1. Case study
MTS India improves infrastructure
and application management
HP management software reduces costs, improves staff productivity
and cuts downtime
Industry
Telecoms
Objective
Improve management of IT infrastructure and
applications to boost availability and cope with
business growth
Approach
Extensive vendor evaluation process to review top
suppliers in the relevant Gartner Magic Quadrant,
including demonstrations, visits to reference sites
and review of usage and expected benefits
IT matters
• Increased availability of CRM system and
other applications
• Boosted productivity, enabling IT team to cope
with growing demands of the business without
having to hire extra people
• Cut the mean time to resolve incidents by typically
70 to 80 percent
• Reduced number of critical incidents by 80 percent
Business matters
• Improved customer service, with downtime cut to
industry-leading levels
• Controlled expenditure as business expands,
saving 20 percent from application
management costs
• Accelerated response to business requests
“Proactive management of IT ecosystems of critical
applications has helped in higher availability of systems
resulting in improved CSAT and QoS and collateral savings.”
– Rajeev Batra, CIO, MTS India
Faster, more reliable and easier to manage
Telecoms operator MTS India has centralized application
and infrastructure management with a HP software solution.
This has improved application availability and accelerated
response to business requests - while reducing application
management costs by 20 percent.
2. Case study | MTS India
Challenge
Sistema Shyam TeleServices Ltd. (SSTL) is
a venture, involving equity participation by
Sistema Joint Stock Financial Corporation of
Russia (SISTEMA JSFC), the Russian Federation
and the Shyam Group of India. Sistema JSFC
is the majority shareholder in the company.
Approximately 2.5 percent equity stake is
held by the public.
With a strong focus on its “Data Centric; Voice
Enabled” strategy, SSTL is one of the fastest
growing telecom companies in the Indian
telecom market and is one of the top three
data service providers in the country. The
company provides telecom services under
the brand MTS to over 10 million wireless
subscribers including more than 1 million
High Speed Mobile Broadband customers in
over 450 towns across the country. MTS is
well recognized in India and worldwide for its
commitment to high quality and innovative
telecom solutions. MTS has recently been
ranked by Millward Brown as 82nd
most
valuable brand in the World.
Headquartered in Gurgaon, the company
has already invested over USD 3.6 billion
in expanding its telecom network across
the country.
“Our infrastructure has grown with more
servers, network devices and applications
being added, and this created a challenge of
how to manage everything,” says Rajeev Batra,
CIO at MTS India. “The business needs the
IT resources to be highly available, but they
must be managed efficiently with the optimum
use of our people.”
Solution
After an extensive review of competitive
vendors, MTS India selected network and
application management software from HP.
The solution includes HP Operations Manager i
(OMi), which provides a single console giving
an end-to-end view of MTS’ infrastructure,
including network servers and applications.
Seamless reporting is provided by
HP Performance Insight.
Previously, MTS had used separate tools for
each aspect of its infrastructure, including
manual tracking of service requests, a
manually-updated knowledge repository,
and individual tools that managed specific
devices. Now, HP software centrally manages
MTS’ entire infrastructure, which comprises
hardware and software from multiple vendors,
including servers, networking, databases
and applications.
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3. Case study | MTS India
There are around ten main applications,
which are accessed by almost 2,000
employees as well as around 300 staff at
partner companies. The most important role
of the software is to manage the end-user
experience by monitoring the end-to-end
performance of critical IT services. If anything
is not performing well, the HP software alerts
the operations support team who immediately
takes corrective measures to minimize
disruption to the business.
“The key challenges we had in this project
were the timeline and the available
resources,” says Mr. Rajeev Batra.
“Implementation was fast, and we were
able to see tangible benefits within the first
year – which is remarkably quick for this kind
of solution.”
Benefits
In telecom and wireless, the key applications
are in billing and customer relationship
management (CRM). MTS’ CRM application
is accessed by contact center agents and
its availability is critical – if there is any
disruption, then call handling time goes up
and customer service deteriorates.
“With the HP software, the CRM system’s
availability has improved substantially,”
says Mr. Batra. “This has cut the time to
handle customer enquiries and resulted in
substantial cost saving for our customer
management process.”
Another application is a web portal that allows
customers to top up their phone credit – any
outages with this system mean lost revenue
for MTS. The HP software has enabled MTS
to reduce the downtime further, so that the
systems are now available at industry best
levels. The mean time to resolve incidents
has improved significantly due to the
software’s proactive monitoring. For most
of the applications, it has improved by
50 to 80 percent. The number of critical
incidents has also dropped by 80 percent
due to the HP software.
The response time to business requests has
reduced significantly. MTS now has a process
in place with the HP software that enables
monitoring and reporting of this information
daily. MTS management can also see the
performance of the IT systems on an online
portal. The HP solution has enabled MTS
to support more applications with the
same team, so controlling costs as the
business grows.
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