http://www.hcltech.com/telecom/overview ~ for more Telecom

4. HCL provides Guaranteed % of savings
on IT cost for a Tier 1 CSP in the UK
BACKGROUND
 Our client is a Tier–1 Global CSP in Europe and one of the world‟s largest providers of
communications solutions and services, operating in around 170 countries. It provides
local and long-distance phone service, internet, TV, home and business networked IT
services and other data services
 Today‟s Communication Service provider industry is hypercompetitive environment
where technology and transformed ways of conducting business plays a pivotal role in
helping the service providers to differentiate themselves from their competition. In order to
differentiate itself from the competition Tier 1 Global CSP decided to undergo a radical
transformation journey with the focus of becoming No1 customer centric company
CHALLENGES / OBJECTIVES
 Decreasing end customer experience levels
SNAPSHOT
 High operating costs due to a multi-vendor operating model  Vertical: Telecom
 Need for a strategic partner to help it achieve “First Time Right” processes  Service Areas: Voice ,Video, Data
 Paradigm shift from reactive resolution to proactive monitoring ,VoIP,IPTV,VPN
 Lack of total ownership to own and manage the application landscape  Technologies: Fixed Line,DSL,IP,WiFi/WiMax
 Frameworks: Resource Domain Management
(IT Computing, IT Application, Network ),
Resource Problem Management , TOηE

5. THE SOLUTION
HCL as the application custodian provided L2 support and several other services and solutions, including:
 Incident Management
 Problem Management
 Change Management
 Configuration Management
 Release Management
 Availability Management
 Capacity Management
 E2E monitoring
 Service Level Management
 HCL Tone solution [HCL Telecom team has an innovative Telecom Operations Efficiency Enhancer (TOηE) delivery
framework which has evolved out of our rich experience in supporting Tier 1 CSPs globally for over 3 decades ]
 Fast track transition using our eZmigrate framework
 Operational assessment to test readiness for support takeover
 Best Practices: Deployment taskforce, Continuous service improvement, Business transaction monitoring, Database
audit, eEnabler, and Red Phone
RESULTS / BENEFITS
 80% Reduction in Incidents - from 10800 in Mar‟08
 69% reduction in reactive incidents from Sep „09
 40% reduction in incident handling cycle time
 „Custodian approach‟ by taking E2E ownership of resolving issues by coordinating with different entities
 HCL is the first supplier to introduce 10 strategic initiatives like Continuous Service Improvement, etc

6. Hello, I’m from HCL! We work behind the scenes, helping our customers to shift paradigms and start revolutions. We use digital engineering to
build superhuman capabilities. We make sure that the rate of progress far exceeds the price. And right now, 88,000 of us bright sparks are busy
developing solutions for 500 customers in 31 countries across the world.
How can I help you?
www.hcltech.com