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Telefónica Movistar is a telecommunications enterprise in Mexico that has a national coverage with more than 93 thousand localities and 90 thousand highway kilometers. It is the second company in its industry with more presence in Mexico by user numbers and coverage.
Telefónica Movistar Mexico wanted to reduce its CAPEX in its IT area by replacing the use of the Remedy tool with another one less costly that covered the same operational needs.
This is why they reached Getecsa, to help them carry out the implementation of a GLPI tool, which is open source, for their ticketing service.
The GLPI tool is an ITSM that helps enterprises with the management of their information system. It is a database that allows the construction of the organization’s resource inventory and the management of administrative and financial tasks. This tool has different modules, including ticketing, inventory control, budgeting, projects, among others.
Implement a GLPI tool maintaining the same functionality Movistar had before, and migrate the ticketing module process from Remedy IT Service Management.
The migration was a six-month-long project. First, an initial analysis was carried out, where the actual processes in Remedy were mapped out and then compared with their counterparty in GLPI. From that moment, the migration started in phases, with this procedure being repeated with each of the processes they had before.
Once the first phase of migration was realized, the GLPI tool started its piloting phase, and the approach was repeated, module by module.
All of the operative fluxes that Movistar had before in Remedy were migrated and implemented in GLPI. Some in a native manner and others with developments or modifications to existing modules. Customizations made by Getecsa were key to maintaining the functionality of the operations that the company had previously.
Additionally, a GLPI with mobile access was executed so that users could, instead of raising a ticket in the GLPI page as they did in Remedy, do it through their mobile device, specifically on Android.
Because Getecsa implemented an open source tool, which has no licensing cost, a reduction of more than 3.5 million annual pesos was achieved for Movistar.
This migration was carried out without losing any functionality. Until this date, Telefónica still uses the GLPI tool with different modifications and customizations made by Getecsa for different modules.
Many enterprises have an administration with different tools that are complicated to manage. However, the GLPI tool has the advantage of being versatile and fast to implement. It is an excellent option to change and have an economic and better database management.
In Getecsa, we help you identify what type of tool is adequate for your needs. Contact us if you want a free proof of concept or to learn more about our services.
