Prodapt Red Book

We are very proud to present you with our Red Book. The Red Book explores Prodapt’s view of the connected world. And especially the part Prodapt plays in it.

Prodapt foundation

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Leadership team

Highly driven individuals with diverse experience and strong business acumen that have a shared vision of inspiring, innovating, and impressing.

Diversity and inclusion

We believe in connecting people from diverse backgrounds to achieve our collective goal of accelerating Connectedness™.

Massively distributed delivery

Ultimate business continuity. Operate from anywhere deliver everywhere, tap talent across the world.

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Conversations that shift perspectives. A leadership dialogue series hosted by our CEO, Manish Vyas, featuring transformative voices from technology, business, and beyond.

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SUCCESS STORIES / ServiceNow

Prodapt’s NeSA and ServiceNow TSM combined to elevate network performance

A novel solution helps a leading European broadband and communications provider achieve seamless service assurance, a 20% reduction in MTTR, and an elevated customer experience.

Background

Fiberization is heralding a new era of high-speed digital connectivity. Still, its enablers—Big Nets (Communications Service Providers) and Alt Nets (fiber operators)—are hamstrung by operational challenges: legacy systems, complexity in integrating new technologies, and a lack of consistent service delivery across platforms.

The global fiber optics market, valued at approximately $ 8.1 billion in 2023, is expected to grow at a CAGR of 6.9% from 2023 to 2030, driven by the increasing demand for high-bandwidth communication and 5G deployments.

This trend highlights the urgent need for CSPs to modernize network infrastructure by replacing fragmented legacy systems with integrated, scalable solutions.

20% Reduction in MTTR

15% Decrease in Operational Costs

Enhanced Customer Satisfaction

Accelerated Commercial Partnerships

Client Situation

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.

The client transformed their network operations and enhanced service assurance processes by utilizing Prodapt's NeSA accelerator and seamlessly integrating ServiceNow TSM.

Diagnosis

Prodapt 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, it relied on outdated BSS and OSS systems platforms that involved manual, labor-intensive processes. These legacy systems led to inefficiencies in partner onboarding and created fragmented workflows, preventing clients from scaling effectively. Moreover, the 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 challenges in reducing operational costs, improving network performance, and meeting the growing demands of a competitive telecommunications market.

Solving It

To address the challenge of fragmented systems and siloed data, deploying Prodapt’s Network Service Assurance (NeSA) solution accelerator and integrating with ServiceNow CMDB, Telecom Service Management (TSM), and Customer Service Management (CSM) modules centralized the E2E Service Assurance and Service Management capabilities. This integration streamlined processes, such as monitoring, incident, change, problem, and SLA management, which helped eliminate fragmented workflows, significantly improving operational efficiency.

Centralizing and automating these processes provided a unified view of network performance through real-time monitoring with a Single Pane of Glass (SPOG). NeSA enabled the Network Operations Center (NOC) with actionable insights that were previously hard to obtain due to the fragmented data. This enabled the proactive identification and resolution of issues—such as alarms, alerts, incidents, and outages—through intuitive geographical maps or logical hierarchies with granular drill-down capabilities.

To tackle inefficiencies in manual and time-consuming processes within the network, NeSA’s AI-driven automation capabilities, such as fault prediction, trend analysis, and closed-loop automation, enhanced service assurance by streamlining alarm and incident management. These automation features reduced human errors, eliminated manual intervention, and streamlined workflows, helping clients speed up service delivery and partner onboarding, thereby addressing the scalability issue. Additionally, by integrating with Business Support Systems (BSS), NeSA extended these benefits to both
business-to-business (B2B) and business-to-consumer (B2C) segments, improving customer experience and ensuring seamless operations through faster and more proactive issue resolution.

NeSA was deployed on the Google Cloud Platform (GCP) for vendor resistance to cloud adoption, and ServiceNow’s TSM SaaS was utilized, which helped reduce reliance on on-premises systems. Cloud migration accelerated the ability to scale operations, improve service assurance, and reduce costs associated with on-premises systems.

Leveraging NeSA and ServiceNow TSM to automate processes across multiple systems significantly reduced manual workloads, streamlined operations, and enhanced service assurance. Tasks like auto-dispatch and queue assignments, automated report generation, and root cause analysis were optimized, enabling faster issue resolution. This efficiency allowed the client to onboard partners swiftly and drive revenue generation.

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