Driving digital transformation through effective it service management:the case of ethio-telecom
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Date
2026-11-03
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Addis ababa university
Abstract
The purpose of this study is to examine the capacity effective IT Service Management has on driving Digital transformation in the nation's foremost network provider Ethio-Telecom.The success of internal IT service procedures is just as important to digital transformation (DT) in telecommunications as cutting-edge technologies. However, rather than empirically assessing ITSM's efficacy in generating quantifiable DT outcomes, previous research in developing-country contexts has mostly concentrated on ITSM adoption.A mixed-method explanatory design was used. 104 employees at the company's Addis Ababa headquarters completed a structured questionnaire to provide quantitative data, while contextual aspects were interpreted using the Technology–Organization–Environment (TOE) lens through qualitative interviews and observations. ITSM practices account for a significant amount of the diversity in digital transformation outcomes, according to multiple regression results (R2 = 0.661, p < 0.001). The greatest impact is seen in Continuous Service Improvement (β = 0.383), followed by Change Management (β = 0.228), Incident Management (β = 0.260), and Service Delivery Metrics (β = 0.201).Qualitative results show that, even with organized ITSM processes, transformation speed is restricted by reliance on external vendors and a lack of knowledge transfer. By connecting ITSM efficacy to DT outcomes and providing context-specific insights for telecom companies in emerging nations, the study makes a valuable contribution
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Keywords
Digital Transformation, IT Service Management, Ethio-Telecom, Next Horizon Strategy