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Case Study

Catalog remapping marks road to success

Remapping the service catalog for a mobile network operator found service gaps and led to a contract renewal that provided better coverage.


An IT infrastructure and applications contract renewal provided the chance for a German mobile network operator to analyze what it needed to improve function, quality parameters and governance support.

Imagining IT Differently
Imagining IT Differently

ISG mapped the client’s service catalog using ISG Services Blueprint to identify missing services compared to market standards, define up-to-date service-level agreement parameters and Key Performance Indicators (KPIs) and clarify requirements for future reporting. 

Future Made Possible

  • The solution made renegotiating the contract faster and easier.
  • The customer, management and end user all reported higher satisfaction.
  • ISG enabled more efficient governance of the service provider.