Smart Operations: Liferay support for stable and efficient operations

Reduction of critical incidents and improvement in user experience.

With Smart Operations, Entelgy transformed the management of this important sanitation company's portal, improving the user experience and strengthening system reliability.

+85% reduction in incidents

33% increase in availability

More stable and efficient corporate portal

CHALLENGE

Sanitation company in Brazil faces crisis on its corporate website

One of the largest sanitation companies in Brazil, with more than 12,000 employees, was facing serious instability problems on its corporate portal , including:

High rates of open and unresolved critical incidents.

User dissatisfaction due to limited support and low usability on the portal.

Little integration between areas and a lack of structured documentation on the environment and its services.

SOLUTION

Entelgy designed and implemented a comprehensive plan based on best practices in service management, including frameworks such as ITIL and COBIT. Key actions included:

Service management

Clear processes for managing incidents, problems and changes, along with root cause resolution

Documentation of the environment

Creation of videos and tutorials to improve the use of the portal by users.

Problem management

Implementation of structured flows to resolve critical incidents definitively.

IMPLEMENTATION

A specialized Entelgy team worked on the most critical situations of the portal, achieving:

Resolution and reduction of recurrence of problems

Through continuous action in key incidents.

Collaboration with end users

to recycle knowledge, improve the use of the portal and strengthen the relationship between areas.

Migrating to a new version of the orchestrator

enabling SSO login and fixing vulnerabilities.

Design thinking approach

to understand user needs and develop significant improvements in the usability of the portal.

CUSTOMER BENEFITS

The implemented solution allowed to achieve measurable and high-impact results:

85% reduction in incident openings : Thanks to effective resolution and a decrease in recurrence.
33% increase in service availability : Reduced portal downtime and increased operational stability.
Stable environment without critical unavailability : Improvement in portal initialization time, reducing it to less than 20 minutes in critical situations.
Expert support on multiple fronts : Constant support to optimize technical support and operations in key units of the company.