Case Study: MetroPCS achieves unified service delivery and rapid custom app rollout with ServiceNow

MetroPCS - Customer Case Study

MetroPCS, the fifth-largest U.S. facilities-based wireless carrier with about 8 million subscribers and roughly $5 billion in revenue, faced serious service-delivery problems caused by an outdated ITSM tool. Siloed teams relied on email, Access and SharePoint, producing manual, duplicative work, poor reporting and little visibility into incidents or SLAs—leaving IT and the business unable to track or improve key processes.

After an RFP process MetroPCS chose ServiceNow, implemented Incident, Change, Request, Service Catalog and CMDB in eight weeks, then built about 15 custom line-of-business apps (HR, Engineering, Network Ops, Legal, Outages, etc.) using a 90-day “take-and-bake” rollout. The platform delivered real-time dashboards, stronger governance, automated workflows and large time savings (e.g., eliminated heavy incident reclassification work and cut 32 hours/month of reporting effort), enabling rapid app delivery and wider enterprise adoption.

MetroPCS

Nicole Tate

Manager of Application Delivery and Support