Measured outcomes
Wholesale-customer SLA breach rate down 84%
Retail-customer first-contact resolution up 22 points
Single CMDB across 200,000+ network assets
Change-failure rate down 38% from pre-change CMDB-impact analysis
A tier-1 telco served two very different customer types: wholesale (other carriers, MVNOs) and retail (consumer + SMB). The legacy single-queue ITSM treated both the same, leading to wholesale partners experiencing residential-grade response on commercial outages.
Two service-desk lanes in ServiceNow with distinct SLAs and routing logic, sharing a unified CMDB for the underlying network estate. Change management runs centrally so wholesale and retail get unified visibility into network changes that affect both.
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