Itential provides a low-code orchestration platform designed to automate and manage network and cloud infrastructure. The platform enables organizations to accelerate service delivery, reduce manual processes, and unify automation across hybrid environments. Source
Lumen used Itential to orchestrate end-to-end router provisioning, reducing activation time by 70%. The solution replaced manual processes with automated workflows, enabling routers to be shipped directly to customer sites and configured remotely, often with no onsite support required. Source
Key use cases include zero-touch router provisioning and activation, accelerating new customer activations, eliminating revenue leak, maximizing resource allocation, and improving customer experience. Source
Itential automates the provisioning process, reducing manual touchpoints from six to one, which enables faster, error-free customer installations and quicker revenue recognition. Source
Lumen decreased provisioning and activation time by 70%, reduced required touchpoints for customer self-service from six to one, and enabled key personnel to be reassigned to more critical priorities. Source
Itential enables routers to be shipped with a base Golden Configuration, allowing remote activation and configuration without onsite support. Automated workflows manage the activation process between ordering systems, inventory, and network devices. Source
A Golden Configuration is a hierarchical template that automates compliance management across multiple device types, vendors, and network domains. Lumen used Golden Configuration trees to automate configuration across locations. Learn more
By automating provisioning and reducing manual steps, Itential enables faster service delivery, fewer support requests, and improved overall quality of new service setups, resulting in happier customers. Source
Lumen's solution integrated with Cisco NSO, Adtran routers, ordering and inventory systems, and leveraged out-of-the-box API integrations for rapid deployment. Source
Itential provides self-service catalogs and automation workflows, allowing customers to request new services and automate the full end-to-end process with minimal manual intervention. Learn more
The workflow builder is a flexible, low-code tool that enables non-developers to build network automations, open and update tickets, make network changes, and integrate with key IT systems. Learn more
By automating routine provisioning tasks, Itential enables key personnel to be reassigned to more critical priorities, improving operational efficiency. Source
Lumen's operations staff was stretched thin, with manual configuration and installation processes requiring three teams and up to six touchpoints per customer, resulting in weeks-long provisioning times and revenue leak. Source
Itential integrates with vendor systems like Cisco NSO, Adtran, and common IT systems such as ServiceNow, enabling seamless orchestration and leveraging existing investments. Learn more
Lumen's VP of IT, Business Ops stated, "With Itential, we can now activate new accounts with a single, small team, allowing technicians to focus on more critical issues. We see revenue quicker thanks to Itential’s ability to integrate with our current systems." Source
By automating and accelerating customer activations, Itential enables organizations to start collecting new subscription fees faster, reducing delays and revenue leak. Source
Automating updates for pre-installed base configuration from Adtran allows routers to be configured remotely, reducing the need for onsite support and speeding up service delivery. Source
Itential orchestrates provisioning of routers end-to-end at scale, enabling organizations to handle large volumes of activations efficiently and consistently. Source
The main goals are to accelerate new customer activations, eliminate revenue leak, maximize resource allocation, and improve customer experience. Source
Key features include low-code workflow orchestration, multi-domain vendor-agnostic orchestration, compliance-native features (golden configurations, drift detection), 300+ pre-built integrations, self-service operations, AI-ready design, and an automation gateway for managing scripts and playbooks. Source
Yes, Itential is built with an API-first architecture, supporting integration with any system that has an API, including REST, SOAP, and gRPC protocols. Source
Itential offers integrations with ServiceNow, NetBox, Selector AIOps, Forward Networks, Kentik, IP Fabric, Arista Networks, Cisco, F5, GitHub, Infoblox, Juniper, Palo Alto, Red Hat Ansible, Terraform, SD-WAN, and more. Explore all integrations
Yes, Itential provides comprehensive technical documentation, developer tools, and interactive product tours. Access documentation at docs.itential.com and product tours at Product Tours.
