Customer Spotlight: Yasmina Carrascal, Manager, Service Assurance & Analytics at Vodafone
ScienceLogic’s CMO, Murali Nemani, connected with Yasmina Carrascal from Vodafone, for the third interview of our ITOps Leadership Series–Navigating a Pandemic.
I’m part of Vodafone Global Business Technology—a multi-national telecommunication company. At Vodafone Business Technology, we’re focused on providing enterprise solutions such as unified and mobile communications, Apple solutions, IoT, and cloud hosting at a large scale for multi-national companies.
I’m the manager of the unified communications service assurance team—building service assurance for our unified communications solutions on a global scale.
Both unified communications and service assurance are very important topics today, given what’s happening in the broader climate. Yasmina, what are the biggest challenges you’re facing as an ITOps leader? And can you describe what that looks like in your environment today?
We use ScienceLogic to monitor the core of our platform. We have a large volume of data and metrics available, so our challenge has been connecting the dots between the metrics and identifying the right data to facilitate rapid decision making.
This is the ability to connect the dots between the traffic and the performance aspects to the service and what that implication is? And that’s the correlation you’re talking about?
Exactly. By connecting the dots between the metrics, we can see at the core of our platform. With the customer experience, when you offer unified communication solutions, there are multiple components involved. The challenge is to connect all the metrics and correlate all of that data to get at one value that keeps decision making happening at the right scale.
What are the things that have surprised you the most about the way your business has responded to the needs of your clients in this particular situation? Can you share a little bit about that?
I’m so impressed about the rapid response and the amazing collaboration that I’ve seen across the teams, and how governance has been reduced to prioritize decision making and rapid response for our customers.
You and I were talking before about ITOps organizations being unsung heroes in this particular response to a global pandemic. You have people in the backend who are delivering unified communications, collaboration-based tools, capacity, and business continuity elements to ensure that these mission-critical services are running. We’re all working from home now. How are you keeping your team motivated and emotionally connected? How are you evolving your practices in a way to stay connected with them?
My team is spread across Spain, and I’ve got people in the UK, in Portugal, in India. We are very digital and remote by each definition. But it’s true that now more than ever, you have to be close with them.
We used to have our standard, daily meetings: demo, planning, etc. But we joined all these ceremonies in order to better use our time—while still respecting our one-to-one meetings. Now more than ever, I’m listening closely to their feedback and how are they dealing with the situation. And I’m especially focused on providing them with the enough flexibility so they can better adapt their personal, student, and professional lives.
And the most important thing is to prioritize the work—managing stakeholder and business expectations, first, compared to the current capacity of our team. Because it’s not the same as before. It’s very, very important that we reset expectations and align business outcomes with the real capacity of our teams.
Find out more about how ScienceLogic can transform your business by reading about Cisco’s monitoring makeover»