Service Automation


Torch was engaged on one of the largest transformation initiatives within a major Telco to deliver and implement a centralised and consolidated solution to perform service order management, service information management, service and resource inventory, service activation, network planning & design, discovery and reconciliation and configuration management. The program which conforms to the industry standard ETOM Business Process Framework. The program encompassed consumer, corporate and government customers. By optimising the network operations, the client aimed to improve and streamline their order management process. Due to the size and complexity of the initiative, the program had a myriad of risks and issues.


The client engaged one of our senior consultants to lead the business analysis team in capturing the requirements, address shareholder briefings, assess product capability, map the technical delivery, create a governance framework, define the implementation strategy, provide test strategy for both SIT and UAT and provide post-implementation support documentation. We were also responsible for the migration of data from 20 disparate systems into one.


Real-time system changes require real-time solutions. Whilst leading the program through its delivery milestones and challenges, our focus was to keep the stakeholders on track and to be on top of last-minute risks. The nature of the implementation meant it was essential to be fluid and ready to mitigate process on the fly while maintaining process integrity, our best solution was to manage from the bottom up to ensure our stakeholders fully embraced the transformation program and the enormous benefit it would bring to our client’s customers.

Our consultant developed and implemented the business continuation strategy which required system outage over weekdays, which was successfully adopted by all business verticals within the client during the implementation period.


The program has delivered numerous benefits to the customer. The network optimisation provided significant cost savings to the organisation in terms of head-count reduction and time saving of 20-50% to on-board new customers. The reduced times provide a knock-on effect of increased customer satisfaction and experience.