Success Story

Global ITSM Platform for IT operations in 100+ countries

Ericsson sought to unify their internal IT services with a global streamlined, standardized support system. To achieve this high-level goal, they needed a robust and reliable ITSM platform that could handle the custom operational procedures and be used in the same fashion wherever it was implemented. Thus, Ericsson looked for a global and scalable ITSM platform to help them reach their desired outcome.


Ericsson has been presented with the challenge of implementing a single ITSM system. There are three major hurdles to be overcome: local and disconnected IT departments, inconsistent adoption of a common process framework among regions, and a complex infrastructure of suppliers that makes implementation difficult. To ensure successful implementation, dedicated effort and resources must be focused on each area to bridge the gaps.

results & benefits

Our project has achieved the following results:

  • Organizations across the globe can benefit from leveraging five core IT Service Management (ITSM) processes. These include incident management, change management, problem management, configuration management, and service level management. By implementing these processes at a global scale, companies can more effectively manage their IT operations.
  • Our team supported the successful implementation of a single ITSM platform across all supporting teams and provided training to our global staff of 4,000 engineers.
  • The CMDB Foundation was created to facilitate the management of data model complexities. Successful implementation of this framework supports organizations with a more reliable structure and clear overview for data.
  • The IT Centre of Excellence created a central IT service management and integration team to facilitate organization-wide coordination and collaboration.

Benefits for our customers:

  • Reduced time needed to resolve global incidents, improving turnaround times and allowing for more efficient operations.
  • A structured approach to root cause analysis improved the mean time to restore (MTTR) key performance indicator (KPI). This process has been combined with ongoing analytics for MTTR diagnostics and potential improvements.
  • The implementation of a change management process successfully improved visibility and collaboration on a global scale, thus reducing the chances of any unintended service interruptions.
  • Deep observability, rapid event handling, and accuracy in recognizing the first signs of issues have increased responsiveness and proactivity.

The effect of our actions

Implementation of common set of ITSM processes and tool-set on global scale


Core IT processes established


IT personnel trained


Countries of operation around the world


IT users impacted in 50+ countries