HP Helps Telekom Serbia Transform Operations for Better User Experience
PALO ALTO, Calif. -- HP Enterprise Services today announced that Telekom Serbia has completed the first steps in a transformation of its operations and business support systems (OSS and BSS) that will increase agility, reduce costs and improve the customer experience.
As the leading provider of fixed, mobile and broadband services in Serbia and neighboring Balkan states, Telekom Serbia determined that better service-level management was essential to enhancing the customer experience, and, ultimately, maintaining its leadership in an increasingly competitive market.
To improve Telekom Serbia’s service-level management, HP Solutions Consulting Services, a global, communications industry-specific business consulting practice, helped the company transform OSS functions including service fulfillment (activation of new customers on the network) and service assurance (detection and resolution of network problems). HP also helped the company evaluate key BSS functions including billing and customer care systems.
HP provided two key deliverables that helped Telekom Serbia build a service-centric OSS-BSS environment that is flexible, standards-based and closely aligned with business objectives: a detailed transformation roadmap with a governance plan and a redesign of processes and organization for the network operations center (NOC).
“Telekom Serbia is committed to providing world-class service to its customers, and HP is a trusted partner in our ongoing effort,” said Milan Simic, chief information officer, Telekom Serbia. “HP’s industry expertise and consulting methodology provided us with an independent analysis that underpins our strategic OSS-BSS roadmap.”
Using a holistic approach, HP examined Telekom Serbia’s existing environment, including OSS-BSS architecture, processes, technologies and organization. Then, after evaluating the company’s business objectives, HP delivered a transformation roadmap that identified 30 initiatives and highlighted four of the most important.
Throughout the consulting engagement, HP Solutions Consulting Services applied its expertise in transformation management, operational excellence, and strategic and financial advisory. HP used HP COSMOS, a framework that provides a representation of interrelationships and interdependencies at all business levels. HP COSMOS incorporates industry standards and combines them with HP experience and best practices to streamline business integration.
“Telekom Serbia can achieve efficient operations and a better customer experience with the service-centric OSS-BSS blueprint provided by HP,” said Teresa Schlegelmann, worldwide managing principal, Solutions Consulting Services, HP Enterprise Services. “Our holistic approach helps operators transform all aspects of their business consistently, while minimizing disruptions.”
HP redesigns Telekom Serbia NOC processes
One of the first tasks in the OSS-BSS transformation roadmap focused on Telekom Serbia’s NOC, which is responsible for identifying and resolving performance problems that can affect network availability for customers.
Since the NOC is at the center of other related operations, Telekom Serbia saw that improving NOC processes would have a multiplier effect, improving operations in all the surrounding groups, such as service planning, provisioning, customer care, IT and core network.
HP, using HP COSMOS and a proven IT strategy and architecture methodology, redesigned nine NOC processes. Each was defined specifically in terms of business process industry standards, and was related to the Telekom Serbia business and operational environment. HP also recommended a new organizational structure for the NOC and defined specific roles and responsibilities to streamline process execution.
The new processes will enable the Telekom Serbia NOC to improve key operations, such as streamlining the path from problem to resolution, which can eliminate problems before they appear to customers.
More information is available at www.hp.com/go/SCS.
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