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PrioCom implemented BMC ITSM system in Ukrtelecom

March 18, 2013

PrioCom has successfully completed the first stage of BMC Remedy ITSM Suite implementation in Ukrtelecom – Ukrainian national telecommunication operator.

In the frames of the complex project PrioCom company has elaborated and implemented the key ITSM processes, including Management of incidents, tasks, service level. The company experts used ITIL and eTOM methodologies for processes elaboration. On the ground of elaborated processes PrioCom has implemented the BMC Remedy ITSM Suite and set up the system to meet Ukrtelecom requirements. The company also realized two-way integration with CRM-system, which allows contact-center to send the subscribers’ requests directly to technical department and to monitor their execution status. Besides, PrioCom also integrated the ITSM with monitoring system, and now due to it Ukrtelecom technical specialists can start to solve the incident before it is detected by a subscriber.

Now the ITSM system operates in all Ukrtelecom offices with over 3000 technical specialists. Due to the system implementation the management of incident elimination was centralized, which in its turn allowed to build up the unified scheme of company subdivisions interaction, to receive accurate data about the level of provided services.

BMC Remedy ITSM Suite has a built-in reporting system with the default reports, which promptly monitor the key efficiency indices of the processes. The indices are calculated according to the unified rules common for the whole company and provide comprehensive information for results analysis of subsidiaries work in time.

At the next stages of the project PrioCom will integrate the ITSM system with OSS-systems, self-service portal and will elaborate the specialized reports.

“The implementation of ITSM system allows to automate the process and resource management of subscribers’ technical support service, - said Yaroslav Tverdokhleb, the Head of development department and IT support of “Infrastructure development direction” of Ukrtelecom. – It will improve the quality of the provided services and increase the efficiency of Ukrtelecom company on the whole.”

“One should note, the Ukrtelecom management is highly interested in the company to provide high quality service and to increase subscriber loyalty level. To achieve this goal, the company implements the up-to-date process approach on the ground of information systems of leading vendors. Due to Ukrtelecom openness towards innovations and expertize, PrioCom was capable both to transform the processes and to implement the ITSM system successfully. We thank the project team for cooperation and readiness for complex work,” – said Alexey Slitenko, the Head of information system development direction of PrioCom.

Ukrtelecom Joint Strock Company (www.ukrtelecom.ua ) is the largest operator of fixed telephony in Ukraine, leader among Internet providers. The company provides services to about 10 million subscribers of fixed telephony, to over 1,5 million users of speed Internet “OGO”!.

Today, the company offers to the customers the such up-to-date telecom services as data transfer and virtual private networks building, videoconferencing and many others.

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