CHALLENGELorem ipsum dolor sit amet, consectetur adipiscing elit. In id enim diam. Mauris imperdiet augue at consequat condimentum. Aliquam erat volutpat. Donec a ligula metus. Maecenas lobortis, dui a varius laoreet.

SOLUTION Lorem ipsum dolor sit amet, consectetur adipiscing elit. In id enim diam. Mauris imperdiet augue at consequat condimentum. Aliquam erat volutpat. Donec a ligula metus. Maecenas lobortis, dui a varius laoreet.

BENEFITLorem ipsum dolor sit amet, consectetur adipiscing elit. In id enim diam. Mauris imperdiet augue at consequat condimentum. Aliquam erat volutpat. Donec a ligula metus. Maecenas lobortis, dui a varius laoreet.

TigoUne Improves SLAs by 85 percent with CA Service Desk Manager

CUSTOMER SUCCESS STORY

CUSTOMER PROFILEIndustry: TelecommunicationsCompany: TigoUneEmployees: 3,100-plusRevenue: US$ 2.4 billion

BUSINESSTigoUne provides ICT services and solutions to more than nine million customers in Colombia.

CHALLENGETo accelerate and optimize service points in ICT, TigoUne established a Shared Services Center, which required a service management solution to centralize its approach and enable automation.

SOLUTIONCA Service Desk Manager provides TigoUne with an ITIL-aligned service management platform to monitor incidents and service requests. TigoUne has also streamlined critical functions using CA Process Automation.

BENEFITTigoUne can now provide more effi cient and cost-effective services to its user base of more than 7,000 employees. Service level agreements (SLA) have increased by 85 percent while ticket volumes have been reduced.

BusinessTelecommunications and entertainment services for homes and businesses in Colombia

ChallengeOptimizing IT services for more than 7,000 users

2 | CUSTOMER SUCCESS STORY: TIGOUNE

TigoUne is a Colombian telecommunications company owned by Millicom International that serves customers throughout the country.

Amongst the companies it owns, such as Colombia Móbil, Edatel and ETP, TigoUne caters to more than 70 per cent of towns and is found in 767 municipalities of 32 Colombian departments. It has international subsidiaries such as Cinco Telecom Corporation and Orbitel Comunicaciones Latinoamercanas to cater for the US market, Canada and Spain.

In August 2014, TigoUne came into being from the merger of Tigo Colombia and Une to offer a full range of ICT services, telephony and mobile and the best digital lifestyle solutions to customers, delivering high quality and innovative solutions to businesses and homes across the country.

To boost operational excellence and improve IT services to 7,000 employees and contractors, TigoUne needed to achieve a centralized service point. The single service desk solution needed to alleviate unnecessary ticket escalations to help improve productivity by and automate processes to cut service times.

Jorge Iván Gallego, IDC and Offi ce Department Engineer, comments, “In pursuit of operational excellence, a faster helpdesk solution would improve the effi ciency of service delivery and other support services implemented for our computer users at TigoUne.” The executive also notes that automating processes was an important factor to improve service times.

TigoUne’s Shared Services Center has become a single service point for users who need to report problems or incidents, or make service requests.

The center supports the company’s corporate and business applications, as well as providing basic and specialized support to IT workstation and hardware teams.

At the core of this centralized approach, TigoUne needed a tool to improve and strengthen the service it offers to computer users by streamlining receipt, escalation and control of tickets.

To maximise the capability of support services, the company wanted to provide its users with self-service options and remote access tools that would allow users to have technical assistance from anywhere in a timely and effective manner.

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TigoUne adopted CA Service Desk Management to advance its implementation of ITIL best practices, the solution having received accreditation from ITSM assessor Pink Elephant for 12 key processes.

The solution was implemented and customized with the aid of business partner MSL, a CA Technologies partner.

CA Service Desk Manager provides a single point of contact between users in the organization and IT and TT support teams, enabling the management and control of operational activities, from the moment a ticket is recorded until it is solved. Tickets can be registered by phone call, email, over the Internet, or as an event detected by a monitoring tool.

“We use CA Service Desk Manager to control the entire lifecycle of an incident – from its registration to its closure,” says Jaime Julian Rodriguez, IDC and Offi ce Department Engineer.

In March 2011, TigoUne deployed CA Process Automation, enabling the company to automate, simplify and improve a number of key support processes such as software distribution, provisioning of servers and execution of daily confi gurations at the datacenter.

“The CA Technologies solutions allow us to provide 14 ITIL® v3 disciplines in an easy and effective way,” says Martha Isabel Ramirez, IDC and Offi ce Department Engineer. “We have established service level agreements and a catalog of services that ensure a consistent user experience.”

Thanks to CA Business Intelligence, TigoUne can access reports that have been designed by the company according to the needs of each department.

All TigoUne employees and contractors have benefi ted from the implementation of CA Service Desk Manager, CA Service Catalog, and CA Process Automation. Jaime Ignacio Arango, IDC and Offi ce Director explains: “Our service level agreements have improved by 85 percent since the deployment of the solution, which means that we are able to solve problems and respond to requests in a more effi cient manner.”

The volume of tickets has also been reduced, since both employees and contractors can use self-service tools to access services that are provided in the catalog. With the automation of a number of support tasks, the company has achieved both cost savings and operational effi ciency. Jorge Ivan Gallego confi rms: “CA Service Desk Manager, CA Service Catalog, and CA Process Automation help us automate tasks that were previously manual.”

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Benefi tBetter service at lower costs

“ We use CA Service Desk Manager to control the entire lifecycle of an incident – from its registration until its closure.”Martha Isabel Ramirez, IDC and Office Department Engineer, TigoUne

3 | CUSTOMER SUCCESS STORY: TIGOUNE

Solution A reliable and responsive service

Automation and centralization of services have allowed TigoUne to:

• Improve operational effi ciency

• Increase staff and contractor productivity

• Improve quality of services to end consumers.

“Our users can now work better and faster as they are not required to wait for IT issues to be resolved,” states Gallego.

TigoUne has achieved a competitive advantage since management of technical tickets enables it to determine the number of customers and services affected by an infrastructure failure.

4 | CUSTOMER SUCCESS STORY: TIGOUNE

MSL provides integrated computing solutions in the fields of management, security, and infrastructure. To ensure the highest quality of offerings, the company has competent human resources, a mutually beneficial relationship with suppliers, knowledge of current and future needs of its customers, and has implemented a quality management system based on the ISO 9001 standard. MSL management is focused on achieving a high degree of customer satisfaction while generating confidence in the delivery of services.

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CA Technologies helps customers succeed in a future where every business – from apparel to energy – is being rewritten by software. With CA software at the center of their IT strategy, organizations can leverage the technology that changes the way we live – from the data center to the mobile device. Our software and solutions help our customers thrive in the new application economy by delivering the means to deploy monitor and secure their applications and infrastructure. To learn more about our customer success programs, visit ca.com/customer-success. For more information about CA Technologies go to ca.com.

Copyright © 2016 CA, Inc. All rights reserved. All marks used herein may belong to their respective companies. This document does not contain any warranties and is provided for informational purposes only. Any functionality descriptions may be unique to the customers depicted herein and actual product performance may vary.

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