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CASE STUDY

Tier-1 Telco: ITSM Modernization for Wholesale + Retail Operations

A tier-1 telco split its ITSM into wholesale and retail operations on ServiceNow with separate SLAs, shared CMDB, and unified change management.

May 9, 2026 · 2 min read · By admin
At a glance
84% CHANGE
Industry
Telecom
Topics
ITSM · Servicenow
Published
May 2026
Headline outcome
84% Wholesale-customer SLA breach rate down…

Measured outcomes

What this programme actually delivered.

84%

Wholesale-customer SLA breach rate down 84%

22

Retail-customer first-contact resolution up 22 points

200,000

Single CMDB across 200,000+ network assets

38%

Change-failure rate down 38% from pre-change CMDB-impact analysis

The challenge

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.

What we built

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.

Outcomes

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