Amdocs: Excellence in Business Impact

Customer

Amdocs is the market leader in customer experience systems innovation, enabling world-leading service providers to deliver an integrated, innovative and intentional customer experience™ at every point of service. Amdocs provides solutions that deliver customer experience excellence, combining the software, services and expertise to help its customers execute their strategies and achieve service, operational and financial excellence. A global company with revenue of $2.86 billion in fiscal 2009, Amdocs has approximately 17,000 employees, and serves customers in more than 60 countries around the world. For more information, visit Amdocs at www.amdocs.com.

Industry

Communications, media and entertainment service provider.

Challenge

The Amdocs IT organization supports the company's internal IT functions as well as the IT infrastructure used for outsourced technology services; quality performance of applications is a key requirement.

Solution

With operations supporting customers in over 60 countries, Amdocs needed an IT lifecycle management solution that could provide visibility and control in a complex, geographically distributed, heterogeneous, and interdependent environment.

Amdocs' IT organization implemented HP business service management (BSM) solutions including HP Business Availability Center, HP Operations Manager software, and HP Universal CMDB software, which contains more than seven million configuration items for the IT development environment alone. The BSM solution aggregates data from HP and third-party monitoring tools to improve efficiency and enable proactive management of the total customer experience.

HP Asset Manager software and HP Discovery and Dependency Mapping Inventory software were also implemented to support outsourced services.

In addition, the company uses HP Quality Center software, HP QuickTest Professional software, and HP LoadRunner software in its corporate Quality Center of Excellence. With these solutions, Amdocs automates testing and increases test coverage, thus improving application uptime and performance.

Together, the integrated HP software solutions bridge application development and IT operations, allowing Amdocs to streamline IT lifecycle management processes while gaining central visibility and control over multiple worldwide locations

Outcomes

• Accelerated testing cycles
• Increased uptime of R&D sites, yielding productivity gains and shorter development cycles
• Improved uptime for outsourced services
• Achieved more accurate tracking of service consumption

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