Business Observability & QoS Operating Model for OTT
A vendor-neutral design that lets the Order-to-Cash process surface its own failures, designed to catch a broken purchase before a customer reports it.
Project Impact & Velocity
Key operational milestones delivered.
The challenge
Everything is green. Nothing is selling.
The broadcaster runs OTT Order-to-Cash across the customer and subscription platform, eCommerce, payment providers, and partner APIs. Four monitoring stacks already watched the infrastructure. Yet disruptions surfaced late, operational KPIs were missing, and no one clearly owned an incident once it started.
What we did
From diagnosis to an operating model and PoC backlog, in three steps.
The Outcome
A single, evidence-based picture of the whole Order-to-Cash flow — and a monitoring model the business could adopt on the first pass.
100%
end-to-end value stream visibility achieved across the subscriber platform
4 stacks
integrated into a single business-focused monitoring architecture
Why it worked
Key drivers behind our success.
Technologies & standards
OODA loop
Iterative decision cadence for KPI design
Four-level metric hierarchy
Strategic, business, operational and infrastructure KPIs
RACI & ITSM design
Clear incident ownership across nine ITSM processes
Test-driven KPI design
Business tests first, metrics after
Business observability
A monitor for the outcome, not just uptime
Tooling
Delivered with Dynatrace and Creatio