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CASE STUDY

Global Telco: Network Operations Modernization on AIOps

A global telco modernized network operations with ServiceNow ITOM + AIOps. Mean time to repair down 56%; network engineers freed for higher-value work.

May 9, 2026 · 2 min read · By admin
At a glance
56% CHANGE
Industry
Telecom
Topics
ITOM · Network Operations
Published
May 2026
Headline outcome
56% MTTR: down 56%

Measured outcomes

What this programme actually delivered.

56%

MTTR: down 56%

70%

Network-engineer time on triage: 70% → 30%

-100

Top-100 alarm patterns: fully automated remediation

40,000

40,000 daily alarms handled with proportional team

The challenge

A global telco’s NOC handled 40,000+ alarms per day across the network. Network engineers spent 70%+ of time on alarm triage instead of network engineering.

What we built

ServiceNow ITOM with AIOps event correlation tuned for telco patterns. Custom enrichment from network-element managers. Automated remediation for top-100 known patterns. NOC-engineer-friendly UX.

Outcomes

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