How a Tier-1 U.S. wireless infrastructure operator rebuilt its NOC on ServiceNow — and stopped letting its customers see more than it could.
INDUSTRY Wireless & Fiber, Infrastructure
SCALE 100,000+ Devices, National Footprint
PLATFORM ServiceNow CSM, FSM, CMDB, TSOM
The Client
A Tier-1 U.S. operator of wireless and fiber infrastructure — distributed antenna systems, small-cell networks, and private wireless across major sports and entertainment venues, financial exchanges, and metropolitan deployments. Customers expect always-on. The Client was running a NOC that couldn’t prove it was delivering it
The Situation
The Client had inherited a ServiceNow MSP instance from a prior provider, paired with an outsourced help desk and a tool stack that didn’t talk to itself. Data quality was poor. Reporting was unreliable. SLA performance was hard to evidence to customers and harder to manage internally. Field trips repeated. Trucks rolled twice for the same issue
— VP of NOC Services, the Client
WHAT WAS ACTUALLY BROKEN
The surface story was “bad tools.” The real story was structural. Three patterns we’ve seen before, called out plainly:
- No source of truth. A CMDB existed in name, not in practice. Static data, no workflows, no enrichment. Operations couldn’t trust their own inventory.
- Outsourced ownership. The MSP-run instance meant nobody inside the Client owned the platform or the outcomes. When something broke, escalation went sideways, not up.
- Multiple failed implementations. Previous attempts had been scoped as projects, not as an operating model. Each one left behind sunk cost and skepticism.
Tool sprawl wasn’t the disease. It was the symptom. The Client needed to take the platform back, set a foundation, and run it like operators.
WHAT SIGITAL DID
We didn’t come in to deploy modules. We came in to fix the operating model — with the CMDB as the foundation and CSM + FSM as the front door.