{"id":61289,"date":"2025-05-28T09:29:27","date_gmt":"2025-05-28T08:21:00","guid":{"rendered":"https:\/\/www.elixirr.com\/en-gb\/?post_type=case_study&#038;p=61289"},"modified":"2025-11-25T14:06:53","modified_gmt":"2025-11-25T14:06:53","slug":"global-telco-provider-fixing-a-failing-it-system-to-avoid-a-crisis","status":"publish","type":"case_study","link":"https:\/\/www.elixirr.com\/en-gb\/case-studies\/global-telco-provider-fixing-a-failing-it-system-to-avoid-a-crisis\/","title":{"rendered":"Global telco provider: Fixing a failing IT system to avoid a crisis"},"content":{"rendered":"<section\n    class=\"wp-block-text-block edwp-block layout--spacing-y bg--none\"\n    >\n    <div class=\"wp-block-text-block__container container fade-in\">\n        <div class=\"wp-block-text-block__content wysiwyg\">\n            <p>A leading telecom provider was struggling with a failing ITSM system, risking missed deadlines and customer trust. Elixirr stepped in to fix the related issues, streamline operations and ensure a smooth rollout. Through better governance, quick problem assessment and hands-on training, we turned our client\u2019s service management environment around.<\/p>\n<ul>\n<li>Outcome 1: Successfully met contractual milestones, mitigating potential penalties and reputational risks.<\/li>\n<li>Outcome 2: Designed an 18-month \u201cscale-up\u201d programme, deploying four additional Information Technology Infrastructure Library (ITIL) modules and further enhancements.<\/li>\n<li>Outcome 3: Established a structured onboarding framework, improving service management capabilities for over 100 additional customers.<\/li>\n<\/ul>\n        <\/div>\n                    <div class=\"wp-block-text-block__sidebar\">\n                    <div class=\"wp-component-share-boxes__box\">\n        <p class=\"wp-component-share-boxes__title\">\n            Authors        <\/p>\n        <a href=\"https:\/\/www.elixirr.com\/en-gb\/person\/tinus\/\" class=\"wp-component-author-block\">\n        <div class=\"wp-component-author-block__content\">\n        <p class=\"wp-component-author-block__name\">tinus<\/p>\n            <\/div>\n<\/a>\n    <\/div>\n<div class=\"wp-component-share-boxes__box wp-component-share-boxes__box--first\">\n    <p class=\"wp-component-share-boxes__title\">\n        Share    <\/p>\n    <div class=\"wp-component-socials  edwp-row-load\">\n    \n            <a\n            href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https%3A%2F%2Fwww.elixirr.com%2Fen-gb%2Fcase-studies%2Fglobal-telco-provider-fixing-a-failing-it-system-to-avoid-a-crisis%2F\"\n            target=\"_blank\"\n            rel=\"noreferer noopener\"\n            class=\"wp-component-socials__link\"\n            title=\"Share on Linkedin\"\n        >\n            <svg class='edwp-icon edwp-icon--reg js-icon ' aria-hidden='true'>\n                <use xlink:href='#linkedin'><\/use>\n            <\/svg>        <\/a>\n    \n    \n    \n    \n    <\/div>\n<\/div>\n    <div class=\"wp-component-share-boxes__box\">\n        <p class=\"wp-component-share-boxes__title\">\n            Services        <\/p>\n            <div class=\"wp-component-tags edwp-component wp-component-share-boxes__tags\">\n                        <a\n                href=\"https:\/\/www.elixirr.com\/en-gb\/services\/data-technology\/it-m-a-and-it-tsa\/\"\n                class=\"wp-component-tags__tag\"\n            >\n                IT M&amp;A and IT TSA            <\/a>\n                                <a\n                href=\"https:\/\/www.elixirr.com\/en-gb\/services\/data-technology\/it-strategy\/\"\n                class=\"wp-component-tags__tag\"\n            >\n                IT Strategy            <\/a>\n                                <a\n                href=\"https:\/\/www.elixirr.com\/en-gb\/services\/strategy-transformation-consulting\/transformation-management\/\"\n                class=\"wp-component-tags__tag\"\n            >\n                Transformation Management            <\/a>\n                <\/div>\n    <\/div>\n    <div class=\"wp-component-share-boxes__box\">\n        <p class=\"wp-component-share-boxes__title\">\n            Industries        <\/p>\n            <div class=\"wp-component-tags edwp-component wp-component-share-boxes__tags\">\n                        <a\n                href=\"https:\/\/www.elixirr.com\/en-gb\/industries\/telecommunications\/\"\n                class=\"wp-component-tags__tag\"\n            >\n                Telecommunications            <\/a>\n                <\/div>\n    <\/div>\n            <\/div>\n            <\/div>\n<\/section>\n\n\n<section\n    class=\"wp-block-banner edwp-block layout--spacing-y bg--secondary wp-block-banner--content-right\"\n    >\n    <div class=\"container wp-block-banner__container\">\n        <div class=\"edwp-component edwp-fade-in wp-block-banner__content\">\n            <h2 class=\"wp-component-heading wp-component-content__title text--h1\">\n    The Challenge<\/h2>                <div class=\"wp-component-content__content wp-component-content__content--cols-1 wysiwyg\">\n                            <div class=\"wp-component-content__column\">\n                    <p>The telecommunications industry is evolving rapidly, driven by increasing customer expectations, digital transformation and heightened competition. For leading telco providers, seamless IT service management is critical to maintaining operational efficiency and delivering superior customer experiences. Our client embarked on a large-scale ITSM implementation to modernise their service management functions. However, as deployment progressed, significant challenges emerged, jeopardising contractual obligations and eroding customer trust. They turned to Elixirr to rapidly remediate these issues and steer the programme back on track. <\/p>\n<p>Despite ambitious objectives, the ITSM implementation faced major roadblocks, including poor integration with existing systems, misalignment between internal teams and customers and inadequate user training. Additionally, a lack of governance mechanisms resulted in fragmented communication and inefficient incident management. With a looming contractual milestone, failure to resolve these issues threatened financial penalties and potential reputational damage. The client needed urgent intervention to stabilise operations and ensure a successful transition. <\/p>\n                <\/div>\n                    <\/div>\n                    <\/div>            <\/div>\n<\/section>\n\n\n<section\n    class=\"wp-block-banner edwp-block layout--none bg--secondary wp-block-banner--content-right\"\n    >\n    <div class=\"container wp-block-banner__container\">\n        <div class=\"edwp-component edwp-fade-in wp-block-banner__content\">\n            <h2 class=\"wp-component-heading wp-component-content__title text--h1\">\n    The Approach<\/h2>                <div class=\"wp-component-content__content wp-component-content__content--cols-1 wysiwyg\">\n                            <div class=\"wp-component-content__column\">\n                    <p>Elixirr swiftly mobilised a six-week intervention plan to address critical pain points and restore confidence in the ITSM implementation:<\/p>\n<ul>\n<li>Rapid ITSM assessment: Conducted a detailed evaluation of the incident management framework, including data models, system configurations and user knowledge levels<\/li>\n<li>Governance &amp; risk management: Introduced a structured governance model to oversee internal and external updates, ensuring seamless communication and accountability<\/li>\n<li>Train-the-trainer programme: Developed a comprehensive training initiative for end-users, including workshops, supporting materials and test scripts to facilitate user acceptance testing (UAT)<\/li>\n<li>Deployment &amp; change management: Executed a controlled go-live strategy with robust business change management, encompassing cutover planning, user communications and early-life support<\/li>\n<\/ul>\n                <\/div>\n                    <\/div>\n                    <\/div>            <\/div>\n<\/section>\n\n\n<section\n    class=\"wp-block-banner edwp-block layout--spacing-y bg--secondary wp-block-banner--content-right\"\n    >\n    <div class=\"container wp-block-banner__container\">\n        <div class=\"edwp-component edwp-fade-in wp-block-banner__content\">\n            <h2 class=\"wp-component-heading wp-component-content__title text--h1\">\n    The Impact<\/h2>                <div class=\"wp-component-content__content wp-component-content__content--cols-1 wysiwyg\">\n                            <div class=\"wp-component-content__column\">\n                    <p>Through our intervention, our client not only regained customer trust by meeting their contractual milestones but also significantly enhanced their IT service management maturity. By introducing additional ITIL modules and structured governance practices, we created a more resilient and scalable framework, enabling smoother incident management and stronger operational efficiencies. The transformation laid the foundation for long-term operational resilience, ensuring they remained competitive in a fast-evolving industry. <\/p>\n                <\/div>\n                    <\/div>\n                        <div class=\"wp-component-content__buttons\">\n            <a href=\"https:\/\/www.elixirr.com\/en-gb\/industries\/telecommunications\/\" class=\"btn btn--primary-purple\"><span>Telecommunications Consulting<\/span><\/a>        <\/div>\n        <\/div>            <\/div>\n<\/section>\n\n\n    <section\n        class=\"wp-block-cards edwp-block layout--spacing-y bg--none wp-block-cards--columns-3  wp-block-cards--resources wp-block-cards--case_study\"\n        >\n        <div class=\"container wp-block-cards__container\">\n            <div class=\"edwp-component edwp-fade-in wp-block-cards__content\">\n            <h2 class=\"wp-component-heading wp-component-content__title text--h1\">\n    You may also like<\/h2>                        <\/div>                      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<a href='https:\/\/www.elixirr.com\/en-gb\/case-studies\/global-telco-provider-fixing-a-failing-it-system-to-avoid-a-crisis\/' class='wp-component-card__title'>\n            <h2>\n                Global telco provider: Fixing a failing IT system to avoid a crisis\n            <\/h2>\n        <\/a>                                                            <div class=\"wp-component-card__meta\">\n                                            <p class=\"wp-component-card__date\">\n                            28 May 2025                        <\/p>\n                                                                <div class=\"wp-component-card__terms\">\n                                                                                                                                                                                                                <div class=\"wp-component-tags edwp-component\">\n                        <div class=\"wp-component-tags__tag\">\n                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33.421C19.9604 33.6017 19.6256 33.6979 19.2841 33.6992Z\" fill=\"currentColor\"\/>\n<\/g>\n<\/svg>\n<\/span>            <\/div>\n                        <\/figure>\n        <div class=\"wp-component-card__content edwp-row-load\">\n                                    <p class=\"wp-component-card__eyebrow\">\n                AI &amp; Machine Learning            <\/p>\n                <a href='https:\/\/www.elixirr.com\/en-gb\/case-studies\/frontier-communications-transforming-b2b-telecommunications-with-ai-integration\/' class='wp-component-card__title'>\n            <h2>\n                Frontier Communications: Transforming B2B Telecommunications with AI Integration\u00a0\u00a0\n            <\/h2>\n        <\/a>                                                            <div class=\"wp-component-card__meta\">\n                                            <p class=\"wp-component-card__date\">\n                            27 January 2025                        <\/p>\n                                                                <div class=\"wp-component-card__terms\">\n                                                                                                                                                                                                                <div class=\"wp-component-tags edwp-component\">\n                        <div class=\"wp-component-tags__tag\">\n                Telecommunications            <\/div>\n                                <div class=\"wp-component-tags__tag\">\n                AI &amp; Machine Learning            <\/div>\n                <\/div>\n                        <\/div>\n                                    <\/div>\n                                                    <div