Case Study: Lumen achieves governed, AI-assisted network autonomy with Itential

Lumen collapses 1 billion alerts to 57,000 with Itential

Lumen, a major telecommunications provider, operates a vast and heterogeneous network built through acquisitions. Their challenge was moving from fragmented, fragile automation scripts and slow manual processes to a governed, observable automation platform that could safely scale toward autonomous operations. They partnered with Itential to provide a governed orchestration layer to serve as the foundation for this new operating model.

The solution implemented used Itential as the core orchestration engine and policy enforcer, integrated with Selector AI and ServiceNow. This allowed Lumen to build modular, atomic actions into reusable runbooks with built-in governance. The results were significant, including over 350 live production workflows, the collapse of 1 billion raw alerts down to 57,000 actionable incidents, and less than two minutes of automation downtime year-to-date, setting a clear path toward 80% machine-to-machine operations.

Lumen