A leading African telecom operator had made heavy technological investments in 3G/4G mobile and fiber to defend its position as the top broadband provider and to make its services more appealing. It also wanted to improve its network quality by creating a Service Management Center (SMC) able to efficiently supervise its new infrastructures and manage its services according to the quality perceived by customers.
Sofrecom supported the operator's IS transformation. After analyzing the maturity of the existing information system in comparison to recognized IT and telecoms standards such as ITIL and eTOM, we proposed a master plan and architecture for an OSS information system and recommendations on the organization, tools and processes (quality, supervision, human resources management, incident report, etc.).
Today, after implementing our recommendations, the operator is able to manage its network and services performance in real time and to clear incidents significantly faster than before.