Case Study: O2 achieves award‑winning service for 25 million mobile customers with BMC Software's Remedy IT Service Management

UK telecom provider O2 delivers award-winning service to 25 million mobile customers with industry-leading service management

O2, a leading UK telecommunications provider serving 25 million mobile customers (and 6 million active O2 Wi‑Fi users), needed to maintain seamless, always‑on experiences and support rapid business innovation across a complex IT environment. To protect customer satisfaction and brand loyalty, O2 required a proven service‑management solution to transform its incident, problem, request, and change processes.

O2 implemented BMC Remedy IT Service Management to standardize and scale operations; the platform helps 3,500 employees across 1,000 locations manage 375,000 internal cases, 200,000 incident tickets and 100,000 change requests annually (with more than 85,000 transactions daily). The result: round‑the‑clock reliability that enabled an award‑winning, five‑star internal service desk, ongoing rollout of new services and support for programs like the UK Smart Metering Infrastructure covering 23 million devices.

O2

Paul Pattinson

Head of Service Management