Bharti Airtel - Bharti- Integrated Service Management Automation

The Problem: The key business need for Bharti Airtel was to be able to provide customers a consistent view of One Airtel, regardless of their geographical location in the country, maintain quality of service delivery as a benchmark, and reduce operating costs. All this multi-dimensional hyper-growth led to creation of the largest backend IT infrastructure. These infrastructure components were being monitored using adhoc scripts which were manual and did not have the end to end visibility on the availability of business applications.

The Solution: Airtel along with IBM conceptualized the Service Management framework using the Tivoli suite, which helped them in addressing the needs of the business, and bridging the existing technology gaps. The monitoring of the infrastructure was deployed using ITM, ITCAM, ITNM. Alarms and Threshold were defined at application level and used for proactive monitoring.

The Result: This has helped in brining enormous amount of efficiency within operations. A productivity enhancement of 15% was achieved. With end to end service view available in TBSM, the benefits were realized in terms of faster resolution (reduced MTTR).