Agile Methodology

Two-week sprints enabled flexible iterations, increased transparency, and improved communication, keeping teams aligned and focused during the transition.

Collaboration and Trust

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.

Technical Expertise

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.

On-the-Job Training

BMC’s hands-on training equipped internal teams with the skills needed to maintain
and optimise the Helix platform after go-live.

Key Outcomes

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:

“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

Name

Title / Job Role

The Solution

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 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

700

Team Members

20

Years of partnership

100

Team Members

12

Seamless Migrations

Overview

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.

This leading Dutch telecommunications company provides high-speed internet, mobile services, entertainment, and enterprise solutions to millions of customers across the
Netherlands.

Since the collaboration began in 2006, Tiberone, led by Managing Director Pieter Pieterse and the Netherlands IT team, has helped the telecom provider modernise its technology landscape. This includes the successful transition from the legacy BMC Remedy platform to the SaaS-based BMC Helix ITSM solution in 2024.

Major European Telecom Operator
A Modern Blueprint for ITSM Cloud Success

The Challenge

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.

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.

Automation Experts

Control-M Workload Automation

Orchestrate, automate, and manage complex application workflows across hybrid and multi-cloud environments—accelerating innovation while maintaining control and compliance.

Trusted IT Visibility

Discovery & CMDB

Discovery and CMDB provide the foundation for accurate IT visibility by automatically discovering infrastructure, applications, and dependencies across hybrid environments, and maintaining this data in a trusted configuration management database.

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