Implementing Service Management at MTS Allstream If we knew then what we know now…. Lessons Learned

What’s our business? As an integrated national provider in Canada, our core businesses include: As an integrated national provider in Canada, our core businesses include: Enterprise Solutions Division Enterprise Solutions Division Operating under the Allstream brand nationally and under the MTS brand in Manitoba, the division is a leading competitor in national business and wholesale markets. The division offers customers a portfolio of solutions tailored to the needs of medium and large businesses – Internet protocol-based communications, Unified Communications, voice and data connectivity services. Operating under the Allstream brand nationally and under the MTS brand in Manitoba, the division is a leading competitor in national business and wholesale markets. The division offers customers a portfolio of solutions tailored to the needs of medium and large businesses – Internet protocol-based communications, Unified Communications, voice and data connectivity services. Consumer Markets Division Consumer Markets Division In Manitoba, we offer next generation wireless, high-speed Internet and data, digital television and wireline voice services under the MTS brand as well as security and alarm monitoring services through AAA Alarm Systems Ltd., a subsidiary of MTS which also operates in other western provinces. In Manitoba, we offer next generation wireless, high-speed Internet and data, digital television and wireline voice services under the MTS brand as well as security and alarm monitoring services through AAA Alarm Systems Ltd., a subsidiary of MTS which also operates in other western provinces.

Where did we come from? Pass through call centre – not Service Desk Pass through call centre – not Service Desk No documented processes No documented processes No tool to manage Incidents or Changes No tool to manage Incidents or Changes Focused on single business – Manitoba customers Focused on single business – Manitoba customers

Timeline Implement Service Management Industry Best Practices MTS acquires Allstream Consolidated Service Desk ITIL Processes rolled out to all IT Aug 2007 Feb 2005 Jun 2004 Oct 2003

Project Goals Prior to Allstream Prior to Allstream Introduce Service Management utilizing industry best practices, productivity tools and optimal staffing Introduce Service Management utilizing industry best practices, productivity tools and optimal staffing After Acquiring Allstream After Acquiring Allstream Consolidate Service Desk using centralized delivery model Consolidate Service Desk using centralized delivery model Reduce operating costs Reduce operating costs

2005 Project Objectives Implement Service Delivery model resulting in measured performance Implement Service Delivery model resulting in measured performance Meet or exceed current service levels Meet or exceed current service levels Eliminate outsourced Service Desk Eliminate outsourced Service Desk Measure grade of service Measure grade of service

What did we do? Introduce new tool Assyst, Incident, Problem, Change, and Configuration Management Introduce new tool Assyst, Incident, Problem, Change, and Configuration Management Processes rolled out to operations support teams only Processes rolled out to operations support teams only Introduce Incident Management and Assyst to users Introduce Incident Management and Assyst to users Roll out Change Management Roll out Change Management Processes rolled out to both operations support and application services teams (Allstream) Processes rolled out to both operations support and application services teams (Allstream)

How did we do it? Executive sponsored projects Executive sponsored projects Dedicated project teams Dedicated project teams Adopted ITIL – Service Management Adopted ITIL – Service Management ITIL Foundations Training ITIL Foundations Training Supporting Tools Supporting Tools

What were the results? Service Desk, Incident, Problem, Configuration, Release, Change Management, Service Level Management Service Desk, Incident, Problem, Configuration, Release, Change Management, Service Level Management Operations were primary users initially – all IT uses processes today Operations were primary users initially – all IT uses processes today Projects on time and budget Projects on time and budget

What would we do different? Phase in processes Phase in processes Measure before & after Measure before & after Knowledge base Knowledge base CMDB – depth & breadth CMDB – depth & breadth Staffing levels – match Services Staffing levels – match Services Categorization - KISS Categorization - KISS Incident used to record Changes Incident used to record Changes ITIL vs Operational requirements ITIL vs Operational requirements Management Reporting Management Reporting

Questions