Prodemge is the public IT company responsible for supporting the digital systems and services that drive the Government of Minas Gerais in Brazil. Its operations cover essential areas such as healthcare, education, public safety, finance, and infrastructure, ensuring that public policies reach citizens quickly, securely, and efficiently.
The challenge
Monitoring such a wide variety of IT environments and systems was becoming increasingly complex for Prodemge. The lack of a single source of information and real-time visibility made it difficult for teams to respond quickly to demands for innovation and improvements in digital services. This was an untenable situation, as public service monitoring supports strategic processes such as:
- Contract tracking and supplier billing
- Direct capacity monitoring by clients
- Availability monitoring of telecom operator links
- Measurement of system downtime integrated with third-party applications
The complexity increased with the adoption of hybrid cloud architecture, integration with government blockchain, relationships with critical service providers, and the role of telecommunications operators that connect the entire state infrastructure.
Given this context, it became necessary to reposition monitoring as a central element of the company’s technology governance, aligning processes, service performance, and institutional strategy.
The solution
The decision to adopt Zabbix for public service monitoring was made in 2023, when the tool was already present in part of the company’s infrastructure. In December of the same year, Target Solutions, a Zabbix Certified Delivery Partner, won the public bid and was contracted to begin the project. The implementation was structured around five main pillars:
Assessment and architecture. Integrations with cloud systems, container environments, legacy networks, and external services all needed to be mapped in order to guarantee security and compliance with public sector regulations.
Installation and configuration. More than 7,000 assets began being monitored, with around 20,000 items collected in real time. A total of 29 dashboards were developed, organized by technical areas, service layers, and criticality.
Internal training. Teams underwent training throughout 2024, focused on daily use of Zabbix, environment administration, and indicator analysis.
Integrations. Zabbix was integrated with data visualization tools, databases via ODBC, authentication systems, LDAP, corporate email, CMDB, service desk manager, the government network portal, service ticketing systems, change management modules, inconsistency detection tools, and internal APIs. Alerts began being sent via email, Telegram, and SMS, ensuring fast and traceable responses.
IT service management. One of the main advancements was IT service monitoring, especially the national identity card (CIN) service. This included:
- Monitoring the application URL
- Monitoring hosting servers
- Integration with Federal Revenue Service and TSE data
- Blockchain monitoring
- Supervision of the supplier responsible for data processing
This model was also applied to other critical state services, including public safety and education.
The results
By monitoring more than 7,300 assets and collecting 865,000 items in real time with Zabbix, Prodemge repositioned monitoring as a pillar of IT governance, reducing incidents by 20%, strengthening contractual oversight, and consolidating a management model based on data and operational efficiency.
Currently, Prodemge’s production environment is 100% covered by Zabbix and includes the following:
- 7,301 monitored hosts
- 865,000 collected items
- 159 customized templates
The developed dashboards now directly support both technical and administrative management, providing views such as SLA monitoring for the administrative city complex, government network monitoring with visualization of the consumption of 2,284 links across more than 60 agencies, as well as dashboards dedicated to IT services, control of 635 active SSL certificates, and the data lake environment operated with the Cloudera platform.
As a result, there was an approximate 20% reduction in the number of opened incidents, mainly due to the mitigation of false positives, in addition to significant time savings in incident handling and event visualization by analysts and technicians.
Another concrete example occurred in the digital identity card service, where Zabbix identified connectivity failures in external integrations. After architectural adjustments, availability increased from 34% to 99% within one month.
Conclusion
With greater system integration and consistent data usage, Zabbix’s suitability for public service monitoring has made it a central part of Prodemge’s technical and administrative routine, modernizing infrastructure and ensuring greater system availability for the population.
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