Posted on
21 | 08 | 2006

HERMES SoftLab to deliver Incident & Problem Management solution to Telekom Slovenije

Ljubljana, 21 August 2006 – Telekom Slovenije signed a contract with HERMES SoftLab to implement a new incident and problem management solution, which will be based on BMC Remedy ARS and will replace the existing system.

Excellence in customer service and high quality of network services have become critical success factors for telecom operators, therefore the fast identification of network failures and efficient handling of customer complaints are essential to remain competitive. In order to increase quality of customer service and optimize the efficiency in network & service operations Telekom Slovenije has decided to adopt a new Incident & Problem Management solution based on BMC Remedy ARS which will be implemented by HERMES SoftLab. BMC Remedy is a world leading solution in the ITSM (IT Service Management) field.

The Implementation of the new solution will centralize incident & problem management for all market and service segments and enable automatic reporting of incidents from the core network management system. The solution will also provide planned system and services disconnection process support. In case of larger disconnections the solution will enable automatic notification of costumers.

The new solution assures a number of benefits such as the ability to speed up problem resolution cycle to reduce ‘time back to service’ and overall costs, prevent & reduce service disruptions through a proactive incident & problem management, as well as minimize the time until a response can be given to a customer complaint.

“We are very excited to have been selected by Telekom Slovenije to jointly implement this project. We are looking forward to starting working on the project and through that help Telekom Slovenije to achieve their goal of increasing quality of customer service and optimize problem management operations.” said Peter Testen, CEO and President of the Managing Board of HERMES SoftLab.

“This project is a step forward in our efforts to deliver reliable high quality services to our customers and to increase our efficiency. We have selected HERMES SoftLab because of the long experience they have in the telecom industry, their local presence and their focus to cover our needs,” said Željko Puljič, Member of the Management board of Telekom Slovenije.