3 Steps to Greater Resilience for Service Providers
Communications and media service providers are the backbone of the digital world, powering the global networks and services we rely on daily, from internet connectivity to streaming and social media. With such critical infrastructure, ensuring consistent uptime is crucial. Customers expect seamless service and will switch providers if their needs are not met.
Gaurav Gupta
Sponsored by:
3 Steps to Greater Resilience for Service Providers
These organizations face significant challenges, including low customer satisfaction scores, high churn rates, and the complexities of digital transformation and industry consolidation. The rise of interconnected hybrid environments and distributed edge networks has increased the risk of system failures. The cost of downtime for communications and media organizations is high. Additionally, as 5G networks expand, so do attack surfaces, making systems more vulnerable to sophisticated cyber threats like ransomware and advanced persistent threats (APTs).
To overcome these challenges and stay competitive, service providers must focus on enhancing their digital resilience. Here are three key strategies:
- Gain Foundational Visibility to Drive Digital Resilience
Digital resilience begins with comprehensive visibility into your technology stack and processes. Given the variety of data sources—customer data, network traffic, application data, and IoT device data—gaining a consolidated view is essential for identifying and mitigating risks.
Security monitoring provides a holistic view of your complex environment, while advanced incident management helps quickly address security events. Proactive incident prevention allows early detection of issues before they escalate.
For example, Splunk Observability Cloud enabled 2XConnect to achieve 60% less downtime and 100% uptime during AWS migration, significantly improving their operational efficiency.
- Be Proactive and Prioritize Actions
With visibility in place, organizations can adopt a proactive approach to prevent issues before they escalate. This involves anticipating network surges, detecting threats early, and utilizing automation for incident management. Advanced Threat Detection tools help identify suspicious activities and provide context for faster remediation. For instance, Unitel used Splunk SIEM to double or triple their incident response speed and reduce log management time by 50%.
Additionally, being proactive includes anticipating potential disruptions related to new technologies like 5G and cloud-native applications. Implementing cloud-native problem isolation and AI-guided troubleshooting capabilities ensures a holistic view of system health and performance.
- Optimize the Digital Experience
Finally, to enhance customer satisfaction, organizations must ensure that their digital services and applications perform seamlessly. Application Performance Monitoring helps in quickly identifying and resolving issues that affect performance and user experience. Optimizing web and mobile performance ensures uninterrupted service, reducing customer churn and fostering business growth.
Setting the Stage for Resilience
In a rapidly evolving landscape characterized by macroeconomic uncertainty, 5G advancements, and increasing threats, building digital resilience is not optional but essential. By laying a strong foundation now, Communications and Media organizations can navigate future challenges effectively and deliver exceptional customer experiences.
For more insights on how to enhance your digital resilience, explore our Communications and Media solutions page and check out our Telecom customer e-book, Wired for Resilience, to see how peers are leveraging Splunk for better network disruption detection, faster security responses, and improved customer experiences.
