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Customer Success Story

From trouble-ticketing to modern Service Management


Cutting-edge technology is the life support of the Swiss telecommunications group, Swisscom. When its landline division decided to
upgrade its IT Service Platforms Operations department accordingly, a choice was made in favor of the de facto industry standard, the
IT Infrastructure Library (ITIL), and the entirely ITIL-based IT Service Management (ITSM) solution, assyst from Axios Systems.

The organization
www.swisscom.ch
Industry Sector: Swisscom is the leading telecommunications company in Switzerland with some 17,000 full-time
Telecommunications employees. It provides all of Switzerland with comprehensive services and products for mobile,
landline and IP (Internet Protocol) based speech and data communication. Five million mobile
customers, 3.7 million landline customers and more than 1.4 million broadband customers receive
The introduction of assyst services from Swisscom every day. Under the brand name Bluewin, Swisscom offers comprehensive
by Axios Systems has Internet and broadband services for the residential market. As the latest service offering, Swisscom
brought the following offers Internet-based television, radio and video services on-demand under the name of Bluewin TV
business benefits to for more than 65,000 customers.
Swisscom:
The Swisscom division Netz & IT (NIT) with almost 4,300 employees (including external), is one of
..ITIL-based IT Service the largest companies within the Swisscom group. NIT offers all net and IT services in a one-stop
Management in one shop and is responsible for IT platforms as well as landline and mobile structures. It plans, builds and
single solution maintains net infrastructure and sells its net and other services to resellers.

..Integrated and intuitive Two-hundred employees in the IT Service Platforms Operations department within Swisscom Netz &
process flows; solution IT act as the expert escalation point for support calls from customers regarding IT services, which are
support for transition being captured by the Swisscom Customer Care (CUC) department.
from process to process
The challenge
..Sarbanes-Oxley
compliant change
In order to guarantee the stability of the technical infrastructure and to deliver a continuously
recording
improving service to its one million plus broadband customers, the IT Service Platforms Operations
department introduced ITIL Service Support processes two years ago. To support the activities
..Improved information
resulting from these new processes, the department chose Axios Systems
flow and faster resolution
of support calls
and its ITSM solution, assyst.

..Enhanced trend analysis The background


and reporting capabilities
As in all service organizations, the IT Service Platforms Operations
..Open data model and team at Swisscom was under enormous pressure to justify
standard interfaces, performance and resources.
which enable easy
application integration It was difficult to accurately record service cost and
delivery. Furthermore, in some instances, entire
processes or relevant process documentation
was missing, or in disjointed,
6 8 CSS Swisscom US v1.0
individual modules.

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Customer Success Story
“As a partner, Axios
Systems has shown
competence and Swisscom decided to introduce systematic Service Management, which was accompanied by the
flexibility in this step-by-step introduction of the ITIL process framework.

project.”
The first two priorities were the compatibility of the change handling process in accordance with the
Sarbanes-Oxley Act requirements (a US law for organizational financial and accounting disclosure
Martin Blocher regulations) and the systematic collation of hardware and software asset information.
System Owner Therefore, the original solution specification was also focused on the Change and Asset &
Configuration Management functionalities of the short-listed software solutions.

assyst by Axios Systems impressed Swisscom not only with its functional fit with the stipulated
requirements, but also with its potential to ultimately deliver the entire spectrum of ITIL disciplines in
one integrated solution.

“As a partner, Axios Systems has shown competence and flexibility in this project. Axios Systems
is 100% focused on IT Service Management and has understood and delivered our special
requirements and wishes,” states Martin Blocher, System Owner at Swisscom.

ITIL step-by-step

The first ITIL disciplines implemented were Configuration Management and Change Management
in order to meet the company-wide deadline for compatibility with the Sarbanes-Oxley Act
requirements. A crucial component was the systematic auditability of all changes. With the help of
assyst Change Management, approximately 4,000 changes are now logged annually and reported
weekly with Crystal Reports.

Changes are divided into three categories:

• Category 0: one service affected and no impact to end customer


• Category 1: one service affected with impact to end customers
• Category 2: several services/systems affected; the Change Advisory Board,
structured according to ITIL, is called

These can now be analyzed more effectively than before with regards to their potential impact for IT
and the organization as a whole.

“A new awareness has come about in the organization with regards to how changes affect systems,
and all changes to the IT infrastructure are now being logged systematically,” Blocher says.

Incident Management was implemented as a second step to coincide with the launch of the product
Bluewin TV in the marketplace. The aim was to capture the support calls of the new TV customers
consistently until resolution was reached by the IT Service Platforms Operations.

A key component for Swisscom here was the fully-automated interface, which Axios developed with
Vantive, the CRM tool in use.