class=\"wp-component-card__button-wrapper\">\n                    <button class=\"btn btn--link arrow wp-component-card__button\">\n                                                                            Read more                             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https:\/\/www.elixirr.com\/en-gb\/wp-content\/uploads\/2025\/10\/Fixing-a-failing-IT-system-to-avoid-a-crisis2400x1627-1640x1112.jpg 1640w\" sizes=\"(max-width: 2400px) 100vw, 2400px\" \/>            <div class=\"wp-component-card__preview-icon\">\n                <span class='edwp-svg '><svg width=\"47\" height=\"47\" viewBox=\"0 0 47 47\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g>\n<path d=\"M23.4141 0.539062C36.1232 0.539183 46.4258 10.8416 46.4258 23.5508C46.4257 36.2599 36.1231 46.5624 23.4141 46.5625C10.7049 46.5625 0.402465 36.2599 0.402344 23.5508C0.402344 10.8415 10.7048 0.539062 23.4141 0.539062ZM23.4141 1.68945C11.3606 1.68945 1.55273 11.4974 1.55273 23.5508C1.55286 35.6041 11.3607 45.4111 23.4141 45.4111C35.4673 45.411 45.2743 35.604 45.2744 23.5508C45.2744 11.4974 35.4674 1.68957 23.4141 1.68945Z\" fill=\"currentColor\"\/>\n<path d=\"M19.2841 33.6992C18.9579 33.6986 18.6374 33.6111 18.3543 33.4454C17.7167 33.0759 17.3203 32.3585 17.3203 31.5797V15.8189C17.3203 15.0379 17.7167 14.3227 18.3543 13.9531C18.6442 13.7827 18.9735 13.6951 19.3078 13.6994C19.6421 13.7037 19.9692 13.7998 20.2548 13.9776L33.4237 22.0406C33.6981 22.2166 33.9244 22.461 34.0812 22.751C34.238 23.0409 34.3203 23.3668 34.3203 23.6982C34.3203 24.0295 34.238 24.3555 34.0812 24.6454C33.9244 24.9353 33.6981 25.1798 33.4237 25.3558L20.2527 33.421C19.9604 33.6017 19.6256 33.6979 19.2841 33.6992Z\" fill=\"currentColor\"\/>\n<\/g>\n<\/svg>\n<\/span>            <\/div>\n                        <\/figure>\n        <div class=\"wp-component-card__content edwp-row-load\">\n                                    <p class=\"wp-component-card__eyebrow\">\n                IT M&amp;A and IT TSA            <\/p>\n                <a href='https:\/\/www.elixirr.com\/en-gb\/case-studies\/global-telco-provider-fixing-a-failing-it-system-to-avoid-a-crisis\/' class='wp-component-card__title'>\n            <h2>\n                Global telco provider: Fixing a failing IT system to avoid a crisis\n            <\/h2>\n        <\/a>                                                            <div class=\"wp-component-card__meta\">\n                                            <p class=\"wp-component-card__date\">\n                            28 May 2025                        <\/p>\n                                                                <div class=\"wp-component-card__terms\">\n                                                                                                                                                                                                                <div class=\"wp-component-tags edwp-component\">\n                        <div class=\"wp-component-tags__tag\">\n                Telecommunications            <\/div>\n                                <div class=\"wp-component-tags__tag\">\n                IT M&amp;A and IT TSA            <\/div>\n                                <div class=\"wp-component-tags__tag\">\n                IT Strategy            <\/div>\n                                <div class=\"wp-component-tags__tag\">\n                Transformation Management            <\/div>\n                <\/div>\n                        <\/div>\n                                    <\/div>\n                                                    <div class=\"wp-component-card__button-wrapper\">\n                    <button class=\"btn btn--link arrow wp-component-card__button\">\n                                                                            Read more                                                                            <span class='edwp-svg '><svg width=\"20\" height=\"20\" viewBox=\"0 0 20 20\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g id=\"Lg\">\n<path id=\"Vector\" d=\"M1.12509 9.50162H15.8648L9.43259 3.06941C9.374 3.0113 9.3275 2.94216 9.29576 2.86599C9.26403 2.78981 9.24769 2.70811 9.24769 2.62559C9.24769 2.54307 9.26403 2.46137 9.29576 2.38519C9.3275 2.30902 9.374 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