Enhancing Telecom Operations with IT Service Management Process Implementation

Developing a suite of IT service management processes, including change, problem, incident, and asset management, to optimise and standardise telecom operations.

Enhancing Telecom Operations with IT Service Management Process Implementation

Project


ITSM Process Implementation for Telco


Industries


Telecommunication

Technologies

IBM ,  Maximo

Project Details

Business Challenge

Internal processes were disparate and inefficient, leading to poor process utilisation and visibility, however, the processes were customised and could not be replaced with an off-the-shelf solution.

Transformation

Implemented an integrated suite of service management processes using IBM Maximo, covering a wide range of processes, including change, problem, incident, asset management and several other telco-specific processes. The workflows were customised to meet the specific requirements of the telecom provider, and were automated as much as possible to cater for the high volume of transactions.

Results

The transformation led to more efficient operations, better visibility, and reduced downtimes, significantly enhancing overall service delivery.

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