Case Study – Turning the Tide: How a Leading Telco Transformed Service Reliability with ServiceNow TSOM
A regional telecom provider faced rising service outages, slow issue resolution, and escalating operational costs due to siloed systems and outdated processes. By deploying ServiceNow across incident, problem, and change management—and building a centralized CMDB—Pentio helped the telco company gain real-time visibility into asset health and streamline their operations.
Challenge
- Remedy at end-of-life, unable to scale with the enterprise
- 19 years of heavily customized processes
- Disconnected tools and databases causing swivel-chairing
- Legacy platform lacking automation and agility
Solution
- Migrated to ServiceNow with a strategic, phased roadmap
- Rearchitected processes using best practices and out-of-the-box capabilities
- Integrated multiple data sources into a unified support system
- Began consolidating tech stack into a single enterprise platform for IT and business ops
Results
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