Case USA22: Why a National Telecom Provider Framed BSS/OSS Modernization as Enterprise Architecture Evolution

Overview:

This case is part of a 100-diagnostic series revealing how US enterprises have mislabeled infrastructure or platform upgrades as “Enterprise Architecture progress.” In telecom, a common illusion is equating stack modernization with enterprise evolution.

Billing and operations support systems (BSS/OSS) were upgraded, interfaces refreshed, and latency improved — yet the enterprise anatomy linking customer lifecycle, service orchestration, and network policy remained undefined.

P1–P6 Insight Preview:  Modernization improved component stability (P4) and implementation throughput (P5), but lacked alignment to customer-to-network strategy (P1) and end-to-end process architecture (P2). System behaviors (P3) stayed inconsistent; business + tech ops (P6) still escalated service failures manually.

Role Disconnects:

1. CEO: “We’ve modernized our core systems” — but core enterprise structure is still absent.
   

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