Case Study: Türk Telekom achieves end-to-end infrastructure visibility and 49% fewer service outages with OpenText

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Journey to operational excellence with customeroriented service continuity

Türk Telekom, Turkey’s first integrated telecommunications operator serving more than 50 million subscribers, faced a growing need for end-to-end infrastructure visibility and smarter IT tools to analyze big data, speed impact analysis and improve customer experience. To meet this challenge it partnered with Micro Focus and undertook a cross‑directorate JTV (Journey To Value) program, aligning to IT4IT standards to define monitoring, APM, DEM and AIOps strategies.

The solution integrated 30+ technologies into Micro Focus Operations Bridge and ITOM products, created 30 business service models covering 150+ applications and 500+ functional services, centralized CMDB data and deployed 25 real‑time BVD executive dashboards (business service modeling completed in 5 months; dashboards in 8 months). Results included 49% fewer service outages, 23% shorter customer service loss duration, 53% shorter IT application outage duration, an 82% increase in converting problems to alarms and a 43% improvement in event consolidation.

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