posted in Business Service Management
Client Background: Our Client, a provider of Telecommunication and Data Services, was going through a major phase of business transformation. The key challenges being faced were how to launch and support new products while fundamentally changing the organisation structure. The fundamental changes in organisation structure included:
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Integrating recent acquisitions
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Outsourcing back-office functions
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Refocusing customer care on new products and services
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Slimming down of the organisation
Business Challenge: After assessing the options it was decided that a major investment would be warranted to strengthen internal business processes and support these by enhancing the IT infrastructure. A key challenge to be overcome was the fact that there was no single service support infrastructure spanning the organisation and that each of the acquired companies had standalone systems for fault logging and management.
The key goals were to:
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Introduce a single service desk/ service management system to span that entire business
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Increase cross department workflow visibility and control
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Have a better understanding of the key points of congestion in end-to-end service delivery tasks
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Have a mechanism to measure the service interfaces to external service providers
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Automate time-consuming administration tasks
The company chose a strategy of rolling out Remedy 7 across the business to support the ISO20000 and ITIL processes recently introduced.
DANU’s contribution: When our client went looking for a partner to assist them in the implementation of this, they found it initially difficult to find a technology partner that could confidently lead the complex move from a highly customised environment to what was required to meet the new challenges. After an extensive selection process DANU was chosen to lead the systems integration and technology implementation.
DANU took the programme management lead and sourced and managed the diverse technical skills required, combining our own specialist technology resources with niche third party vendor contributors.
Results & benefits: Not only was the project delivered on-time and within budget but the productivity benefits derived exceeded expectations resulting in the scope of the programme been widened. The Remedy 7 platform delivered a new level of transparency, efficiency and control to the workflow monitoring across internal and external stakeholder groups leading to significant reduction in fault resolution and task fulfilment.
Technologies involved: BMC Remedy & Atrium, Business Objects, TeMIP fault reporting, PDA support.
Platforms integrated included Clarity CRM, Blackberry PDAs.
posted in Telecom Service Assurance
Description: A mobile operator monitors all critical network and IT systems using HP’s TeMIP. DANU provided its fault management integration framework, EventBrokerTM, and associated systems integration support to allow efficient integration of network and IT systems into the TeMIP product.
Services provided: The solution, based on DANU's EventBrokerTM was first deployed in 2003. Approximately 40+ network elements and applications have been connected to the TeMIP system since then. DANU provides system integration services from early stage planning and design to deployment by leveraging our extensive knowledge in the network management space.
Results and Benefits:
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Low cost integration of network elements and applications into TeMIP.
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Enabling the client to use state-of-the-art technologies (e.g., Java APIs, SOAP, Web Services) to integrate applications and network elements.
Technologies Applied: Java, C++, WSDL, SOAP, COM, SNMP, CORBA, IDL, XML, ASCII protocols, TeMIP, Solaris, fault tolerance.
posted in Business Intelligence
Description: Development of a comprehensive reporting framework for a large mobile operator, providing statistics and performance data intelligence on the radio access network infrastructure. The solution provides critical information for proactive management of vital radio network resources.
Services provided: Business Analysis, KPI specification, development and testing of reporting and distribution solution.
Results and Benefits: Abstraction of complex information into a set of KPI Dashboard Reports providing key business intelligence enabling the client to manage and plan network resources.
Technologies Applied: Business Objects Web Intelligence, Universe Design.