Implementation of a mobile application at VimpelCom for 24/7 resolution of technical problems

Project goals

Since 2003 the Asteros Group has deployed a range of ITSM solutions based on the Remedy software platform for the cellular service operator VimpelCom (Beeline brand). Over the course of a few years, the Group’s consulting companies transformed the aggregated best practices into a standalone product.

Project description

During the first stage of the project, the Asteros team carried out a detailed analysis of requirements and designed the proposed interface for smartphones and tablet devices. After prototype development and pilot deployment, Asteros consultants gathered feedback form the technical support staff that will resolve the incidents through the application. Further implementation took only 3 months.

cross-platform programming language was used to develop the mobile application. This made it possible to meet all the requirements of both iOS and Android devices. To comply with the clients information security policies, a BMC Remedy authentication module was developed.

Incident data is delivered through secure channels using the latest data encryption technologies.

Project results

The solution helps the VimpelCom support engineers quickly and efficiently respond to problems in service delivery and complete the tickets entered by the clients employees, corporate clients, individual customers, and technical and service monitoring systems.

"Implementation of the application for remote incident resolution helped our technical specialists be more agile. Everything is very simple and user-friendly. The main effect of the project is the ability to see and connect to a solution anywhere at any time. I was amazed to see an employee on the Moscow metro fully engaged in his work process".

Anton Savvin, Head of Operations Support Department at VimpelCom

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