Driving Telecom Service Assurance: How JT complied with TSA for Reliability & Trust

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Challenges

  • Asset Management Gaps: Manual, error-prone asset management caused inaccuracies in hardware lifecycle tracking and financial reporting.
  • Massive CI Duplication: Massive CI duplication across the CMDB was caused by ungoverned discovery schedules and manual imports.
  • CMDB Data Standardization: Incorrect class usage combined with governance deficiencies resulted in inconsistent CI records.
  • Manual Service Mapping & Lack of CSDM Governance: Manual service map creation increased effort and risk despite existing licensing.
  • Telco-Specific Data Visibility: Standard Discovery failed to capture vendor-specific OIDs and network equipment attributes, leaving slot- and card-level hardware components undiscovered.

Solution Delivered

  • Improved Asset Data Quality: Improved asset data quality through structured governance, aligning hardware assets with configuration management and financial processes.
  • 10K+ Duplicate CIs Remediated: Improved CMDB data quality by removing duplicate records manually and through templates, helping increase CMDB health to around 80%.
  • Discovery Optimization: Separated discovery schedules by domain to improve operational efficiency and discovery results.
  • Automated Service Mapping & CSDM Alignment: Implemented tag-based service mapping to automate application service creation and, with CSDM alignment, improved consistency and collaboration between business and infrastructure teams.
  • Custom OID Pattern Development: Leveraged Discovery pattern extensions to retrieve telco-specific vendor data that could not be captured using standard patterns.

Benefits & Outcomes

  • Improved Service Visibility & Resilience: Improved service visibility and operational resilience through automated service mapping, component-level discovery, and standardized CI governance, enabling faster impact analysis, reduced operational risk, and more efficient incident resolution.
  • Strengthened CMDB & Data Governance: Eliminated duplicate and misclassified CIs, aligned teams to a common CSDM-based service model, and established a trusted source of truth across business, infrastructure, and operations teams.
  • Proactive Monitoring & Asset Tracking: Improved service monitoring, proactive communication, and accurate asset tracking, allowing the telecom to resolve issues before they impact customers and build greater trust in a competitive market.