Post on 21-Dec-2021
Telkomsel is the largest Telecommunication company in Indonesia
Active subscribers(prepaid & postpaid)
169Millions
BTS with nation-wide coverage
220+Thousands
Connected devices to Telkomsel network
337+Millions
Payload data size processed / day
20+Petabytes
Prepaid recharge transactions / day
16+Millions
Digital channel transactions / day
3+Billions
Voice transactionrecords/day
182+Millions
SMS transactionrecords/day
175+Millions
Internet transaction records / day
12+Billions
Total internal employees
5443
Telk
om
sel in
Num
bers
MissionDeliver mobile digital services & solutions that exceed customer’s expectations, create value for our stakeholders, and support the economic development of the nation.
VisionBe a world class, trusted provider of digital lifestyle services & solutions.
Transformation becoming
DiCo (Digital Telco)
Company
Telkomsel IT Profile
Software Development Lifecyle based on ITIL framework,
adopting multi-speed development (waterfall & agile)
Incident Handling based on ITIL framework(couple with E2E SLA implementation )
Request Handling based on ITIL framework(focus on upscaling self service capability )
Information Technology Directorate443
permanent employees
700+outsource
employees to support operational &
administrative works
5000+products in
Product Catalog
206deployed
applications
1000+ change request per
month
14000+ Service Restoration ticket per
month
16000+ Service Request ticket
per month
Information Technology Directorate
Information Technology Directorate
IT Telkomsel is the enabler of Telkomsel Business and the driver of Technology Transformation across organization
443 permanent employees
700+outsource
employees to support operational &
administrative works
5000+products in
Product Catalog
206deployed
applications
1000+ change request per
month
14000+ Service Restoration ticket per
month
16000+ Service Request ticket
per month
Information Technology Directorate
Finance Directorate
Human Capital Management Directorate
Network Directorate
Sales Business Unit
Marketing Business Unit
Digital Business Unit
IT positioning as supporter of Telkomsel internal enterprise users
IT positioning as enabler of Telkomsel business & driver of technological transformation.
ITIL adoption in Telkomsel IT
Event Management
Incident Management
Problem Management
Request Fulfillment Mgmt
Service Improvement Mgmt
Financial Management
Demand Management
Service Level Management
Service Catalogue Management
Availability Management
Capacity Management
Supplier Management
IT Service Continuity Mgmt
Change Management
Release & Deployment Mgmt
Asset & Configuration Mgmt
Knowledge Management
Serv Validation & Testing Mgmt
Understanding current state can help with defining the strategy and roadmap tofinalizing execution. Thus, laying a strong foundation for digital transformation,followed by managing large scale transformations
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Current State Assessment
Vision & Target Statement
Implementation Strategy
Strengthen Foundation
2
Upscale Capability
Collaboration Transformation
Assessment & Strategy Foundational Capability setup Execution and optimization
The long-term vision for the organization is defined and the overall strategy is developed to supporttransformation
Strengthen the foundational for IT operational and upscaling system capability to enable support Digital Transformation while keeping tightly collaboration with the stakeholder
The applications that’s build focus to enhance customer satisfaction while optimizing cost and capabilities for strategic impact
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Internal Digitation
Optimizing customer journey
• ITIL Maturity Assessment for Existing Process• Gathering IT customer feedback• Define IT Transformation Strategy based on
corporate vision
• Capability Enhancement to support new digital initiative
• Implement new operating model such as Agile & Devops
• Compliance and Security Assessment Support
• Focus on initiative with great impact• Operational simplification execution through
digitation
IT Service Catalogue Revamp (from 2.3 to 3.0)
•Service definitions in Service Catalogue 2.3 lead to disagreements between IT units and business users. This condition make the service catalogue can not be used as a baseline for overall business needs•The services are still mixingbetween Technical Service and Business Service•The services did not fullysatisfy what Business User wants and needs•Current Service Catalogue does notalign with IT Monitoring & Reporting•The value of services is notperceived by IT and Business•The stakeholders of the service does not fully represent the correct role and responsibility on each services
IT Service Catalogue 2.3
Customer CentricMore Valuable &
TranparentMore Accurate
May be used as cost revenue classification
Help accelerate critical decision
making
Adequacy evidence to
support compliance
IT Service Catalogue 3.0
Easy to Use Multi ChannelE2E
Measurement
Paint Point
Improvement(laying as foundation)
Execution
Application Development model in IT
Application Development Management
Waterfall flow
Agile Methodology
Devops(Hybrid)
• Deliver Agility & Business Flexibility
• Create a dedicated Agile Playground
incubation Environment (Sandbox)
• Build separate process to support incubation/piloting
• Most mature software development process
in IT
• Provide assurance for compliance• Suitable for application with rarely change
• Applications must be highly scalable• Microservice architecture• Accelerate End to end integration automation
from Plan and decision –CI/CD and Testing (+security). Today CICDCT (not include security)
Improve internal productivitywith Process Automation
Why RPA(Robot Process Automation) ?
