Case Study IT Operations Management

Telekom Srbija Cloud services business takes off after deploying self-care cloud marketplace.

Overview The telco didn’t offer a way for customers Telekom Srbija offers fixed, mobile, and broad- to order cloud services online. The only band telecommunications services and has way for customers to order services was to more than 5 million active mobile custom- create, sign, and seal paper service request ers and 3 million fixed mobile customers in forms. Customers then had to wait lengthy Serbia. Using core Micro Focus Hybrid Cloud periods while the telco carried out the service At a Glance Management capabilities, it has expanded request. This cycle repeated every time a cus- ■ ■ Industry its business by offering customers a quick tomer wanted to modify, upgrade, or cancel a and straightforward way to purchase and cloud service. Telecommunications manage cloud services. It now offers cloud ■ ■ Location services in Serbia, Bosnia and Herzegovina, Another challenge was connecting a myriad Belgrade, Serbia and Montenegro. of back-end IT systems. As a company that ■ had operated for more than 15 years, Telekom ■ Challenge Srbija had legacy processes that were not Challenge Create a modern, self-care cloud marketplace, Telekom Srbija’s cloud services business was suited to the pace of cloud service delivery. enabling customers to buy and manage cloud slowed down by a cycle of paper forms and As a result, when a customer ordered a virtual services easily and quickly. machine, they would sometimes have to wait manual processes. ■ two days before they could use it. ■ Products and Services Hybrid Cloud Management “It was a tedious system. It could take days if it Data Center Automation “The Micro Focus solution has was a complicated request,” says Saša Đord- ■ ■ Critical Success Factors started new thinking in Telekom evic´, Telekom Srbija’s Section Manager for ++ Increased the number of active cloud service Digital Transformation and CX Design. Telekom Srbija about the speed at which instances services by 290 percent in one year we can offer services.” Srbija needed a simpler, faster, and more flex- ++ Reduced time to activate infrastructure-as-a- ible way to deliver cloud services. service, from two days to less than 20 minutes SAŠA ĐORĐEVIC´ ++ Delivered software-as-a-service applications within three minutes Section Manager, Digital Transformation Solution ++ Improved customers’ experiences, by providing and CX Design The telco used Micro Focus software to im- them with a self-care portal for modifying, Telekom Srbija plement a modern, self-care cloud market­ upgrading, and canceling services place. This allowed customers to manage and “Automation and orchestration have completely revolutionized the way we offer services to our customers.”

SAŠA ĐORĐEVIC´ Section Manager, Digital Transformation and CX Design Contact us at: Telekom Srbija www.microfocus.com

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procure infrastructure-as-a-service (IaaS) and Focus solution has started new thinking in and learn new skills. Not only are they work- software-as-a-service (Saas) easily and quickly. Telekom Srbija about the speed at which we ing more efficiently, but they have shown that can offer cloud solutions.” a streamlined, self-care cloud marketplace is Making this possible were core Micro Focus vital for a successful cloud business. “[The Hybrid Cloud Management (HCM) cloud ser- Telekom Srbija’s customers can also stop, start, HCM capabilities] have changed our thinking,” vice automation (CSA) and operations orches- or reconfigure cloud services immediately with- says Saša. “Automation and orchestration is a tration (OO) capabilities. out involving the telco’s cloud administrators. complete revolution.” “Automation and orchestration have completely Telekom Srbija cloud administrators gained revolutionized the way we offer solutions to our the ability to easily model and create cloud customers,” says Saša. services, with access to a rich library of out- of-the-box, multi-vendor cloud automation The telco will also use HCM capabilities to content. This allowed customers to order so- ­customize offerings for customers. For ex- lutions from the cloud marketplace with one ample, the company plans on using HCM click of a button. Future upgrades to HCM capabilities to automatically reward certain solutions will also enable customers to seam- customers, offer a customized solution cata- lessly modify and upgrade their services. log, and bundle services.

Telekom Srbija relied on the built-in orches- Telekom Srbija’s cloud business has grown trator to integrate a wide variety of processes, rapidly with the adoption of its self-care mar- from deploying services to recording transac- ketplace. The number of cloud service in- tions. It also used the orchestration engine to stances it activated for customers increased integrate IT systems. “The brain of everything by 290 percent in one year. is orchestration and cloud service automa- tion,” says Saša. Additionally, it used Micro During the same year, the number of Telekom Focus Data Center Automation (DCA) server Srbija BizMail webmail services grew by 316 automation capabilities for the deployment of percent. The company has also seen rapid virtual machines in the cloud. growth in the number of BizWebHosting shared web hosting, BizDisk cloud storage, Results and IaaS services. Telekom Srbija customers can buy and start using cloud services in a fraction of the time HCM capabilities have reduced the workload it took previously. For example, they can now of Telekom Srbija’s IT department, because start using a virtual machine within 20 minutes the department no longer needs to manually of purchasing one, instead of waiting two days. provision cloud services.

“Orchestration is the greatest thing since the As a result, administrators now have more time invention of the wheel,” says Saša. “The Micro to complete IT upgrades and maintenance,

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