Company Overview

TalkTalk Group (TalkTalk) is a leading communications service provider (CSP) with a fiber broadband network that reaches 96 percent of the United Kingdom’s population. With a mission to deliver “fair connectivity for everyone,” the company serves four million homes and businesses with broadband, landline, and TV services. Consumer services are marketed through the TalkTalk brand. The organization also offers wholesale services to authorized resellers. As a business-to-business (B2B) provider of high-bandwidth services, TalkTalk’s extensive broadband infrastructure is critical across the United Kingdom.

The Opportunity

TalkTalk has been a BMC customer for 15 years, with a significant investment in Remedy, BMC’s legacy on-premises IT service management (ITSM) solution. As its customer base and broadband network expanded, TalkTalk found that maintaining its current solution posed several risks. Responsible for running critical business processes, Remedy was becoming more difficult and costly to keep current and protect from vulnerabilities. To de-risk and future proof its processes, reduce costs, and improve vulnerability management, TalkTalk wanted to migrate to a software-as-a-service (SaaS), cloud-hosted infrastructure.

The Solution

BMC Helix ITSM SaaS provided TalkTalk with the ability to run a large, nationwide telecommunications network across a scalable, multicloud solution that reduces risk and helps the company manage costs. The solution empowers TalkTalk’s teams to manage and maintain an enormous technical infrastructure, while improving the company’s ability to continuously serve its customers well.

TalkTalk and BMC formed unified project teams, with BMC experts working on every aspect of the migration and helping the TalkTalk teams evolve their customized processes and datasets from Remedy to the more agile, scalable BMC Helix platform.

The entire platform migration process, which included TalkTalk’s large number of customizations with Remedy, was completed in 18 weeks. When it was ready for use by the company’s 2,000 employees, the experience was seamless, with a simple URL redirect to the new system.

Business Results

Connectivity is critical for TalkTalk’s customers, and the incident management, change management, and problem management capabilities of BMC Helix ITSM have helped the company identify and resolve issues quickly to provide continuous, uninterrupted services to all of its customers.

TalkTalk is using BMC Helix ITSM to run and operate its essential support services, and the solution is processing over 250 technical changes every week to maintain business-critical technologies. With the help of the solution, TalkTalk has been able to:

• Enable self-service fulfillment of everyday IT requests
• Improve B2B service assurance
• Identify root cause of 90 percent of issues
• Proactively address issues before they affect the business
• Reduce the costs of manual, continuous vulnerability patching

Looking Ahead

TalkTalk is exploring the available enhancements to BMC Helix ITSM and is excited to bridge the gaps between its development and operations teams using the solution’s DevOps capabilities integrated with Microsoft Azure DevOps (ADO). The company has also begun using BMC Helix Discovery to better understand the interdependencies of its technology stack and further improve the experience of its internal and external customers.