Etisalat Egypt: Excellence in IT Transformation

Customer

Launched in May 2007, Etisalat Egypt introduced to the market a host of 3.5G services, such as video calling, mobile TV, mobile broadband internet and data services. With an array of competitive and innovative rate plans, Etisalat attracted one million subscribers within the first 50 days of operation. Today, the company has over 10 million subscribers. Etisalat Egypt earned the 2009 CommsMEA award for African Mobile Operator of the Year.

Industry

Communications, media and entertainment.

Challenge

To combat the forces of increasing competition and rapid technological change in the telecommunications industry, Etisalat Egypt aimed to transform their business through IT. Key objectives included:

• Enhancing customer care interactions by establishing service management and service level agreements for all customer call center requests.
• Building a consolidated environment for IT service management
• Implementing IT operations management for high availability of billing services
• Boosting application quality and performance by improving communication between the operations and development teams

Meeting these goals required an integrated management solution that could unite IT silos and bridge business disciplines.

Solution

Prior to its launch, Etisalat began implementing HP Business Technology Optimization (BTO) solutions across customer care, IT desktop support, quality assurance, data centre support, and the project management office.

HP Service Manager is integrated with Etisalat's subscriber database and empowers call center agents in the customer care department to manage more than one million tickets monthly. Offering full ITILv3 alignment, HP Service Manager also underpins the IT help desk, while the HP Service Catalog module enables end-user self service, giving employees fast, easy and cost-effective access to 300 services. HP Quality Center, HP Performance Center and HP Application Security Center deliver application lifecycle management.

For events management, Etisalat introduced HP Network Node Manager and HP Operations Manager, which together correlate events to speed root cause analysis.

Finally, HP Project and Portfolio Management Center, soon to be integrated with HP Service Manager, helps the firm consolidate and prioritize service requests from customers and the business. As a result, Etisalat IT is better able to deliver on its service-level commitments.

"The HP BTO portfolio adds value beyond its component parts. By providing integrated management across IT domains and business departments, the solution has improved efficiency and service quality, and helped us consolidate our leadership position in a fiercely competitive telecommunications market."
- Abdulla AlHammadi, director, IT Operation & Infrastructure

Outcomes

• Gained ability to execute 120 percent more changes without hiring additional staff
• Gained ability to handle more than one million incidents monthly
• Increased change success rate by 30 percent
• Expedited change approval cycle by 300 percent
• Reduced the number of failed changes by 70 percent using HP Universal CMDB
• Shortened request workflow cycle by 60 percent
• Cut problem resolution time by first line support by 30 percent
• Accelerated testing cycle by 50 percent, speeding time to market of applications
• Reduced defects by 50 percent

« Back to winners list