Case study

MTS India improves infrastructure and application managementHP management software reduces costs, improves staff productivity and cuts downtime

IndustryTelecoms

ObjectiveImprove management of IT infrastructure and applications to boost availability and cope with business growth

ApproachExtensive vendor evaluation process to review top suppliers in the relevant Gartner Magic Quadrant, including demonstrations, visits to reference sites and review of usage and expected benefits

IT matters• Increased availability of CRM system and

other applications

• Boosted productivity, enabling IT team to cope with growing demands of the business without having to hire extra people

• Cut the mean time to resolve incidents by typically 70 to 80 percent

• Reduced number of critical incidents by 80 percent

Business matters• Improved customer service, with downtime cut to

industry-leading levels

• Controlled expenditure as business expands, saving 20 percent from application management costs

• Accelerated response to business requests

“Proactive management of IT ecosystems of critical applications has helped in higher availability of systems resulting in improved CSAT and QoS and collateral savings.” – Rajeev Batra, CIO, MTS India

Faster, more reliable and easier to manageTelecoms operator MTS India has centralized application and infrastructure management with a HP software solution. This has improved application availability and accelerated response to business requests - while reducing application management costs by 20 percent.

Case study | MTS India

Challenge Sistema Shyam TeleServices Ltd. (SSTL) is a venture, involving equity participation by Sistema Joint Stock Financial Corporation of Russia (SISTEMA JSFC), the Russian Federation and the Shyam Group of India. Sistema JSFC is the majority shareholder in the company. Approximately 2.5 percent equity stake is held by the public. With a strong focus on its “Data Centric; Voice Enabled” strategy, SSTL is one of the fastest growing telecom companies in the Indian telecom market and is one of the top three data service providers in the country. The company provides telecom services under the brand MTS to over 10 million wireless subscribers including more than 1 million High Speed Mobile Broadband customers in over 450 towns across the country. MTS is well recognized in India and worldwide for its commitment to high quality and innovative telecom solutions. MTS has recently been ranked by Millward Brown as 82nd most valuable brand in the World. Headquartered in Gurgaon, the company has already invested over USD 3.6 billion in expanding its telecom network across the country.

“Our infrastructure has grown with more servers, network devices and applications being added, and this created a challenge of how to manage everything,” says Rajeev Batra, CIO at MTS India. “The business needs the IT resources to be highly available, but they must be managed efficiently with the optimum use of our people.”

Solution After an extensive review of competitive vendors, MTS India selected network and application management software from HP. The solution includes HP Operations Manager i (OMi), which provides a single console giving an end-to-end view of MTS’ infrastructure, including network servers and applications. Seamless reporting is provided by HP Performance Insight. Previously, MTS had used separate tools for each aspect of its infrastructure, including manual tracking of service requests, a manually-updated knowledge repository, and individual tools that managed specific devices. Now, HP software centrally manages MTS’ entire infrastructure, which comprises hardware and software from multiple vendors, including servers, networking, databases and applications.

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Case study | MTS India

There are around ten main applications, which are accessed by almost 2,000 employees as well as around 300 staff at partner companies. The most important role of the software is to manage the end-user experience by monitoring the end-to-end performance of critical IT services. If anything is not performing well, the HP software alerts the operations support team who immediately takes corrective measures to minimize disruption to the business. “The key challenges we had in this project were the timeline and the available resources,” says Mr. Rajeev Batra. “Implementation was fast, and we were able to see tangible benefits within the first year – which is remarkably quick for this kind of solution.”

Benefits In telecom and wireless, the key applications are in billing and customer relationship management (CRM). MTS’ CRM application is accessed by contact center agents and its availability is critical – if there is any disruption, then call handling time goes up and customer service deteriorates.

“With the HP software, the CRM system’s availability has improved substantially,” says Mr. Batra. “This has cut the time to handle customer enquiries and resulted in substantial cost saving for our customer management process.” Another application is a web portal that allows customers to top up their phone credit – any outages with this system mean lost revenue for MTS. The HP software has enabled MTS to reduce the downtime further, so that the systems are now available at industry best levels. The mean time to resolve incidents has improved significantly due to the software’s proactive monitoring. For most of the applications, it has improved by 50 to 80 percent. The number of critical incidents has also dropped by 80 percent due to the HP software. The response time to business requests has reduced significantly. MTS now has a process in place with the HP software that enables monitoring and reporting of this information daily. MTS management can also see the performance of the IT systems on an online portal. The HP solution has enabled MTS to support more applications with the same team, so controlling costs as the business grows.

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Mr. Batra comments, “The cost to manage our applications is 20 percent lower due to the HP software than it would otherwise have been. We now have the same number of people supporting more end-users, with a much better response time.” This will include budgets, processes, project management and everything else – so the HP software will become a tool to manage the complete IT function.

“The performance and productivity of the IT team has improved. We now have the same number of people supporting more end-users, with a much better response time.” – Rajeev Batra, CIO, MTS India

Learn more at hp.com/go/crm

Customer solution at a glance

Software• HP Operations Manager i

• HP Network Node Manager i

• HP Asset Manager

• HP Network Automation

• HP Performance Insight

• HP Service Manager

• HP Business Availability Center

• HP Operations Manager

• HP Discovery and Dependency Mapping Advanced

• HP SPI for BlackBerry

• HP SPI for Oracle

• HP SPI for SQL

• HP SPI for WebSphere

• HP SPI for Active Directory

• HP SPI for Exchange

Case study | MTS India

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4AA4-6503ENW, August 2013