Global telco provider: Fixing a failing IT system to avoid a crisis

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 modernize 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 program back on track.

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 stabilize operations and ensure a successful transition.

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.