Telia's first end-to-end monitoring and observability platform

Monitoring at Telia had accumulated by domain: infrastructure tooling for servers and network, application-specific checks, ITSM for process. Each gave a partial view, and the picture of a customer-facing service was assembled by people during an incident rather than held by a system.

Establish a single end-to-end monitoring and observability capability spanning BSS, OSS, applications, infrastructure, databases and network — the first of its kind at Telia — without replacing every domain tool or stalling live operations.

• Events and metrics from six technology domains with different owners and formats.
• No shared model connecting an infrastructure alarm to the BSS/OSS service it affected.
• Existing tooling that had to be integrated, not discarded.

The platform combined Splunk, Nagios and BMC TrueSight — analytics across logs, metrics and events; availability monitoring; and event and infrastructure management — into one capability spanning all six domains, so that a cross-domain picture existed above the individual tools rather than inside any one of them.

Established the platform: defining the monitoring architecture across the six domains, the role of each tool, the integration between them and the operating model for keeping coverage and the service model current as the estate changed.

Operations moved from domain-by-domain alarm handling to a single cross-domain view. Ownership of monitoring coverage and the service model became an explicit responsibility rather than tribal knowledge — the part of an assurance change most often left out.

Telia's first end-to-end monitoring and observability platform, spanning BSS, OSS, applications, infrastructure, databases and network. Quantified operational results are not published here.

• Give each tool one role; overlapping tools produce overlapping truths.
• Correlation without a service model is better-organised noise.
• ITSM and monitoring should share a model, not just a ticket integration.