Exceed Customer Expectations & Deliver World-Class Service The Challenge: Use the Right Resources at the Right Time Company Overview capacity-related incidents Zero 300 100% recommendations implemented of core services/systems monitored Exceptional customer service is critical to the success of Telefónica Colombia in its highly competitive telecommunications market. To continuously improve their service delivery and ensure that employees can respond effectively to customer inquiries, requests, and issues, the IT team needs to accurately predict capacity needs for all of their traditional and private cloud environments. Telefónica Colombia’s move to the cloud introduced an unexpected challenge: loss of full control. And without proper timing and visibility into resource usage, the

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