Service Management

For enterprises providing telecommunications services a highly performant error reporting system is mandatory. Updates and migrations to more performant versions, therefore, have to be carried out during running operation without interrupting the daily processes.

Our task as the company responsible for the project management for the improvement of the error reporting system „Support & Fault Management System (SFMS)“ which had been developed on the basis of BMC Remedy was to adjust the tool to the customers' requirements, and to improve the tool wherever possible. The organization and direction of regular Customer Service User Group Meetings helped us identify the customers' requirements.

In order to realize the requirements and ideas, we analyzed the input, followed by a detailed analysis of the existing processes. The results were integrated in the re-design and implementation of the revised international processes. We trained the users during and after the implementation phase in all 13 European countries involved so that all processes could continue to run without interruption.

After reaching the phase-out date, the error reporting system was migrated from Remedy SFMS (V5.x) to Remedy ITSM (V6.3)

As project management we were responsible for the smooth phase-out of the old system and the implementation of the new error reporting system. First, we analyzed the actual state of the existing processes and then developed and implemented solutions which could be used in all European branches. We trained the users during and after the implementation phase.

Within the scope of project management, we can offer you comprehensive know-how in the analysis of business processes, the conception and design of solutions ready to be used all over Europe, their implementation in Europe, and the co-ordination and management of personnel of various nationalities.

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