Software solution that simulates virtual employee.
Interacts with applications as human, but faster, more consistent and better efficiency.
Focused for stable, mature, optimized, rules-based, repetitive, and usually high volume.
Don’t need major changes on target applications, speed up implementation.
#1 Supplier Invoice Handling
Receiving of invoices, Contract and data verifications, System input, Communication handling
Potential Use-Cases
#2 Monthly Closing Report
Scan list of spreadsheet, Number calculations, System reads/input, Communication handling
#3 B2B Services Provisioning
Scan customer order, Order and contract validation, System input, Communication handling
Workload Automation
Self Service execution and reporting
Compliance Requirement/Frequent to be audited
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Customer Care Digital Lifestyle Internal Corporate
IT Core
Enablers
Virtual Assistant
MyGrapari
MyTelkomselRevamped mobile application for
customer self-service, including
quota checking, product activation.
Walk-in Self-Service channels for
various customer requests, incl.
USIM 4G simcard replacement.
Automated chatbot via instant
messaging for product information,
activation, profile checking.
MaxStreamOne-stop mobile video platform
featuring thousands of movies and
TV shows from various content
provider, with wide range offers of
attractive data packages.
Dunia GamesOnline video gaming platform with
updated contents and news, online
community, and e-Sports platform.
MoanaOne-stop integrated mobile
application for various internal
Corporate needs, including :
• GPS-based attendance
• Forms (leave, benefit, etc)
• Electronic documents
• News and information
Digital Core
Integrated ESB, API Gateway, Micro
services, Product Catalogue
Business Intelligence
Big Data and Analytics Engine with
Real-Time/High-Volume processing
Online Billing/Charging
High Performance billing/charging
system to handle 169+ subscribers
Container/Virtualization
On-demand Container-based
resources provisioning
Telkomsel leverage Information Technology to provide the bestCustomer Experience, while also enable Internal Digitization
Mobile Service DeskInternal mobile application
(Android and iOS) application to
facilitate its users (Enterprise
Telkomsel especially for IT) in a
self-service way for password,
reset, unlock user, monitoring,
reporting, etc.
Not only customer facing, Telkomsel is also setting focus inInternal Digitization to to improve operational process efficiency
Improve Productivity by introducing faster and lean process; reducing human error
Cost Effective by opening opportunity of human resource reallocation; paperless
Improve employee satisfaction by providing one-stop solution; accessible anywhere
Introducing MOANA, a one-stop employee
self-service that enables employees in
interacting and obtaining services in
corporate functions, e.g.:
➢ Human Resource services
➢ IT services
➢ General Affair
➢ Corporate Communication
Key Features
Attendance
Chat
Training Plan
IT FormsMeeting Room
Corp News
HR Forms e-Nodin
Travel
Chat BotIT TicketsEmployee Info
IT for Business Transformation
SVOC & Persona
Through revamping billing & charging system
(TC), product cataloguing (DigiCore) and
Advance Reporting (BI 2.0)
Enable IFRS15
Produce inferred Persona, enable
KYC survey via MyApps and revamp
customer loyalty tier
Dunia Games
Web portal for news, eSport
tournament, provide Voucher Games
Store with various payment method
Location-based AdsExpansion in 38 sites allowing
national-wide coverage for
LBA
MSIGHT & Credit Scoring
Lead Generation for Financial
Institution & Loan Marketplace
for small credit line
Virtual Assistant
Producing 55+ Intents
and on-boarded 7 new
Digital Channels
MAXSTREAM
DigiPOS
MyGrapari
Moana & Lovina
MyTelkomselNew releases supporting
HVC tiering, Family Plan,
and various payment methods
Enable OTT playout (IFLIX, HBO
Go), Enable Adds
Provide web portal & mobile apps
for employee information system
Leverage customer
self-service to boost
4G SIMCard Replacement
Support B2B on pre-sales &
sales activities
SFA & CPQ
BRs Fulfilled
1200++
24Strategic Projects
CRs Released
1800++
Introducting reseller
channel for postpaid
co-band activation
DSC Corporate
Self-service portal for
Corporate PIC