Support & maintenance of Etisalat Infrastructure (HP - SUN - Cisco)
This project covered an advanced Technology: CISCO Call Center integrated with CISCO Call Manager and CISCO Unity.
This Complete Unified Communication Solution enabled the customer to align with the Business requirements of these days and thus better interacting with their customers and responding to their needs on time.
Orascom Algeria, One of the biggest operators in Africa was interested in a complete solution dir service management. Key challenges: Efficient IT team support and delivery, capability to automate business changes, centralized help desk over all the country
The proposed solution consists of different modules:
- ITIL Implementation: At different hierarchal levels starting from the support team till the executive levels. A total of 112 ITIL training were provided jointly with HP. A complete ITIL audit was performed for Key processes (Capacity planning, Incident management, CMDB … ), and on-going implementation of all defined processes and mapping into the BTO Suite.
- A complete implementation of Service Management solution based on HP Service Desk in order to provide a centralized help desk management, automate changes , and measure SLA. The IT teams counts about seventy administrators.
- Asset Management: A decentralized implementation of HP Change and configuration portfolio in charge of providing an accurate inventory, and software deployment thus providing a complete desktop/mobile provisioning system.
CIS consultants did provide implementation, customization and commissioning for the whole solution. A total of six training sessions were provided to Orascom on all the modules of the solution.
Vodafone is a leading Telecom operator in Ghana, acquired the local operator Ghanatel. The key challenge, after the acquisition, is to consolidate and control the infrastructure :
• Assure a high level of availability for the entire infrastructure.
• Operate pro-actively and reduce mean time to repair.
• Identify root cause of problems, and assist in impact analysis.
• Rely on automation tool to optimize the operation.
• Assure more efficiency due to resource skills lack
The solution is the result of the integration of different BTO components and a
complete set of training and knowledge transfer was provided for Vodafone team, so to operate the platform.
|