One thousand five-hundred employees in the CUC division deal with customer queries, which can
vary from a question regarding a mobile phone service to a question about subscriptions to an
unsuccessful change of an e-mail account. In the case of support calls reporting service disruption, a
number of supplier systems are in use. Around two percent of such calls are escalated as Incidents
every month to the teams within IT Service Platforms Operations.

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Customer Success Story

Due to its unique integration capability, assyst is the only system, with which an Incident can
automatically be created with a single button click from within Vantive. The data required is
automatically imported from Vantive. The incident is assigned by the interface to the correct
resolution group within IT Service Platforms Operations and populated with the correct service
information. CUC employees can view the Incident Status as well as all Incident details at any
given time, without having to open up the assyst application. The benefits, such as time saved
and improved customer service, were immediately obvious and have generated much positive
feedback from the CUC team.

The ability to logically connect events is regarded as particularly valuable. For example, in the
case of a serious disruption, a problem record is automatically created to establish the root cause
and all related calls can be linked to this record. The CUC employees can see the links as well as
the underlying problem record and therefore are able to give the customer status updates. After
the problem has been resolved by IT Service Delivery, all linked Incidents are marked. The CUC
employee informs the end customer and closes the Incident in Vantive, which in turn closes the
Incident in assyst.

Vantive Lookup – free Finance


CRM text search engine Repository

Switch
from lookup assyst Vantive Crystal Report
hit list to Interface Webserver “We learned ITIL through
event detail
the assyst solution.”

assyst
CMDB Password Change
Incidents, Changes, Problems, CIs, Services, & Reset Utility
Organization, Users, Suppliers, ...

“With the help of the


HR strongly ITIL-based
Repository
assyst assyst processes of assyst,
Web Client Windows Client
we can now show our
Office Home (RAS)
customers that we
employ Best Practice IT
MS Interaction between people
Terminal Server and application
Service Management
guidelines.”
The diagram depicts the connections and interactions between assyst and the various
applications such as the Vantive interface and the free text search engine Lookup.

“With the help of assyst Incident Management, we can now benchmark ourselves against
other organizational units, which are involved with products of Swisscom IT Service Platforms
“Axios is very customer-
Operations products. Another great advantage is the ability to use Incident Management with oriented – that is a very
minimal configuration effort, both in terms of process and application, for other products or important aspect for
services of the IT Service Platforms Operations,” Blocher reports. us. The contact and
cooperation begins and
Problem Management was introduced in a third phase across the organization, whereas Asset ends with the customer.
& Configuration Management was started in parallel from the outset with a comprehensive asset Axios has the same
audit project and was continuously updated and developed throughout. Finally, Service Level attitude. We feel in
Management and Release Management will be implemented next. good hands with Axios.”

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Customer Success Story

assyst is that we can establish links very easily, not only in the
“One of the biggest benefits in
“Another advantage
assyst data model, but also within the assyst application and work with them. This makes every
user’s work considerably easier,” Blocher says.
is the openness of
the software solution,
Further benefits which allows us
to integrate it very
In addition to the original Windows client, Swisscom also implemented the latest version of the easily.”
assyst Web client. The choice of system is up to each user. The overwhelming result was that, only
a few months after the introduction, 90% of the users had switched to the Web client. In particular, Martin Blocher
the users praise the improved user-friendliness with equal functionality. The user interface was System Owner
designed by Swisscom, in cooperation with Axios, to be ergonomic and therefore has high user
acceptance.

Furthermore, Axios Systems has developed a free text search engine following suggestions from
Swisscom. Topical search terms are entered into a Google-style interface and the required event can
be clicked on from a hit list and automatically opened in assyst. The functional architecture is based
on indexed data tables. The search for data objects is performed against the index, so that all event
information in entry fields, as well as free text fields and attachments can be completely searched.

“We could not live without this search engine anymore,” admits Blocher. “This functionality has
improved the acceptance of the application even further.”

The customer feedback was so convincing that the Axios product management team has included this
functionality into the next version of assyst as a standard feature.

Swisscom is very happy with the choice of Axios Systems and assyst. “We have gotten to know
Axios Systems as a dynamic and flexible organization that is accommodating to our special
requirements and wishes,” Blocher says. “Another advantage is the openness of the software
solution, which allows us to integrate it very easily.”

Blocher continues, “We have achieved a complete ITIL implementation in only 24 months and we
are very proud of that. assyst and Axios have helped us along the way, which was not always
easy. This solution, which is closely aligned to ITIL, allows a very precise mapping of processes and
their interdependencies. The experts at Axios have implemented our special requests with great
commitment.”

“Together we have achieved something both parties can be proud of,” says Blocher.

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