NeSA and ServiceNow TSM combined to elevate network performance

Our client, a broadband and communications leader across seven European countries, struggled to upgrade from a Hybrid Fiber-Coaxial (HFC) network to a full-fiber infrastructure. This upgrade was critical to meeting customer expectations for disruption-free, high-bandwidth connectivity and expanding their wholesale market presence, particularly in Ireland. Despite substantial investments in network modernization, they faced significant challenges, including fragmented systems, siloed data, and legacy Business Support Systems (BSS) and Operational Support Systems (OSS). The client aimed to adopt a modern, integrated solution to streamline operations and enhance scalability in a rapidly evolving market. They recognized the need to improve network performance, reduce costs, and accelerate service deployment. Additionally, they sought a fully automated intelligent service assurance solution to enhance customer experience, boost productivity, and reduce operational costs. GenAI unraveled several factors impeding operational efficiency: fragmented, siloed data, limited real-time visibility into network performance, and delayed issue resolution. Integrating services from their existing technology stack with the new full-fiber network added complexity, requiring precise orchestration for uninterrupted operations. Additionally, the client relied on outdated BSS and OSS system platforms that involved manual, labor-intensive processes. These legacy systems led to inefficiencies in partner onboarding and created fragmented workflows, preventing them from scaling effectively. Moreover, resistance from vendors—who preferred running workloads over on-premises systems—made it challenging to transition to a cloud-first strategy. As a result, the client faced difficulties in reducing operational costs, improving network performance, and meeting the growing demands of a competitive telecommunications market.