European Telecom Major Standardizes IT Service Management
Infosys partnered with a leading integrated telecom service provider of fixed and mobile telephony, Internet and television. The company offers a wide range of high-quality products and services for private and business customers in Europe.
Business Challenges
The company sought a single application based on IT Infrastructure Library (ITIL) guidelines for better visibility and maintenance of a vast network of telecom and IT assets of all its group companies.
The company could not enable Maximo 5.2 and adopt ITIL-based IT Service Management due to its highly customized service management of telecom and IT assets.
Infosys’ Solution
Infosys implemented ITSM across the organization using Maximo 6 . Our Global Delivery Model optimized client operations and enhanced customer satisfaction.
Infosys’ approach was divided into 3 phases:
Requirement analysis and gap analysis
- Requirement gathering for service management functions such as incident management, problem management, task management, and work management/preventive maintenance of telecom and IT assets
- Requirement mapping in MXES and identification of gaps
- Workaround formulation for identified gaps
Solution strategy definition
- Defining a solution strategy to implement MXES for ITSM, development of more than 12 interfaces and more than 80 reports (online as well as offline)
- Revisiting defined processes for all service management functions for process improvement
- Identifying the best solution for various interfaces
- Formulating a high-level implementation strategy
Implementation
- Implementation of MXES 6.2, developing interfaces and reports, including detailed design, build, change management, cut-over and rollout
Benefits
Our approach realized several benefits:
- Reduced customizations from 36% to less than 15%
- Improved system usability and process improvement
- A well-defined solution strategy
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