Case Study: Telecommunication Company improves outsourcing visibility and flow metrics with Tasktop

How flow metrics helped a wireless carrier make strategic business decisions on outsourcing

Tasktop helped a telecommunications company navigate a major shift from project to product as software demand accelerated around 5G rollout. With tens of thousands of insourced and outsourced IT practitioners, the customer struggled to gain visibility into how work was flowing across its value streams, especially where contractor-delivered work was being handed off into separate tools and processes.

Using Tasktop Viz and the Flow Framework, Tasktop analyzed Jira-based value streams to reveal bottlenecks, zero visibility into outsourced work, and a major “black hole” in flow after handoff to managed service teams. The findings prompted leadership to rethink its outsourcing strategy, consider integrating vendor toolchains or requiring vendors to use Jira, and adjust Jira usage to better capture wait states and improve velocity.