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CASE STUDY

Cable MSO: ITSM Modernization for Combined Cable + Wireless Operations

A cable MSO with mobile-virtual-network operations unified ITSM across cable + wireless service desks. Cross-product issue resolution dropped 56%.

May 9, 2026 · 2 min read · By admin
At a glance
56% CHANGE
Industry
Telecom
Topics
ITSM · Servicenow
Published
May 2026
Headline outcome
56% Cross-product resolution: down 56%

Measured outcomes

What this programme actually delivered.

56%

Cross-product resolution: down 56%

28

Cross-product first-call resolution: up 28 points

$4.2M

Service-desk consolidation savings: $4.2M annually

The challenge

A cable MSO’s addition of MVNO services created two service-desk silos. Customers experiencing issues across cable + mobile services hit two separate teams.

What we built

Unified ServiceNow ITSM covering both cable + mobile service desks. Cross-product correlation rules. Single customer view across both products.

Outcomes

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