Driving Operational Excellence for a Major European Telecom
Operator

A Partnership Rooted in ITSM Excellence

The collaboration began in 2006 when Tiberone implemented Remedy ITSM for the  telecom operator. The success of this initial engagement established Tiberone as a  trusted long-term partner, ultimately supporting the organisation’s evolution from  Remedy to BMC Helix ITSM in 2024.

Over the years, Tiberone’s reputation for quality delivery and innovative ITSM solutions 

helped shape a strong strategic relationship that continues to grow.

The Challenge: Modernising ITSM Through Cloud Migration

In 2023, the telecom operator recognised the business need to transition its legacy on-premise Remedy environment to a modern, scalable BMC Helix cloud platform. While 

the benefits of cloud ITSM, improved reliability, security, and flexibility, were clear, initial concerns about disruption and migration complexity caused hesitation.

Close collaboration between the telecom operator’s architecture team, BMC, and 

Tiberone ultimately aligned the project vision. With full administrative access granted by 

BMC, Tiberone was empowered to design a secure and bespoke migration approach. 

This alignment removed the remaining barriers to progress, enabling the project to 

formally begin in April 2023.

Execution: Agile Delivery and Unified Teams

At its peak, the cloud migration involved more than 700 contributors. Using Agile 

methodologies with two-week sprints, the joint teams ensured adaptability, clear 

communication, and reliable delivery throughout the programme. BMC provided 

targeted training to ensure that all teams understood and applied Agile frameworks 

effectively.

Key components of the migration included:

• Four development environments spanning development, testing, change, and production

• Upgrading SMART Reports to modern BMC Helix Dashboards

• A 12-hour cutover window, made possible through rigorous testing and multiple 

delta data migrations

This coordinated approach turned a highly complex ITSM transformation into a 

structured, predictable, and ultimately successful delivery.

Key Factors Behind the Success

1. Agile Methodology

Agile enabled the teams to break down the migration into clear, manageable increments, 

supporting rapid adaptation and continuous progress. 

2. Collaboration and Trust

Strong alignment and open communication between the operator’s architects, Tiberone, 

and BMC ensured early concerns were addressed and the project remained on track. 

Mutual trust was essential to navigating uncertainty and building confidence throughout the migration.

3. Deep Technical Expertise

Tiberone’s team, led by Pieter and senior developer Suresh, brought extensive 

experience with BMC Helix ITSM, JIRA, and cloud-based delivery practices. This technical 

grounding was crucial to executing a controlled, secure, and seamless migration.

4. Embedded Learning and Support

BMC’s hands-on training sessions ensured both teams were aligned, upskilled, and able 

to apply ITSM best practices at every stage of the project.

The Outcome

This large-scale ITSM cloud migration showcases what is possible when technical 

expertise, trust, and strong partnerships come together. After nearly 20 years of  collaboration, Tiberone continues to empower this major European telecom operator 

with innovative BMC Helix–powered solutions. With the upcoming integration of Helix 

GPT, the future of ITSM automation and AI-driven service excellence looks brighter than 

ever.

Tiberone remains committed to delivering transformative ITSM capabilities that help 

organisations across Europe achieve operational excellence, scalability, and long-term success.

Acknowledging the Tiberone Team

The success of this ITSM transformation was made possible by the expertise and 

dedication of the Tiberone Netherlands team:

• Jordy Heer – Object Owner

• Suresh Gothandaraman – Lead Developer

• Sherwin Russel – Senior Developer

• Bas Jennen – Architect and UAT Tester

• Dinesh Kumar – Developer

• Divyaa Russel – Developer and UAT Tester

• Sweetha Premnath – Developer and UAT Tester

• Krishna Varchagall – Developer

Their work, supported by BMC and the telecom operator’s architecture team, helped 

deliver one of the most seamless and efficient ITSM cloud migrations in the organisation’s history.