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Agile With The Swisscom Enterprise Service Management Tribe

Agile With The Swisscom Enterprise Service Management Tribe

How Swisscom uses agile working methods to shorten its release cycles and improve quality

«In cooperation with FROX AG, we were able to comprehensively improve ITSM and significantly accelerate organizational processes. We greatly appreciate the teamwork, the professional exchange and the intensive support of FROX and would like to thank them for their many years of cooperation in a spirit of partnership.»

Urs Bircher

Urs Bircher

Product Manager ESM

Ausgangslage Referenzen FROX AG

Initial situation

What was the situation up to now?

To better address the complexity of requirements as well as technological change, several development as well as operation teams of different ticketing applications at Swisscom (Switzerland) Ltd. were merged into one large Enterprise Service Management Tribe (ESM).


Kundennutzen Referenz FROX AG

Customer benefits

What has improved as a result of the solution?

ESM's customers benefited from the changed way of working in terms of delivery times and timeliness of requirements as well as technology. Under the old waterfall project methodology, four swisscom-wide, cross-system releases in the ALL-IP environment were coordinated and implemented each year. With the new approach, 12 managed releases now take place throughout the year.


Change through the agile way of working:

  • Higher number of releases: now 12 managed releases per year instead of 4 ALL-IP releases per year as before
  • Faster feedback: thanks to agile funnel management, immediate feedback regarding feasibility and rough scheduling
  • Shorter feature wait times: faster implementation based on user business value and derived priority
  • Faster process: Closing the time gap between entering requirements and starting development through iterative clarification of implementation details prior to effective implementation
Service FROX AG


What services have we provided?

FROX AG was allowed to support Tribe in various roles within the entire ESM during the establishment of the organization as well as over several years in the daily project business: as Product Owner (PO) and DevOps Engineer within the individual Scrum teams, across teams in architecture issues and in Virtual Product Management (VPM).


Our tasks within the ESM project:

  • Product Owner (PO)
    • Requirements analysis together with the requester and team
    • User story refinement
    • Planning and execution of agile ceremonies like PI-Plannings and Sprint-Plannings
  • DevOps Engineer
    • Implementation of user stories across the entire lifecylce
    • Operation and monitoring of the different applications
    • Design and implementation of an automated test framework
  • Virtual Product Management (VPM)
    • Committee with representatives from business, process owner, product management and architects
    • Architectural and process-related assessment of new feature requests
    • Refinement at Epic & Epic program level and prioritization for the product backlog
Technologie Integration FROX AG

Platforms & technology

Which platforms and technologies did we use?

  • BMC Software
  • Camunda
  • Java
  • Javascript
  • Webservices

Technologie Integration FROX AG


Which topics/modules does the solution include?

  • IT Service Management
  • Process Digitalization
    • CMDB
    • Incident, Problem, Change
    • Integration

Technologie Integration FROX AG


For which industry was the solution developed?

  • Telecommunications

Would you like some more information or advice?

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Kay Diederen

Kay Diederen

Senior Account Executive