Big Data Technology for monitoring ICT service data

Abstract

Data analysis has become an important source of knowledge for organizations. An adequate treatment allows to obtain valuable information. Its massive processing is possible from Big Data technologies. The work is based on the use of an open source platform for the processing of files generated by the communication systems of a mass service institution with three hundred branches that serves more than two million customers. The research addresses the need to consolidate results that add value to decision-making and improve the operational efficiency of information and communication technology (ICT) services. The objective is the development of a control panel based on measurement of key indicators. It will allow the monitoring of its operating costs and the level of quality of customer care. For this, the ELK (Elasticsearch-Logst ash-Kibana) set is used, fed with the call detail records known as CDR (Call Detail Records).