• service desk maturity model
• spesa operativa
• opex expenditure
• data storage
• Brasile
• azienda di telecomunicazioni
• ticket management process
• telecommunication company

This thesis is the result of a five-month stage, during the program Junior Consulting, organized by Consel. During this period, the candidate took part in a project about the Operating Expenditure reduction of the IT area of TIM Brasil, one of the biggest TLC companies in the Brazilian market. The work was entirely carried out in the Rio de Janeiro branch.
Since the increase of the Operating Expenditure is a physiological factor of TLC sector, our aim was the individuation of best practices to implement, so that they could generate economic benefits. In order to reach this goal, we firstly analyzed the IT expenditure, considered as the sum of OpEx and CapEx, and confronted it with fundamental drivers for the company’s business. We individuated two areas where we could intervene: the Ticket Management Process and the Data Storage. Both of them were examined through an in-depth AS-IS analysis, in collaboration with the process owners, in order to evaluate their maturity status. Subsequently, we suggested some improvement proposals. Finally, we estimated the economic savings and the not-economic benefits that out suggestions would generate.