Helping a telco company automate and scale ServiceNow operations
Operate services | ServiceNow
The challenge
Years of service management development through acquisitions and evolving business needs left a national telecommunications provider with an expansive and fragmented IT service management footprint. As a result, the year-over-year costs to support and maintain that footprint continued to increase, while the ability to drive innovation declined.
How Deloitte and ServiceNow helped a communications company automate operations, slash costs, and lay the foundation for innovation at scale.
Our solution
Deloitte offered more than a fix—it offered a future. Teams untangled a web of complexity to develop a business case and commercial model that would enhance the organization’s capabilities. And, with the ServiceNow AI Platform underpinning a foundational enterprise service management system, they were able to become less dependent on contractors, rebadge employees, and leverage Deloitte talent to support their new agile systems.
The outcomes
Deloitte and the client are working in collaboration that will lead to a future-proof, ServiceNow-powered service model that’s built to scale, leading to:
- $90M+ In net benefit after costs over five years.
- $14.8M In hard dollar savings, including platform and labor reductions.
- One Modern Service Platform that enables innovation at scale.
