ITSM Applied in the Telstra Organisation

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