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25.10.2012

Case Securitas Alert Services: Documenting upgrade for alarm monitoring environment

Ahonen Veli-Pekka, IT-manager

Veli-Pekka Ahonen | Securitas Alert Services Oy | 25.10.2012

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1. Securitas and Securitas Alert Services

2. Old environment and why to a new one

3. Why Atlassian Confluence from Ambientia

4. System installation and introduction

5. Current system and usage

6. User experiences

7. Challenges

8. Future

Content


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Securitas in the world and in Finland

- 300,000 people in 51 countries in North America, Europe, Latin America, Asia, the Middle East and Africa.

- Head office in Sweden, CEO Alf Göransson- In Finland about 3000 employees in over 100 localities- Turnover 2011 in Finland 112,5 MEur


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Securitas Alert Services

- One of the four Securitas divisions- (Services, Mobile, Aviation, Alert)

- Alarm monitoring

- 900 employees in 12 countries

- Head office in Brussels Belgium

- CEO Erik-Jan Jansen

- Turnover 97,9M€


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Securitas Alert Services Oy

- Securitas Alarm Monitoring Center

- Situated in Vallila, Helsinki- CEO Pekka Holopainen- Turnover 2010 8,6M€- 69 guards / operators- 14 supporting personel

(Sales, Shift planning, IT..)- 10 – 15 operators working in one shift- >30 000 sites monitored

Daily average- 70 000 incoming data messages- 2200 handled alarms- 333 ”guard at site”-markings- 33 ”crime”- markings

- IT goal ”5*9”


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Old environment and why to a new one

- Old documenting was a mix of – Domino databases– Html pages– Documents spread on network directories– Papers– …

- Tons of emails nobody officially stored nor was able to search through

- A clear need to put everything to one place

- A need to quickly search through all the documents

- No one type of document form

- Teaching material for new operators into ”learn it yourself form”


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Why Atlassian Confluence from Ambientia?

- Good experiences of Ambientia building Securitas Intranet platform

- A need for collaboration tool – users to join the documenting– A lot of hidden information – Information sharing between day and night shifts

- Seemed to be easy to use

- Good Confluence experiences from others

- Price


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System installation and introduction

- Virtual server on VMware cluster

- Installed on Tue 25 Sep 2007

- Few training and setup sessions with Ambientia

- A week of collecting data from various systems and hideouts

- Couple of operators and shift supervisors did A LOT of work

- After the launch a few competitions ”who does the most edits”


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Current system and usage

- Main tool is the monitoring software, Confluence as a supporting system

- Virtual server on VMWare cluster- 1 CPU, MemTotal: 2 GB- Uptime 763 days, with no problems, no performance issues - Login using AD

- Just a few active spaces (excluding user spaces) - Alert operations (~700 pages) - Example; a page containing 300 links to pdf documents - Alert IT (~200 pages)

- 1.2GB of attachments


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Current system and usage (example)


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User experiences

- ”I use it all the time”

- ”It's always open in the background”

- ”Difficult to find the document you need”

- ”The bookmarks are great”

- ”Nothing in there I wouldn't already know”

- ”Made with male-logic, that doesn't work”

- ”What the … do we do if it is DOWN?”


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Challenges

- Large amount of data, the valid one is sometimes difficult to find

- Getting everyone involved to share their knowledge

- Still a lot of emails going around

- ”What if I' ll write something wrong or bad?!”

- Get people to tag the documents


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Future

- Server (CPU, memory, OS) upgrade

- System upgrade from 3.0.1 to 4.x

- Maybe a new installation, to tag and clean up the document base

- One collaboration platform for Securitas Finland

- Installation and integration to Jira, at least for IT

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Questions?


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Integrity | Vigilance | Helpfulness

securitas.com

jcn12 securitas

Technology

case securitas alert

securitas divisions

frameahonen velipekka

alert alarm monitoring

securitas intranet platform

pdf documents alert

current system

user spaces alert operations