Download They take care of the complete process, from initial

Case study / t-mobile
“They take care of the complete process, from
initial business consulting and advice to building, testing and implementation.”
Wouter van Bijsterveld
Manager BI, ERP, Corporate Systems
BMC Remedy
T-Mobile is one of the world’s biggest
suppliers of mobile communications technology and wireless broadband Internet
access. In 2008, T-Mobile generated 1.8
billion Euros in revenues, catering to more
than 5 million customers. The company
offers products and services to both business and consumer markets. T-Mobile’s
Incident Management is organised
around BMC’s Remedy suite, a system
that is used by Helpdesk operators to
store all user calls. Remedy, however,
also incorporates other tools, such as a
project management module. To manage the Remedy suite (build, expansion,
customisation), T-Mobile has hired ITSM
experts from Logicalis SMC.
20.000 tickets per month
T-Mobile’s Wouter van Bijsterveld, Manager BI, ERP and Corporate Systems (of
which the Remedy-suite is part), is very
happy with the work of the Logicalis SMC
delegation. “Our relationship with Logicalis SMC goes back a long way. They have
built the functionality of our BMC Remedy applications: a number of workflow
tools that support our internal processes.
Each month, we receive approximately
20.000 incident tickets. Even our Facility
Management and repair processes are
incorporated into Remedy; for instance,
when clients submit their mobile phones
for servicing at one of our T-Shops, an
entry will be made into our system.”
Complete process
Remedy is a well-oiled application, but
the market’s variability requires constant
tweaking. Van Bijsterveld: “Each time
our business requires system changes,
Logicalis SMC consultants are called
in to realise the necessary adaptations.
Management and development of BMC
Remedy is their responsibility. They take
care of the complete process, from initial
business consulting and advice to building, testing and implementation.”
Flexibility
To Van Bijsterveld, Logicalis SMC’s flexibility is a strong point. “We normally have
work for 1,8 fte, a requirement that is
filled by three Logicalis SMC employees.
However, when the situation calls for it,
Case study / t-mobile
they can adapt to a larger work load. To
us, this flexibility is one of the reasons not
to employ these people ourselves. On
top of that, the Logicalis SMC employees
are very knowledgeable in their field; they
receive constant training and regularly attend workshops to stay on top of things.
Of course, we also profit from Logicalis
SMC’s experiences at other organisations. This experience was, for instance,
of great help when T-Mobile up-graded to
a newer version of BMC Remedy.”
Pleasant co-operation
For the last two years, Van Bijsterveld
has been responsible for the allocation
of Logicalis SMC employees. In that
time, the relationship between T-Mobile
and Logicalis SMC has, on the whole,
remained fruitful: “We have had to do
some rate negotiation, but that has not
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stood in the way of a satisfactory collaboration.” The feeling is mutual; a fact that
was recently exemplified during a project
management meeting in Spain, where
both parties worked together in presenting a new BMC Remedy module. “The
relationship between T-Mobile and Logicalis SMC obviously goes beyond regular
collaborations”, Van Bijsterveld asserts.
He expects a further formalisation of
the contracts in the near future. “Currently, responsibility in the case of delays
and such lies completely with T-Mobile.
We are in the process of reviewing this
scheme. In the end, Logicalis SMC
supplies the complete Remedy servicing team, so it would be a logcal step to
assign responsibility to them. T-Mobile is
aiming at a long-time, steady relationship.
The same goes for Logicalis SMC.”