A tier 1 Eastern European Telco had made a significant investment in Tibco's iProcess suite. Working directly with Tibco professional services, Sciamus was engaged on a broad front to:
- Review the implementation to address particular operational issues.
- Recommend the best way to maximise the investment by making best use of the iProcess suite.
- Up skill the company's support staff, so that they were able to provide the highest level of service in terms of supporting the application.
Sciamus approached the engagement in an holistic way, specifically:
- Address immediate operational problems, and apply the necessary improvements.
- Review the overall approach to implementing the project, both technical and procedural, and recommending improvements to the overall change management process.
- Convene a series of hands-on technical workshops to enable the customer's internal support team to be able to provide a higher level of service to the customer's internal customer base.
The outcome has been:
- A step improvement in system availability and performance.
- Implementation of proactive system monitoring and process efficiency.
- Improvements in the ability of the support team to be able to ensure continuity of service.