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Copyright © 2014 HCL Technologies Limited | www.hcltech.com
Giarte Case Study: HCL runs
Belgacom’s business critical mobile
voice operations
Success factors for a mission critical function outsourcing relationship
2 Copyright © 2014 HCL Technologies Limited | www.hcltech.com
Client’s Dilemma: Business criticality demanding performance optimization versus outsourcing
enabled financial optimization
Focus on the needed operational results with increasing demand for quality in mobile voice
Performance Optimization: Consumers expect to be connected at all times, non
performance impacting the corporate brand
Number of ‘high priority incidents’ needed to be reduced to a minimum.
Financial optimization: Outsourcing mobile voice operations and the running of the associated
infrastructure
Detailed Giarte Case Study: Download on Slide 5
3 Copyright © 2014 HCL Technologies Limited | www.hcltech.com
Enter HCL’s ALT ASM: HCL’s Alternative approach to Application Support and Maintenance
An Alternative which challenges the status quo
To know the success factors in detail see slide 5
4 Copyright © 2014 HCL Technologies Limited | www.hcltech.com
ALT ASM in action: Client’s take on the reasons of the success of this relationship
Business Continuity Improvement through Root Cause Analysis and First Time Right approach
Maintaining transparency and visibility through right information flow
Creating trust: Success within the cooperation between Belgacom and HCL
Managing competencies instead of volumes: Broadening the skill set instead of adding new
Healthy and Flexible Relationship: Willing to incorporate changes in the relationship.
Download detailed case study on the next slide
5 Copyright © 2014 HCL Technologies Limited | www.hcltech.com
CLICK TO DOWNLOAD AND LEARN
Lessons to learn: How Belgacom and HCL share a mission to achieve success
To deliver operational results, many business processes are tightly connected to the IT infrastructure. The telecom
sector is an example where this is especially true. Without a well performing technology platform, the business of
telecommunication will come to a halt.
Acting as a partner does not come naturally; it is hard work for both supplier and outsourcer.Two Belgacom
managers, Kurt Smet (manager mobile voice operations) and Luc Cavents (domain manager mobile voice core),
were willing to explain what it takes to design a productive relationship that delivers a mission critical business
platform.
Outsourcing a business critical platform asks for a partnership approach and it works for both Belgacom and HCL..
What can organizations, large or small learn from this specific case?
Success Factors Outsourcing – Mission critical function outsourcing

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Success Factors Outsourcing – Mission critical function outsourcing

  • 1. Copyright © 2014 HCL Technologies Limited | www.hcltech.com Giarte Case Study: HCL runs Belgacom’s business critical mobile voice operations Success factors for a mission critical function outsourcing relationship
  • 2. 2 Copyright © 2014 HCL Technologies Limited | www.hcltech.com Client’s Dilemma: Business criticality demanding performance optimization versus outsourcing enabled financial optimization Focus on the needed operational results with increasing demand for quality in mobile voice Performance Optimization: Consumers expect to be connected at all times, non performance impacting the corporate brand Number of ‘high priority incidents’ needed to be reduced to a minimum. Financial optimization: Outsourcing mobile voice operations and the running of the associated infrastructure Detailed Giarte Case Study: Download on Slide 5
  • 3. 3 Copyright © 2014 HCL Technologies Limited | www.hcltech.com Enter HCL’s ALT ASM: HCL’s Alternative approach to Application Support and Maintenance An Alternative which challenges the status quo To know the success factors in detail see slide 5
  • 4. 4 Copyright © 2014 HCL Technologies Limited | www.hcltech.com ALT ASM in action: Client’s take on the reasons of the success of this relationship Business Continuity Improvement through Root Cause Analysis and First Time Right approach Maintaining transparency and visibility through right information flow Creating trust: Success within the cooperation between Belgacom and HCL Managing competencies instead of volumes: Broadening the skill set instead of adding new Healthy and Flexible Relationship: Willing to incorporate changes in the relationship. Download detailed case study on the next slide
  • 5. 5 Copyright © 2014 HCL Technologies Limited | www.hcltech.com CLICK TO DOWNLOAD AND LEARN Lessons to learn: How Belgacom and HCL share a mission to achieve success To deliver operational results, many business processes are tightly connected to the IT infrastructure. The telecom sector is an example where this is especially true. Without a well performing technology platform, the business of telecommunication will come to a halt. Acting as a partner does not come naturally; it is hard work for both supplier and outsourcer.Two Belgacom managers, Kurt Smet (manager mobile voice operations) and Luc Cavents (domain manager mobile voice core), were willing to explain what it takes to design a productive relationship that delivers a mission critical business platform. Outsourcing a business critical platform asks for a partnership approach and it works for both Belgacom and HCL.. What can organizations, large or small learn from this specific case?