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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 What can we do for your organisation Visit www.logicalissmc.com Call +31 (0)70 7990030 (NL) +44 (0)1753777200 (UK) E-mail [email protected] (NL) [email protected] (UK) 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.”