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ITIL Case Study for Telco – Service Desk

A leading communication provider wants to implement a contact/call center with an ITIL compliant service desk as major ITSM tool for its customers. The service provider also wants to implement multiple service desk tools and processes associated with it. It will enhance the operational efficiency of the operator. For this process, the operator has contacted an IT company to implement an ITSM based Service  Management solution. This solution will streamline the processes of the telco and ultimately increase the customer experience.


Business Goal:

With the help of the service desk the telco will be trying to address the long term business and technical needs The company will achieve the economies of scale for its customers Significantly reduce the time to resolve an issue and increase the customer satisfaction Minimize the capital expenditure for it enterprise and business customers Able to handle more number of requests Scalable solution if the number of customers increases in future Automatic recording of incidents and its solutions which will act as a repository of solution for future reference



The telco needed a service desk solution to meet the emerging need of the customers. The company wants a very robust service desk tool to function within the ITIL framework.

The IT service provider has implemented a BMC Remedy ITSM tool which can be customized as per the need of the telco. This tool was selected as it allows:  To separate customer configuration data and the transaction data   Support the ITIL Processes  It can meet the emerging need of the client  It can be customized as per the need of telco.

The telecom operator partnered with the II service provider to implement the service desk as well as the application development & maintenance. The IT service provider will help the operator in transforming the way services are offered to the customer by enabling IT service management tool across the organization.

To enable the proper and quick roll out of the IT service management tool the IT service provider took many activities:

  • Understood the As – Is (existing) process of the operator
  • Document the requirement from all the stakeholders and identified the gaps in the existing processes
  • Then the business requirements were translated into the functional requirement
  • Customized the tool as per the need of the operator
  • Ensured high availability and reliability
  • Identified the roles and owners
  • Implemented the service desk in a phased manner






-Prof. Yatin Jog

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