A multinational telecommunications company in Europe standardized on BMC’s Helix Chatbot to serve over 120,000 employees across all divisions with self-help articles and catalog items and support AI-based automated resolutions.
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Enterprises that excel at DevOps have a higher probability of succeeding with AI-based IT Service Management and Operations Management initiatives, according to Gartner and also reflected in the achievements of this telecom company, which are a good example of what BMC describes as an Autonomous Digital Enterprise (ADE).
By combining DevOps expertise, a centralized knowledge base, the BMC Helix portfolio and Autonomous Digital Enterprise (ADE) framework to guide its AI strategy, the company reduces Mean Time To Resolution (MTTR) of service requests, leading to vastly improved response times for employees needing IT assistance.
This multinational telecommunications company’s success in adopting an AI-based approach to upgrading and consolidating its ITSM and ITOM strategy is an excellent case study of how a large-scale enterprise can succeed in transforming itself and elevate service operations management.
Lessons Learned in Telecom: Change IT’s Operating Model
AI-based insights are the catalyst IT needs to excel at serving internal customers and adapting to the fluid IT environment the pandemic continues to create. IT Service Management (ITSM) and Operations Management (ITOM) need to be part of a unified framework to support the virtual-first world of IT services today. AI and machine learning need to provide guardrails that keep operating models focused on how customers define success.
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