Abstract: Today telecom operators main focus is on managing the network and customer experience. This becomes more important for operators who are functional in multiple countries. With operations spanning across multiple countries and each country having its own infrastructure along with people, process and tools, these telecom operators are incurring a heavy operational expenditure on managing customer experience and service uptime. This case study is for MobNet Networks (Name changed) with operations in multiple countries and is a very large operator in American and Latin American market,. MobNet networks want to move from a network and resource, to a service-oriented monitoring setup, and improve its overall customer experience as well as reduce opex by introducing a new organization model. The case study focuses on introducing the challenges for the MobNet Networks and defining the business model for MobNet to effectively introduce service centric monitoring with focus on customer experience.