Case 6: Telecom Provider – An IT Integration Called Enterprise Architecture

What was delivered: application maps, platform integration, and technical cleanup.

What was missing: a structural model of how the telco actually runs.

Industry Context & Claimed EA Success

A major Middle Eastern telecom provider announced a successful Enterprise Architecture transformation as part of its shift toward becoming a digital service provider.

According to public statements:

• EA streamlined its BSS/OSS stack

• Enabled faster rollout of new offerings like 5G

• Improved IT agility

• Aligned business and IT

• Supported M&A integration across regional markets

EA, they said, was the foundation for an agile, customer-centric enterprise.

What Was Really Done

The actual EA effort focused heavily on IT architecture consolidation:

• Billing systems were unified

• Customer data platforms consolidated

• Application portfolios were cleaned up

• Target-state diagrams were published

• Network and API architectures were documented
  

The EA team, reporting to IT, delivered:

• Application catalogs

• Integration maps

• Reference architectures for infrastructure and digital channels
  

But…

1. No structural model of how departments function

2. No business process mapping across customer lifecycle

3. No cross-functional view of how product ideas move from Marketing to Network to Billing

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