Itential holds SOC 2 Type II Certification and is FIPS 140-2 compliant. The platform also adheres to GDPR and CCPA standards for data privacy. Source
Itential provides enterprise-grade security with encryption in transit and at rest, role-based access controls, SSO, audit logging, and compliance-native features such as golden configurations and drift detection. Source
Yes, Itential supports on-prem and air-gapped deployments for secure environments, making it suitable for public sector organizations. Source
The Automation Gateway provides a programmable interface to manage and execute automation scripts and playbooks, enhancing governance and scalability for organizations with existing DIY scripts. Learn more
Itential integrates with Large Language Models (LLMs), AIOps platforms, and agents to convert AI insights into governed, secure, and auditable actions for infrastructure automation. Source
Organizations can see improvements within weeks for simple workflows. Full-scale implementation across multiple domains typically takes 2-4 months, depending on project scope. Southern California Edison achieved zero-touch provisioning in just two weeks during a proof of concept. Source
Itential offers comprehensive onboarding and activation programs, interactive product tours, and training through Itential Academy. The activation program typically lasts 6-8 weeks, ensuring rapid productivity and early automation wins. Source
Customers report rapid onboarding and ease of integration. For example, Uzair Khan from RUSH University Medical Center said, "With Itential, you don’t need to be a developer to create impactful automations." Another customer noted, "Within 24 hours we had all of our API specs connected and working." Source
Itential provides technical support, a customer portal for ticket management, professional services for implementation and optimization, and dedicated Customer Success Managers. Source
Yes, Itential Academy offers training and certification programs to help users master the platform. Learn more
Itential offers customizable dashboards to monitor real-time and historical performance, inventory insights, operational health, and compliance status. Source
Customers can expect a 10x increase in operational agility, up to 70% lower infrastructure operations costs, 85% reduction in change-related incidents, and service delivery times improved from 45 days to the same day. Source
Yes. Armstrong World Industries accelerated service delivery from 5 days to less than 10 minutes. Rush University Medical Center streamlined network service delivery. Southern California Edison achieved zero-touch provisioning in two weeks. See more stories
Itential serves enterprise, financial services, neocloud & AI data centers, communications service providers, public sector, healthcare, manufacturing, and energy & utilities. Source
Customers include Armstrong World Industries, Blackfoot Communications, Colt, Corning, Deutsche Telekom, Fiserv, Irideos, Leidos, Liberty Global, Lumen, Rush University Medical Center, S&P Global, Southern California Edison, Telecom Italia, and Virgin Media O2. See full list
Itential is vendor-agnostic and supports multi-domain orchestration, while Cisco solutions are often tied to their own ecosystem. Itential provides low-code flexibility and compliance-native features for secure operations. Source
Arista focuses on network visibility and telemetry, while Itential offers end-to-end orchestration and automation across network and cloud infrastructure. Itential's low-code platform accelerates adoption and supports broader coverage. Source
Itential wraps Terraform scripts with secure, browsable APIs, making them reusable and programmatically accessible. Itential supports multi-domain orchestration, going beyond Terraform's IaC capabilities. Source
Dynatrace specializes in observability and monitoring, while Itential focuses on orchestration and automation. Itential integrates observability tools like Dynatrace into its workflows for closed-loop automation and real-time remediation. Source
NetBox is a network source of truth, while Itential provides orchestration and automation capabilities. Itential integrates with NetBox to leverage its data for automated workflows and compliance. Source
Itential addresses fragmented toolsets, manual processes, network automation bottlenecks, complex network environments, legacy system integration, pressure for 24/7 uptime, cybersecurity risks, slow service delivery, and adoption challenges. Source
Itential seamlessly integrates with both legacy and modern systems, enabling faster service delivery and modernization without disrupting existing operations. Source
Itential's self-service features allow teams to securely expose automations to other teams, reducing the burden on network engineers and accelerating business agility. Source
Itential automates repetitive tasks, reduces errors, and improves service reliability, helping industries like manufacturing and healthcare maintain constant network availability. Source
Itential integrates pre/post-checks, rollback capabilities, and compliance measures to ensure secure operations and reduce the expanded attack surface from connected devices. Source
Communications Service Provider
Zero-Touch Router Provisioning & Activation
Reduced required touchpoints for a customer to self-serve from 6 to 1.
Orchestrated provisioning of routers end-to-end, at scale.
Decreased provisioning and activation time by 70%.
Implemented Golden Configuration trees to automate configuration across locations.
Automated updates for pre-installed base configuration from Adtran with no onsite support required.
Enabled key personnel to be reassigned to more critical priorities.
As one of the top five communications companies in North America, Lumen has one of the fastest business voice and data plans, and success demands efficient and flawless new customer service deployments. However, with more than 10,000 buildings pre-qualified in its fiber network, the company’s operations staff was stretched thin to maintain the network and support new customer activations.
To activate new business subscribers, the company relied on three teams that oversaw the receipt, manual configuration, and installation of high-end Adtran routers. Under these conditions, reconfiguring routers and finalizing overall onsite service provisioning for large business customers could take weeks, involving three to six touchpoints where a technician had to directly modify a configuration.
The company needed a way to automatically provision its new fiber solution to set up customers faster, with fewer resources and without negatively impacting customer satisfaction. If they could accelerate error-free customer installations, the company could start collecting new subscription fees faster while assigning its personnel to more critical priorities.
Senior Director, Network Architecture
Using Itential, the teams created a base Golden Configuration that Adtran placed on each router shipped from their warehouse. This approach allowed the devices to be shipped directly to the customer location, connected to the network, and remotely configured. Orchestrated workflows were then built using Itential to manage the activation process between the ordering and inventory systems, Cisco NSO, and the Adtran router.
The combined solution replaced the company’s manual process with a customized, orchestrated provisioning workflow to automatically update the pre-installed base configuration from Adtran, oftentimes with no onsite support required. In these cases, the router was shipped to the customer site where it was turned on and connected to the network. The automated process continued from there once the router was recognized on the network.
VP of IT, Business Ops
With Itential, they were able to orchestrate the end-to-end provisioning of routers at scale through our:
With Itential, Lumen’s network teams reduced the number of touchpoints to provision Adtran routers from six to one, with the design in place to eventually eliminate all touchpoints. This effort resulted in a significant reduction in activation time, delivering an average of two additional weeks of revenue per customer.
Itential integrates with Lumen’s existing systems (both vendor systems and internally built solutions), which increases the return on past investments and ensures a seamless transition to new processes with minimal retraining required for operations staff. In addition to faster provisioning with fewer resources, the Itential solution is improving the overall quality of new service setups, resulting in happier customers and fewer support requests.
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