United Kingdom
Germany
Netherlands
Italy
Portugal
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Major European Telecom Operator
Seamless Migrations
12
Team Members
100
Years of partnership
20
Team Members
700
This leading Dutch telecommunications company provides high-speed internet, mobile services, entertainment, and enterprise solutions to millions of customers across the
Netherlands.
A long-standing partnership rooted in trust, innovation, and technical excellence, this major European telecom operator has worked hand in hand with Tiberone for nearly two decades to drive digital transformation.
Overview
Key challenges included ensuring robust security and compliance, minimising downtime during migration, and building a unified cloud-first IT operating model. The limitations of on-premise systems could no longer support the agility and scalability required for the future.
While the benefits of cloud flexibility and improved service delivery were clear, initial concerns around data migration, access control, and reliance on an external partner
presented real hurdles.
The telecom provider’s legacy Remedy ITSM platform had served the organisation well for many years, but evolving business demands made a shift to the cloud essential.
The Challenge
“Tiberone were instrumental in the success of our BMC Helix migration. Their deep technical expertise, proactive approach, and ability to work seamlessly with our internal teams made a complex project run smoothly from start to finish.”
IT Manager, Major Dutch Telecom Operator
IT Manager
Major Dutch Telecom Operator
The BMC Helix ITSM migration included:
• Four environments: development, testing, change, and production
• Multiple delta migrations to minimise downtime
• A coordinated cutover executed within a 12-hour window
• Full-stack upgrades across reporting, workflows, and dashboards
• A full Agile methodology with two-week sprints to streamline delivery and
collaboration
Key Highlights
• Migration executed across four environments using Agile sprints
• Full solution access enabled Tiberone to streamline delivery
• Multiple delta migrations reduced risk during cutover
• Consolidated end-to-end ITSM structure on BMC Helix
• Enhanced Smart Reports supported better operational clarity and business agility
To overcome these challenges, the telecom operator relied heavily on its long-standing relationship with Tiberone, working closely with Tiberone’s Netherlands team, BMC, and its in-house IT organisation.
The Solution
The ITSM cloud migration for this major European telecom operator was more than a technical upgrade, it was a transformative journey shaped by four key success factors:
Job Outcomes
BMC’s hands-on training equipped internal teams with the skills needed to maintain
and optimise the Helix platform after go-live.
On-the-Job Training
Led by Pieter, Tiberone brought deep product knowledge spanning Remedy, BMC Helix ITSM, and cloud-first SaaS architecture, critical to delivering a seamless and secure migration.
Technical Expertise
A decades-long partnership built on trust ensured issues were addressed quickly and
collaboratively, with Tiberone, BMC, and internal teams operating as a unified
organisation.
Collaboration and Trust
Two-week sprints enabled flexible iterations, increased transparency, and improved communication, keeping teams aligned and focused during the transition.
Agile Methodology
BMC’s hands-on training equipped internal teams with the skills needed to maintain
and optimise the Helix platform after go-live.
On-the-Job Training
Led by Pieter, Tiberone brought deep product knowledge spanning Remedy, BMC Helix ITSM, and cloud-first SaaS architecture, critical to delivering a seamless and secure migration.
Technical Expertise
A decades-long partnership built on trust ensured issues were addressed quickly and
collaboratively, with Tiberone, BMC, and internal teams operating as a unified
organisation.
Collaboration and Trust
Two-week sprints enabled flexible iterations, increased transparency, and improved communication, keeping teams aligned and focused during the transition.
Agile Methodology
Major Telecommunications Provider
The large telecommunications organization launched a strategic programme to modernize its Service Management and workflow automation capabilities. The objective was to move away from a fragmented landscape of ticketing and workflow tools towards a unified platform able to support scale, operational efficiency, and long-term digital transformation.