38-minute dispatch.
94% first-time fix.
Network operations, field service, and customer experience — unified on ServiceNow. From 5G rollout to NOC automation.
Network ops, field service, and CX — on one platform.
Network Operations & AIOps
ITOM AIOps correlates alerts from Nokia NetAct, Ericsson OSS, and third-party NMS into single incident records — deduplicating 70–80% of alerts. Predictive degradation alerts fire when tower throughput drops below 85% of 30-day baseline.
5G Infrastructure Deployment
Site deployment workflows enforce permit-confirmed gates before contractor dispatch. Programme dashboard shows every site's current stage, blocker, and critical path. Landlord approval auto-escalates 14 days from deadline.
Customer Experience Automation
CSM unified agent workspace consolidates account, network, billing, and ticket history. AI playbooks recommend top 3 likely causes. Proactive outage notifications reach customers within 8 minutes of fault confirmation.
Service Assurance & SLA
SLA jeopardy alerting fires before breach. Automated synthetic testing at 5-minute intervals on Tier 1 services. Service health dashboards segmented by type, tier, and region.
Field Service Transformation
Automated dispatch routes nearest qualified technician by skills, proximity, and workload. Mobile app with full asset history and resolution playbooks. 94% first-time fix rate across deployments.
Capacity Planning & Optimisation
Predictive models using network utilisation data forecast congestion 90 days ahead. Automated upgrade recommendations with cost-benefit scoring. CAPEX optimisation through usage-based triggers.
Telecom transformations.
CellServe Telecom
Field dispatch was manual — a printout sorted alphabetically, not by priority or proximity. Average dispatch-to-arrival: 4.5 hours. Repeat visits at 34% because techs lacked site history and resolution data.
FSM with automated skill-and-proximity-based dispatch. Mobile app gives techs full asset history, site photos, and resolution playbooks. Repeat-visit triggers fire if same asset faults within 14 days.
“We went from dispatching alphabetically to dispatching intelligently. The techs now have everything before they arrive.”— VP Field Operations
NexGen Communications
5G rollout across 1,400 sites tracked in spreadsheets. 67% of sites missed milestones. $78M in contractor overruns from mobilising crews to sites without confirmed permits.
ServiceNow programme management with permit-gated deployment workflows. Every site visible on a single dashboard with stage, blocker, owner, and critical path date.
“When a permit is delayed, we know within hours — not when the contractor shows up to a locked gate.”— VP Infrastructure
The Telecom Implementation Roadmap
Assessment & Strategy
- Network infrastructure and OSS/BSS landscape audit
- NOC alert volume and MTTR baseline analysis
- Customer experience and service quality assessment
Configuration & Integration
- ServiceNow ITOM AIOps and event management setup
- NMS, OSS, and NetCool alert feed integration
- FSM dispatch algorithm and mobile workbench configuration
Testing & Validation
- Alert correlation accuracy testing against 90-day historical data
- Dispatch algorithm performance simulation
- UAT with NOC engineers and field technicians
Deployment & Optimisation
- Phased rollout by region or network domain
- NOC, field ops, and customer service team training
- Hypercare with daily MTTR and dispatch KPI review
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