Comprehensive E2E ESM Solution for a Leading Telecom Provider in Oman
Case Study

Overview

A leading telecom provider in Oman, Oman Telecommunications Company (Omantel), faced significant challenges in managing its service management tools and processes. Tech Mahindra addressed these challenges by implementing a comprehensive ESM solution that integrated ITSM, Discovery, and monitoring tools to enhance the management of infrastructure and applications.

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Client Background & Challenges

Omantel, the first and largest telecommunications provider in Oman, serves over 3.2 million subscribers with a wide range of services, including mobile, fixed-line, and internet solutions. As a government-owned entity, it plays a key role in the country’s telecommunications landscape.

However, Omantel faced several challenges in its service management operations, including a lack of best practices for business-as-usual (BAU) support, which led to decreased customer satisfaction. The absence of a unified ticketing and monitoring solution, combined with inaccurate configuration data and a heavily customized environment, made it difficult to manage and optimize operations. Additionally, Omantel struggled with extended Mean Time to Repair (MTTR) and the lack of a dedicated NOC team, which hindered service efficiency and responsiveness.

Our Approach and Solution

Tech Mahindra implemented a complete Enterprise Service Management (ESM) solution for Omantel, leveraging Microfocus (now OpenText) tools for ITSM and ITOM. Our solution included:

  • Service Management: Comprehensive modules such as Incident Management, Problem Management, Change Management, Service Catalog, and Service Level Management (SLM).
  • Operation Bridge Suite: Tools like Ops Bridge Manager, SiteScope, and Server Automation for seamless integration and monitoring.
  • Network Operation Manager: Solutions for Network Node Management, Traffic SPI, and Network Automation to optimize performance.
  • Application Performance Management: Real-time monitoring with Business Process Monitor and Real User Monitor.
  • Discovery and Modelling: uCMDB for centralizing and managing configuration data to enhance decision-making and IT operations.

Our solution helped Omantel modernize its IT landscape by providing service management, monitoring, deployment, and configuration discovery services, consolidating multiple tools, reducing licensing costs, and providing 90% monitoring coverage with Microfocus tools.

Business and Community Impact

This comprehensive ESM solution transformed Omantel’s operations, reduced costs, and improved service delivery, contributing to better customer satisfaction and long-term business growth.

Service Management

  • Streamlined ITIL processes and standardized workflows, boosting operational efficiency.
  • Seamlessly integrated with over 20 third-party applications for enhanced collaboration.
  • Automated subscriber account adjustments for both active and inactive accounts.
  • Tailored SLA reports to meet specific business needs and performance metrics.

Service Assurance

  • Reduced operational costs through efficient inventory management and custom monitoring solutions.
  • Managed and optimized 75+ business applications and 28 service models.
  • Enabled real-time dashboards for service and system status visibility.
  • Facilitated cross-domain reporting with scheduled daily, weekly, and monthly updates.