As part of a broader infrastructure-sharing initiative, a major telco company entered into a long-term agreement with another major Australian telecommunications provider to expand regional mobile coverage and accelerate 5G rollout.
Under the arrangement, both parties are leveraging shared network infrastructure across a large geographic footprint, requiring tight operational alignment.
To support the shared infrastructure model, both companies needed a reliable and efficient way to manage service and incident tickets across their respective IT Service Management (ITSM) platforms. The company operates on BMC Helix, while the partner organisation uses two separate ITSM systems. The goal was to enable real-time ticket synchronisation to ensure rapid response, operational transparency, and improved collaboration between the two companies.
The Challenge
The project faced several significant challenges, all within an extremely compressed deadline:
- Cross-Company Coordination: Integrating workflows and aligning operational procedures between two separate organisations with different systems, processes, and governance models added a layer of complexity.
- System Incompatibility: The ITSM platforms in use were not inherently interoperable. Custom integrations and transformations were required to ensure seamless communication.
- Stakeholder Management: The project involved multiple stakeholder groups across both organisations, each with unique priorities and dependencies, including IT operations, security, network teams and vendor managers.
The Solution
To enable synchronisation between systems, the project leveraged BMC IPaas to facilitate a secure and reliable flow of ticket data between platforms, while ensuring compliance with each organisation’s standards and protocols.
Key features of the solution included:
- Real-time ticket exchange between multiple ITSM platforms
- Workflow customisation to reflect distinct internal processes
- Scalable architecture that can support additional integrations as needed
The collaboration between the major telco company and external integration specialists was critical to the successful and timely delivery of the solution.
Outcome
The project was delivered on time and within the six-month timeline; A significant achievement given the complexity of the task. With the integration now live, both organisations benefit from:
- Improved coordination and faster resolution of issues impacting shared infrastructure
- Greater visibility and traceability of tickets across organisational boundaries
- Reduction in manual work and communication delays
- A future-ready framework to support continued collaboration
Conclusion
This project demonstrates the power of effective collaboration, clear communication, and agile delivery. By connecting multiple ITSM systems across two major telecommunications providers, the company and its partner have laid the groundwork for more efficient operations and a stronger shared service model, all while delivering under tight deadlines and within a complex, multi-party environment.