Indian telecom operator BSNL has used an integrated solution — Infrastructure Management Suite (IMS) and ITILv3 based Ticketing Engine (Service Manager) – from EverestIMS Technologies to ensure service quality along with SLA management.
BSNL, the fourth largest telecom operator, earlier faced challenges in managing business IT network present across multiple locations in Madhya Pradesh (MP).
The BSNL network service link connectivity is spread across thousands of locations within the state through two of its clients, namely MP SWAN and MP High Court. Customers complain about disrupted services, interrupted connectivity and downtime – raised serious questions on the quality of services from BSNL.
Everest said its integrated solution assisted in improving BSNL’s customer experience and ensure superior service delivery. Everest’s multi-tenant capability, clubbed with an inbuilt Service Desk was perfect for BSNL’s criteria of implementation of the tool through a RIMS (Remote Infrastructure Managed Services) setup managed by a third party partner.
“EverestIMS’ solution gave us a one-stop platform. This solution has helped us rectify the problems and cut down on unnecessary recurring costs,” Mahesh Shukla, CGMT at BSNL (Bhopal) said.
BSNL said it has gained from a combination of proactive health and performance monitoring, simplified management and semi-automated decision-taking mechanism. BSNL is now able to take better-informed decisions for IT network and service management.
The new solution supports BSNL for network connectivity, automatic ticket logging, auto-alerting and escalation, self-discovering new devices and backing up device configuration, managing field engineers to meeting internal and vendor.
