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A transformational strategy has sharpened Telstra's customer focus. Getting there required a major overhaul, much of it involving IT systems and their top-to-bottom synchronization. Consolidation has been the overriding theme, cementing strategic large-scale outsourcing contracts and rationalizing hundreds of applications. On top, things are now simpler. Telstra took a similar approach to management "Underneath" using BMC Remedy IT Service Management to ensure that the customer-facing systems and services they support keep customers happy.
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