The client, one of the world’s largest telecommunications companies with over 329 million customers globally, faced significant challenges due to fragmented on-premises systems and a lack of real-time data visibility. These inefficiencies impacted operational agility, with service desk and IT teams struggling to access accurate data across various processes. Strict data sovereignty regulations required that data remain within local borders, adding complexity to their operations. Additionally, the client had over 100 critical integrations with independently managed systems, further complicating their IT environment and hindering seamless service delivery.
Overview
A leading European telecom provider faced operational inefficiencies due to fragmented on-premises systems and limited real-time data access. Tech Mahindra addressed these challenges by deploying containerized BMC Helix, enhancing process efficiency, data visibility, and ensuring compliance with stringent local data regulations.
Client Background & Challenges
Our Approach and Solution
Tech Mahindra leveraged the power of containerized BMC Helix Service Management, selected for its ability to meet data sovereignty requirements and scale with the client's growing needs. Key aspects of the solution included:
- Flexible Deployment: Containerized BMC Helix deployed across on-premises, private, or public clouds, ensuring full compliance with data sovereignty regulations.
- Scalable Infrastructure: The solution is designed to scale seamlessly with both the project phases and the provider’s future growth.
- Modern Integrations: Efficient integration with REST and web services supports the provider’s complex IT environment.
- High Availability: A resilient, high-performance platform designed for 24/7 operations.
- Tech Mahindra implemented four Kubernetes clusters on Amazon AWS to run BMC Helix, automating deployments using the BMC Helix deployment manager.
Business and Community Impact
- Successful Migration: The first wave of users and capabilities was migrated from legacy systems to BMC Helix, achieving a smooth transition.
- Core Capabilities: Implemented CMDB and asset management, forming the backbone of all subsequent platform capabilities.
- Service Management: Deployed incident, problem, change, and knowledge management, along with CMDB data ingestion and publishing interfaces.
- By deploying a containerized version of BMC Helix, Tech Mahindra ensured the project was delivered on time and within budget, meeting all regulatory and scalability requirements.