Service Management Blog

BMC’s Applications Managed Service Helps Telcos Scale Business During Pandemic

2 minute read
DiAnna Huntsman

The COVID-19 pandemic has forced nearly all organizations to make changes to sustain their business and continue to grow amidst rapidly shifting public health restrictions. For some companies, the situation created new business opportunities, while others redesigned their offerings or expanded their capacity faster than they ever thought possible.

COVID-19’s Impact on Telco

According to a report published by PwC, pandemic related lockdowns and stay-at-home directives spurred enormous growth in global data consumption—30 percent between 2019 and 2020—a rate that is expected to continue growing. In the communications space, the rate was significantly higher, with some telecommunications companies (telcos) carrying up to 60 percent more data on their networks than they did before the pandemic.

A large global telco that BMC serves found itself struggling to address these new market demands alongside existing competitive concerns like the emergence of 5G. The company needed to rapidly scale its services to handle the heavy surge in data consumption across its customer base, which spanned corporate, industrial, and residential.

To manage the changes, the company chose to quickly expand its radio access network (RAN) footprint and established joint ventures to gain mileage from existing partner RAN sites. Setting up new equipment and maintaining it was a complex, expensive endeavor that required enormous coordination, and both approaches created severe stress on the telco’s employees, systems, operations, and many other supporting functions.

Part of the Telco Strategy for Success

The telco has been leveraging BMC’s Applications Managed Service (AMS) since 2018 to administer, govern, and manage its BMC Helix ITSM applications and operations. Through the ongoing partnership, the AMS team developed a thorough understanding of the telco’s systems, functions, and processes. To help the telco meet the surge in data consumption, the AMS team curated a highly effective, three-step approach to scaling the telco’s bandwidth capacity in a very short time, identifying ways to simplify, automate, and build flexibility across the BMC Helix ITSM systems.

BMC Approach Image4.1

The Results

By partnering with AMS, the company successfully increased its bandwidth capacity and built robust, volume-agnostic IT processes, which gave it a competitive edge. Here are some of the actions taken by AMS that delivered compelling results:

  • Scaling: Doubled the number of RAN sites in six to eight months
  • Efficiency: Reduced turnaround time in the change process by 60 percent
  • Quality: Simplified and optimized processes to reduce the ticket reopen rate to zero
  • Cost Savings: Achieved through ticket reduction and automation
  • Adoption: Simplified forms and self-help options to improve adoption rate and end-user experience metrics

Like this large telco, many BMC customers rely on our Applications Managed Service to manage the day-to-day operations of BMC solutions as well as application administration and support for customizations and other integrations. Our value-added services include application testing, bulk data loading, service catalog building and deployment, managing upgrades, and more.

To speak with someone about how BMC’s Applications Managed Service can help your organization, please fill out our form.

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About the author

DiAnna Huntsman

DiAnna Huntsman is the Area Vice President and Global Practice Lead for BMC’s Applications Managed Service (AMS). In this role, she is responsible for developing practice delivery strategies, methodologies, scoping, enablement, corporate alignment, and service offerings for both Helix and On-Premise AMS offerings.

DiAnna has over 30-years’ experience in operations as well as 17-years of global managed service and service delivery experience spanning the financial services and tech industries. Her primary expertise is leading managed services teams and building service delivery capabilities to achieve best-in-class service and enhanced performance. She has worked in most phases of the application lifecycle, from concept and requirements, to deployment and support, with emphasis in ongoing support and service.

Prior to BMC, DiAnna served as Principal and Global Services Delivery Manager for Microsoft’s Advertising Operations business and leading the Global Helpdesk supporting Microsoft’s Enterprise business processing platform. Earlier in her career, DiAnna spent 23 years in the Financial Services industry running credit card operations for Citibank and Toyota Financial Services. DiAnna holds a BS in Business Administration from the University of Phoenix and is currently pursuing her MBA for University of Phoenix. DiAnna is ITIL® Foundations 4 Certified, is a certified Six Sigma Blackbelt and Master Kaizen Coach.