ITSM Applied in the Telstra Organisation

Learn about the implementation of IT Service Management (ITSM) in the Telstra organisation and its impact on service delivery and operations. Explore the challenges faced, stages of ITIL service lifecycle, and the benefits realized. Discover how Telstra transformed its IT functions to be more service-oriented.

ITSM APPLIED IN
THE TELSTRA
ORGANISATION

INTRODUCTION
 The company implemented the centralised IT service
management model that is based on the ITIL
framework
 In the past years, the confluence of the circumstances
has helped in the driving of the IT functions to be
increasingly service oriented for allowing the better
alignment with the objectives of the business of the
organisation
 The ITSM model presents the paradigm shift for the IT
functions as it helps in the deemphasising of the
management of the IT assets and it majorly focuses on
provision of the quality end-to-end services

DISCUSSION
 Telstra is the organisation that is known as the Telstra Corporation
Limited and it is the largest telecommunication company situated in
Australia who builds and operates the telecommunication networks
and also markets the voice, internet access, mobile, pay television
and the other products and the services (Telstra - Present - Our
company. 2019).
 In the early days of the organisation, there was no automation and
the centralisation of various services in the organisation. The
company has faced significant challenges since the 1990s from the
company Optus and numerous smaller providers.
 The company once retained the ownership of the fixed line telephone
network, and since the upgrade to National Broadband Network, the
government of Australia is presently owning the legal ownership of
the lines.

SERVICE STRATEGY
 Among the major initiatives that have come into the
existence, the foremost and the major approach is
the Transformation program that has the broad aim
of the movement of the company to the new service
oriented structure of the organisation
 As this ITIL framework is being implemented in the
organisation for the first time, the established
consultants and the vendors have been engaged
while the initial stages of ITIL implementation project
was underway
 The senior management of the company extensively
assigned the Manager of the Continuous
Improvement in the role of monitoring the complete
stages of the implementation

EARLY STAGES OF THE
COMPANY
 In the recent years of the company, the organisation
established the appropriate processes for the incident
management, the change management along with the
configuration management and the company was almost on
verge of the completion of the processes for the problem
management and the release management.
 Along with the achieving of the centralised service help desk
as well as all the processes into the service support, Telstra
had reached the significant milestones in the project of the
ITIL. Then the company shifted the attention towards the
service level management and the various other
complementary processes.
 As the section of the project governance, the customer
committee provided the name of the Operations board that
comprised of the senior customer representatives from the
both corporate and the service areas and it was established
for reviewing the performance of the Telstra and offer the
customer with the perspective on a proposed initiatives and
the alterations.

BREAKTHROUGH AFTER
CHALLENGES
 The Telstra company experienced the failures while the
implementation of the ITSM in the organisation twice and
this led to the hesitation among the senior management to
attempt the implementation once more
 The project of the implementation of the ITIL service
framework was conducted on the approach of the business
as usual to extent that schedule, the resources and the
expertise issues were not provided the required attention
 The initial decision of the integrating the ITSM and the
processes of the quality management system blurred main
attention of the project and it had been abandoned
 For the compounding of the problem, major effort for the
obtaining of the buy-in from all the staff using the
extensive consensus seeking provided the fact that the
counter productive as the new roles in restructured
organisation had not been resolved

IMPLEMENTATION OF THE VARIOUS
STAGES OF THE ITIL SERVICE LIFECYCLE
 The Information Technology Infrastructure Library is the
approach of the non-proprietary standard for the
management of the IT, which helps in the making of the
business sense of the tools, processes and the standards
 In the present times, the features such as the risk and the
security management, the infrastructure management, and
the application management had been added
 The phase service strategy of the service lifecycle offers the
guidance of the methods by which the designing, developing
and the implementation of the IT services management is
done.
 The organisation Telstra identified the target markets such
as the new region of Australia where the company could not
perform effective business due to the lack of the alignment
of the IT department with the operations of the business.

IMPLEMENTATION OF THE VARIOUS STAGES
OF THE ITIL SERVICE LIFECYCLE( CONTD…)
 This phase service design of service lifecycle offers the
guidance on the manner how the designing as well as
the developing the services and the IT Service
Management process, which would support all the
service strategies that are already developed
 The company Telstra designed the services of the
organisation that were intended by the organisation as
effective and efficient rather concisely. The major
services like the providing of the employees with the
efficient information was done effectively (Vilarinho &
da Silva, 2013).
 The IT professionals were provided with the required
information that were significantly beneficial for the
employees to manage all the queries of the customers

IMPLEMENTATION OF THE VARIOUS STAGES
OF THE ITIL SERVICE LIFECYCLE( CONTD…)
 This phase of the service lifecycle which is the service transition
educates the IT professionals as well as the business associates
regarding the management of the changes in precise manner (Talla &
Valverde, 2013)
 The senior management of the organisation were provided with the
required knowledge for allowing the proper providing of the effective
support for the change management in the organisation
 The effective involvement of the senior management in the project of
the ITSM in the organisation could also be observed as the issue of
the IT governance as this includes the leadership, processes and the
structures for ensuring the IT of the organisation sustains along with
the proper extension of the strategy of the organisation.

IMPLEMENTATION OF THE VARIOUS STAGES
OF THE ITIL SERVICE LIFECYCLE( CONTD…)
 The phase of the service operation of service lifecycle offers the
proper guidance on all the practical aspects of the daily
business operations.
 The main goal of the implementation of the ITSM is for IT
department for keeping the things executing smoothly,
efficiently, reliably as well as cost-effectively (Valverde, Saade &
Talla, 2014).
 The services operations majorly focusses on the offering of the
value to the both customer as well as the service provider.
 The company executed this phase with extensive precision and
the efficiently for ensuring the complete success of the phase.

REALISATION OF THE
BENEFITS With the implementation of the ITSM in the Telstra organisation,
several radical changes and the incremental changes in the working
of the organisation.
 Telstra corporation identified the requirement of the change of the
culture from the focus to the technology to the efficient focus on the
service. The culture in the Telstra organisation was significantly
difficult to achieve in midst of the organisation restructuring but when
all the senior staff had been appointed as the process owners, trained
as well as provided with the resources
 Even though there is the intuitive appeal in the ITIL, the extensive
investment in the ITIL needs the economic justification of the
advantages and up until now, there have been little research for the
quantification of the benefits that could be gained from the ITIL
implementation.

CONCLUSION
 ITSM denotes to all the activities that are directed by the policies,
structured and organised in the processes and the supporting
procedures, which are executed by any organisation for designing,
planning, delivering, operating, and the controlling of the information
technology services that are offered to the customers.
 the organisation gained significantly from the implementation of the
ITIL framework in the business process.
 Among the major initiatives that have come into the existence, the
foremost and the major approach is the Transformation program that
has the broad aim of the movement of the company to the new
service oriented structure of the organisation and the new mode of
the operation in the terms of the both governance and the
capabilities of the IT service delivery

REFERENCES
 Talla, M., & Valverde, R. (2013). An implementation of ITIL guidelines
for IT support process in a service organization. International Journal
of Information and Electronics Engineering, 3(3), 334-341.
 Telstra - Present - Our company. (2019). Retrieved from
https://www.telstra.com.au/aboutus/our-company/present
 Valverde, R., Saade, R. G., & Talla, M. (2014). ITIL-based IT service
support process reengineering. Intelligent Decision
Technologies, 8(2), 111-130.
 Vilarinho, S., & da Silva, M. M. (2013). Risk management model in
ITIL. In Sociotechnical Enterprise Information Systems Design and
Integration (pp. 207-214). IGI Global.