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Reducing operations cost and complexity, and getting to grips with managing and monetizing 5G will be the top business challenges for 2020


  • The Ovum ICT Enterprise Insights survey shows that the domain with the biggest software spend allocation over the coming year is expected to be network management.

Features and Benefits

  • Assesses CSP business strategy priorities.
  • Evaluates the operations and IT technology enablers for CSP business strategy.
  • Identifies the key operations changes your CSP peers are planning to implement.

Key questions answered

  • What are the key IT technology investments in the telecoms industry?
  • What are the emerging technologies that CSPs and vendors need to start exploring?
  • What are the fundamental operations changes that will need to be made to support technology change?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for service providers
  • Recommendations for vendors

Key trends

  • Key drivers of IT and operations transformation
  • IT and operations transformation priorities

5G adds urgency to telco IT transformation

  • CSPs will primarily focus on OSS capabilities to support 5G, BSS will only pick up later

Addressing network operations complexity with automation

  • AI supporting network automation
  • Steady, but not dramatic interest in OSS and service/network management

Personalizing CX and transforming customer operations

  • Top customer engagement investments
  • What to expect from end-to-end customer engagement
  • Data and analytics will also be used to improve operational costs and efficiencies

Moving IT operations to the cloud

  • Cloud delivery continues its upwards trajectory
  • Vendors push ahead with cloud-native architectures, while operators lag behind


  • Methodology
  • Further reading
  • Authors