: towards business-oriented monitoring and green IT
Philippe’s team intends to continue their journey. They’re devising new ways to extend client services. As a start, Philippe plans to interface Centreon with the new ITSM tool to automatically generate tickets. The goal is to make IT monitoring even more proactive by opening tickets in real time in a queue that’s dedicated to ensure contractual commitments are met. Other plans involve making IT monitoring more business aware.
“We will eventually implement business KPIs because this is a significant strength brought by Centreon. We want to focus on availability indicators and producing monthly reports for our clients.”
Another project is underway: using IT monitoring data to help measure the company’s IT system’s carbon footprint. This aligns to CELESTE’s sustainability efforts, including two sustainable data centers powered by green electricity and ventilation systems, and a limited energy consumption footprint.
“At CELESTE, we’re aware of the sustainability aspects of managing IT and so we want to develop new IT monitoring metrics that will enable us to calculate carbon equivalents on data flows, a practice that will be consistent with our two sustainable data centers.”
To go further
- Learn how MSPs around the world rely on the Centreon solution: Rest Solution, ITS Soluções, Meanquest or ITS Integra.
- SaaS or Self-Hosted Monitoring? If you’d like to conduct a careful TCO assessment, don’t go it alone — read our latest expert content “IT monitoring and TCO: SaaS or self-hosted?” You’ll find some insights as well as a complete list of potential hidden costs to consider, so you can choose a monitoring solution which meets both your expectation and budget.
- Looking to run a deeper analysis to decide between open source or paid IT monitoring? Download the first Expert Insight volume, “IT Monitoring & TCO: Open source or off-the-shelf software? Finding the best option for your organization,” which looks at an IT monitoring solution type’s impact on the TCO, helping you opt for one that is perfectly adapted to your organization.
- There is one last frontier for IT modernization: the very tools used to monitor the organization’s operational performance, IT monitoring. Learn How with this ebook Modernizing IT Monitoring for Cost Effectiveness and Performance – How to Modernize Across—And Deep Into the ITOps Stack
- Visit our resource center: ebooks, guides, reports, success stories, tutorials, and more to help you in your IT monitoring 🙂
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- Contact us for a personalized demo and ask our monitoring experts any questions you may have.