Enhancing Customer Trust with TSA-compliant Service Operations at BT

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Challenges

  • Complex Security & Customer Needs: BT required a domain-separated architecture to serve secure customers while maintaining strict data boundaries.
  • Challenging CMDB Maintenance: Widely distributed telecom devices in public spaces made it difficult to track, update and manage assets within the CMDB.
  • Proactive Operations Gap: BT lacked the ability to detect, monitor and remediate incidents proactively before they impacted secure customers.

Solution Delivered

  • Domain-Separated TSOM & TSM: Deployed a secure, domain-separated model to serve customers with strict data boundaries.
  • Architecture & Advisory: Guided BT teams with design and scaling expertise for effective implementation.
  • Proactive Operations: Enabled event management, monitoring and remediation to resolve issues before they impacted customers.

Benefits & Outcomes

  • Enhanced Security & Segregation: Domain separation safeguarded sensitive customer segments with strict compliance, ensuring secure service delivery.
  • Stronger Telco Asset Governance: Improved CMDB management and monitoring provided better control of distributed telecom devices, reducing operational blind spots.
  • Proactive Incident Resolution: Greater visibility, monitoring and automated remediation enabled BT to address issues before they impacted customers, minimising disruption and strengthening trust.