ITSM migration at Swisscom

Initial situation

What was the situation up to now?

Swisscom (Schweiz) AG introduced an IT Service Management solution based on BMC Remedy in the area of telecommunications infrastructure over 20 years ago. This system was continuously developed further by FROX AG and adapted to current requirements. As part of a harmonization of the various ITSM solutions, the system was to be transferred to Swisscom's new central BMC Remedy ITSM Suite.

Customer benefits

What has improved as a result of the solution?

Thanks to the merging of the IT Service Management systems, the working method for troubleshooting has been significantly simplified. Time-consuming media disruptions have been reduced through the use of different ITSM systems, and ITIL processes have been harmonized and optimized across multiple business areas and use cases. Swisscom benefits from an improved system landscape, lower hardware and licensing costs, and better maintainability and upgradeability of the new IT Service Management solution.

Benefits of migration and harmonization:

• Simplified, optimized troubleshooting
• Process harmonization across different business units
  • Internal IT, IT service provider, telecommunications
• Better upgradeability due to less customizing
• Reduction of operating and maintenance costs

Services

What services have we provided?

With our broad system know-how in the telecommunications ITSM environment, we were able to support Swisscom throughout the entire project lifecycle. After determining the scope of the project, around 300 requirements epics were refined in an agile approach according to SAFe and coordinated with surrounding systems and interface partners. These epics were prioritized, transferred into developer stories and implemented by interdisciplinary developer teams consisting of Swisscom and FROX employees. This procedure of epic definition, user story creation and implementation was carried out iteratively over several program increments and sprints and went live in several go-live waves.

Our tasks within the migration project:

• Requirements analysis and coordination with all business areas
• Cutting the solution to drive implementation according to agile way of working
  • Management and prioritization of the migration backlog
  • Creation and design of the implementation epics
• Coordination of multiple agile software teams in the role of the Product Owner
• Realization of user stories
  • Implementation
  • (Automated) testing
  • Documentation
• Ensuring a smooth go-live
  • Planning and implementation of the release weekends
  • Support in early life support and stabilization phase

Platforms & technology

Which platforms and technologies did we use?

• BMC Software

• Webservices

Topics/Modules

Which topics/modules does the solution include?

• IT Service Management
• Incident, Problem, Change
• CMDB
• Individuelle Applikationsentwicklung
• Integration

Industries

For which industry was the solution developed?

• Telecommunications