Case Study: Lumen achieves safer autonomous network operations with Itential

Lumen cuts customer-impacting incidents by 21% with Itential

Lumen, a major global telecommunications provider, faced significant operational challenges due to its large, heterogeneous network built over decades. With fragmented scripts, slow change processes, and engineers spending excessive time on manual firefighting, the company needed to transform its automation from a simple tool rollout into a governed operating model. To address this, Lumen partnered with Itential to serve as an orchestration backbone.

Using the Itential platform, Lumen established a governed framework for automation, integrating systems like ServiceNow and baking pre- and post-checks into every workflow. This solution enabled Lumen to orchestrate millions of actions annually, resulting in a 21% reduction in customer-impacting incidents and less than two minutes of platform downtime year-to-date. Itential provided the foundation for Lumen to confidently pursue its goal of 80% machine-to-machine operations.

Lumen