success stories

  Client: African Celco Service Provider
Type of service: Converged Services

The business challenge
The adoption of mobile phones has been nothing short of spectacular. There are reportedly 2.5 billion mobile phone users worldwide. Africa, in 1998, had fewer than four million mobiles on the continent; today, there are more than 500 million. In Ghana, almost 18 million people – close on 70% of the population – are mobile phone users.

This Celco is the market leader in the country's increasingly competitive mobile telecommunications industry. Like most of the category-leading brands, they are committed to innovation. Bringing new services to market faster than its competitors has served it well in the past.

Information technology is an area of constant change. What is cutting-edge today might be old news tomorrow. The increasingly competitive landscape prompted this Celco to revisit its internal IT service management strategy. The difficulty the company faced was the selection of infrastructure management tools that would support its future growth. They wanted to move away from systems that didn't relate well and knew that a tightly integrated suite of products would deliver enormous efficiency.

The solution
The Celco chose metaWEAVE to implement the BMC IT Service Management suite. Not only did the company recognise an immediate answer to its IT challenges, but also saw an opportunity to grow with its solution sets and with metaWEAVE as a solution provider.

In 2008, the Celco deployed the BMC Remedy IT Service Management suite which included five core applications: BMC Remedy Service Desk, BMC Remedy Asset Management, BMC Remedy Change Management, BMC Remedy Service Request Management and BMC Service Level Management. It also included the BMC Atrium Configuration Management Database (CMDB) to coordinate processes based on a single view of technology components.

During metaWEAVE's on-going relationship with the client, we have implemented numerous integrations and in-house modules to further enhance the client's IT and business solution.

The benefits
The Service Request management serves as a portal to all types of business requests. These include HR -, Customer related -, Network related and finally IT related requests. As a result of automating more and more business processes, turnaround time and productivity increased. A further improvement is the reporting and accountability on staff activities.

Various business requests happen via 2-way SMS integration. The system allows the user to reply to the text message and update or close requests on the BMC Remedy ITSM system.

Two way event monitoring integrations between MS SCOM and Solarwinds moved the event management from reactive to proactive and even to a preventative state.

The integration to MS SCCM to the BMC Atrium CMDB provides valuable asset and configuration information.

The metaWEAVE AD discovery module automatically updates employees into the BMC Remedy ITSM system, and keeps user permissions and details constantly in step with the Active Directoy. This reduces the amount of maintenance time required to support the system.

Key success factors
  • Even though the BMC ITSM suite is rolled out, this customer realised a wider business value from the toolset outside the IT domain.
  • The multitude of working integrations increases the value in terms of automation, reporting and ease of maintenance.
  • This tool has become a critical element of service delivery within the organisation.

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