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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2

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