Company Overview
TPG Telecom is the second-largest telecommunications company listed on the Australian Securities Exchange and a leading provider of mobile and fixed communication services for consumers and businesses.
Challenge
When TPG Telecom and Vodafone Hutchison Australia merged, the company's IT, mobile, and fixed network departments used different technology platforms for their business service management. To improve efficiency and save on costs, the CTO office initiated the concept known as “OneTech” to unify all its technology domains. That resulted in BMC Helix being selected as the one enterprise service management (ESM) platform to be used across all parts of the company, including the IT, mobile, and fixed network departments.
The Solution
This unification on BMC Helix enabled new business processes and allowed mobile and fixed network teams to share information, collaborate more effectively with IT, and expedite incident resolution. This was not possible in the past when teams used several different systems for service and incident management. Effective collaboration between teams and faster incident resolution have also contributed to a better quality of service while minimizing risk for TPG Telecom customers.
The TPG Telecom network teams created powerful BMC Helix dashboards and unified tickets, resulting in improved efficiency across the organizations. The executive team was impressed with common reporting and processes across fixed, mobile, and IT teams. Because the incident tickets were all unified, this helped the focus on ticket resolution and eliminated intersystem ticket handoffs between departments. The TPG Telecom technology teams also praised the flexibility of BMC Helix during the transition times because of easy integration with Jira (a system still being used by customer areas outside of OneTech) through a BMC Helix API. The BMC Helix SaaS platform provided additional benefits by removing complex on-premises lifecycle events and increasing disaster recovery availability of the service management platform.
This project enabled TPG Telecom’s Public Cloud Services team to use BMC Helix Digital Workplace as part of its DevOps toolchain to put in requirements and run scripts to provision the company’s Amazon Web Services (AWS) resources. A further realized benefit is that TPG Telecom network engineers have started to use BMC Helix as a key part of their private (on-premises), cloud-automated provisioning and configuration management database (CMDB) data collection, helping further facilitate the unification under the OneTech initiative.
Business Results
- Consolidation of multiple systems into a single enterprise-wide SaaS solution
- Established common ways of working across IT, fixed, and mobile operations and TPG Telecom's seven brands
- A single source of truth to improve service and network operations efficiency and the experience we deliver to our employees
- Reduced internal resource overhead and operating expenditure with a cloud-first deployment
“The BMC Helix platform allowed our mobile and fixed network, as well as IT teams, to collaborate more effectively, share common information, and resolve incidents quickly, something not commonly seen in other telcos.”
— Jeff Kernahan, Manager, OSS Platforms, TPG Telecom
“Our BMC Helix platform enables uniform processes for OneTech Service Management, thereby enhancing the efficiency across network operations teams. This is a result of the hard work and dedication of everyone on the team. I would like to express my gratitude to every team member (BMC and TPG) for their exceptional support, commitment, and invaluable feedback that participated in making this transition as smooth as possible.”
— Chris John Tsigros, General Manager Cloud Infrastructure and Network Services, TPG Telecom