BMC remedy action request system management at airtel

1. Submitted To : Prof. Supratik Ghatak
Submitted By : Shaan Mathur
PRN : 15020441229
Symbiosis Institute Of Management Studies
Study of BMC remedy Action Request System management
at Airtel

2. About the company
• Bharti Airtel Limited is a leading global telecommunications company with operations in 20 countries across Asia
and Africa. Headquartered in New Delhi, India, the company ranks amongst the top 4 mobile service providers
globally in terms of subscribers.
• In India, the company's product offerings include 2G, 3G and 4G wireless services, mobile commerce, fixed line
services, high speed DSL broadband, IPTV, DTH, enterprise services including national & international long
distance services

3. Process Need: BMC remedy Action Request System
management
• When Airtel started its operations the IT industry was still developing. The mode of communication within the
organization was through directly meeting each other
• Then as technology progressed the use of emails , telephones and mobiles came into use. This significantly
improved work efficiency by reducing the physical work required for flow of necessary information with in a
working organization
• However despite use of emails for formal communication there were still many problems which needed to be
overcome. The use of IT software here has created a revolution by making the process very simple.
• BMC remedy management action request system management is one such IT solution created by the famous
US based company BMC. Airtel employees benefit hugely by the use of this software.

4. Process advantages: BMC remedy Action Request
System management
• Its use
Although all formal communication with in Airtel happens through emails. For all operations and actions carried out
by Airtel employees for providing its services to customers ,BMC remedy ARS management acts as a common
platform with in the company. The following forms of communication are possible through its use:
For raising alarms and tickets related to any type of Airtel’s network problem
For billing related issueswhich are crucial for the company
For communicating customer complaints
For network security related issues

5. SOP:BMC remedy ARS working procedure
How it functions
1. An authorized user logins and raises the issue which needs to be resolved. It is called an incident.
2. He defines the severity of the incident.
3. He defines whom the incident must be sent to. This can be with in his department or to some other team or to
a particular person.
4. He defines the time in which the work needs to be completed based on its severity and importance.
5. Once the incident is validly created in the system a ticket is raised with an incident number and the incident is
sent to the person it was meant for.
6. The user can then check the status of the incident at all times till its completely resolved. It also shows which
team or department or person is working on it. This incident is also public but only the one to whom it is being
sent or someone authorized can modify or see it.
7. The ticket must be resolved or responded to as per time mentioned in it or else it reaches to higher authority
as per escalation the matrix.

6. SOP:BMC remedy ARS working procedure
Its work flow is as shown below:

7. How it affects the business
Advantages
• It greatly reduces the work of the employees as it reduces the pressure of continuous follow ups needed for tasks.
• It keeps everyone informed on the status of the task.
• Helps categorize work more systematically as work with highest priority with respect to resolution time and
severity of the task is completed first.
• Senior management can quickly intervene in cases which need highest importance.
• The person raising the ticket defines the kind of work, its properties and workflow.

8. Disadvantages/scope of improvements
• People still find a way to not complete a task which is by responding on incidents with comments like
incomplete information or some other problem and then sending it back or to some other department.
• Since performance of a department is also analyzed based on how many tickets were resolved as per their
SLA time. Team leaders also allow such practices as mentioned above.
• A person with incomplete knowledge on how to use the software ends up causing trouble for everyone
apart for himself.

9. Improvements made
• Initially BMC remedy ARS system was only used for creating incidents but now it is also for taking aprovals
,analyzing performance of teams ,analysis etc
• The authority and escalation matrix was continuously developed to ensure proper workflow.
• Bugs and patches are fixed to update the software and make it work more efficiently.

10. How an incident is raised in a system:

11. How incidents are shown in a system:
• Red means not completed in
time.
• Green means completed in time.