Implementing Implementing Service Service

Management at Management at MTS AllstreamMTS AllstreamIf we knew then what we If we knew then what we

know now….know now….

Lessons LearnedLessons Learned

What’s our business?What’s our business? As an integrated national provider in Canada, our core As an integrated national provider in Canada, our core

businesses include:businesses include:

Enterprise Solutions DivisionEnterprise Solutions Division Operating under the Allstream brand nationally and under the MTS Operating under the Allstream brand nationally and under the MTS

brand in Manitoba, the division is a leading competitor in national brand in Manitoba, the division is a leading competitor in national business and wholesale markets. The division offers customers a business and wholesale markets. The division offers customers a portfolio of solutions tailored to the needs of medium and large portfolio of solutions tailored to the needs of medium and large businesses – Internet protocol-based communications, Unified businesses – Internet protocol-based communications, Unified Communications, voice and data connectivity services.Communications, voice and data connectivity services.

              Consumer Markets DivisionConsumer Markets Division

In Manitoba, we offer next generation wireless, high-speed Internet In Manitoba, we offer next generation wireless, high-speed Internet and data, digital television and wireline voice services under the MTS and data, digital television and wireline voice services under the MTS brand as well as security and alarm monitoring services through AAA brand as well as security and alarm monitoring services through AAA Alarm Systems Ltd., a subsidiary of MTS which also operates in other Alarm Systems Ltd., a subsidiary of MTS which also operates in other western provinces.western provinces.

Where did we come Where did we come from?from?

Pass through call centre – not Pass through call centre – not Service DeskService Desk

No documented processesNo documented processes No tool to manage Incidents or No tool to manage Incidents or

ChangesChanges Focused on single business – Focused on single business –

Manitoba customersManitoba customers

TimelineTimeline

Implement Service Management Industry Best

Practices

MTS acquires Allstream

Consolidated Service Desk

ITIL Processes rolled out to all

IT

Aug 2007

Feb 2005

Jun 2004

Oct 2003

Project GoalsProject Goals

2003 - Prior to Allstream 2003 - Prior to Allstream Introduce Service Management utilizing Introduce Service Management utilizing

industry best practices, productivity industry best practices, productivity tools and optimal staffingtools and optimal staffing

2005 - After Acquiring Allstream 2005 - After Acquiring Allstream Consolidate Service Desk using Consolidate Service Desk using

centralized delivery model centralized delivery model Reduce operating costsReduce operating costs

2005 Project Objectives2005 Project Objectives

Implement Service Delivery model Implement Service Delivery model resulting in measured performanceresulting in measured performance

Meet or exceed current service Meet or exceed current service levelslevels

Eliminate outsourced Service Desk Eliminate outsourced Service Desk Measure grade of serviceMeasure grade of service

What did we do?What did we do?

20032003 Introduce new tool Assyst, Incident, Problem, Introduce new tool Assyst, Incident, Problem,

Change, and Configuration ManagementChange, and Configuration Management Processes rolled out to operations support teams Processes rolled out to operations support teams

onlyonly 20052005

Introduce Incident Management and Assyst to Introduce Incident Management and Assyst to usersusers

Roll out Change ManagementRoll out Change Management Processes rolled out to both operations support Processes rolled out to both operations support

and application services teams (Allstream)and application services teams (Allstream)

How did we do it?How did we do it?

Executive sponsored projectsExecutive sponsored projects Dedicated project teamsDedicated project teams Adopted ITIL – Service ManagementAdopted ITIL – Service Management ITIL Foundations TrainingITIL Foundations Training Supporting ToolsSupporting Tools

What were the results?What were the results?

Service Desk, Incident, Problem, Service Desk, Incident, Problem, Configuration, Release, Change Configuration, Release, Change Management, Service Level Management, Service Level ManagementManagement

Operations were primary users Operations were primary users initially – all IT uses processes todayinitially – all IT uses processes today

Projects on time and budgetProjects on time and budget

What would we do What would we do different?different?

Phase in processesPhase in processes Measure before & afterMeasure before & after Knowledge baseKnowledge base CMDB – depth & breadthCMDB – depth & breadth Staffing levels – match ServicesStaffing levels – match Services Categorization - KISSCategorization - KISS Incident used to record ChangesIncident used to record Changes ITIL vs Operational requirementsITIL vs Operational requirements Management ReportingManagement Reporting

QuestionsQuestions