1. 25.10.2012
Case Securitas Alert Services:
Documenting upgrade for alarm monitoring
environment
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Ahonen Veli-Pekka, IT-manager
2. Content
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
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Veli-Pekka Ahonen | Securitas Alert Services Oy | 25.10.2012
3. 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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Veli-Pekka Ahonen | Securitas Alert Services Oy | 25.10.2012
4. 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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Veli-Pekka Ahonen | Securitas Alert Services Oy | 25.10.2012
5. 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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Veli-Pekka Ahonen | Securitas Alert Services Oy | 25.10.2012
6. 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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Veli-Pekka Ahonen | Securitas Alert Services Oy | 25.10.2012
7. 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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Veli-Pekka Ahonen | Securitas Alert Services Oy | 25.10.2012
8. 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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Veli-Pekka Ahonen | Securitas Alert Services Oy | 25.10.2012
9. 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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Veli-Pekka Ahonen | Securitas Alert Services Oy | 25.10.2012
10. Current system and usage (example)
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11. Current system and usage (example)
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12. Current system and usage (example)
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13. Current system and usage (example)
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14. 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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15. 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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16. 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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17. Questions?
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Veli-Pekka Ahonen | Securitas Alert Services Oy | 25.10.2012
