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Telecom Industry

ITOM Implementation Success Story

How we revolutionized network operations management for a leading telecom provider serving as an Internet hub in the Middle East.

3,000+

Servers Managed

1,000+

Network Nodes

3,000+

Containers

30+

Application Services

Business Need

The client is one of the Internet hubs in the Middle East, providing connectivity to other telecommunications operators in the region. They had their customer's Network Devices monitored by different OEMs like Huawei, Versa, ManageEngine, Robustel, Cisco Meraki etc.

Key requirements included:

  • Centralized application to manage all events and alerts from customer network devices
  • Action events via Incidents/Cases for efficient resolution
  • On-premise installation for regulatory and security reasons
  • Integration with multiple third-party OEM monitoring systems
Challenge visualization
Solution visualization

Solution Approach

We implemented a comprehensive ITOM solution with ServiceNow to centralize network operations management and provide seamless integration with existing OEM systems.

  • Installed the ON Prem ServiceNow Instance with Load Balancers
  • Configured Mid servers with Load Balancer
  • Configured the platform using the best practices
  • Configured ITSM which includes Incident, Problem, Change and Request Management
  • Configured Customer Case Management to cater to end customer of the client
  • Configured ITOM which included Discovery, Alert and Event Management
  • Integrated with all third party OEM like Huawei, Versa, ManageEngine, Robustel, Cisco Meraki etc

Key Outcomes

Complete Device Discovery

Client was able to discover all the devices in the network and get all Device information from the customer networks.

100%

Network visibility achieved

Enhanced Customer Service

Client was able to serve their customers by actioning on alerts generated from the network devices via Incidents/Case.

Real-time

Alert management

Centralized Operations

Client's NOC team was able to receive all the alerts for different customer in a single console and raise Incident, Problem, Change and Requests.

Single

Unified console

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