A Sociotechnical Perspective on Software-defined Networking Adoption in Large-Scale ISPs

Abstract

This study investigates the sociotechnical factors shaping Software‐Defined Networking (SDN) adoption within a major African Internet Service Provider (ISP). Employing a qualitative, single case-study, we conducted semi‐structured interviews with network professionals across provisioning, support, automation, and core teams. Using a thematic analysis, we identified key technical challenges: vendor inconsistency, software maturity and reliability, lack of trust and stability, and cost‐benefit consideration, while technical enablers include efficiency gained through automation, cost-benefit analysis and transformative potential. Social dimensions highlight knowledge gaps, skill erosion, developing a new way of thinking, resistance to change, and the need for a learning culture, while social enablers encompass factors such as perceived cost‐effectiveness, strong vendor relationships, and evolving network professional roles. These findings are synthesized into a conceptual framework illustrating the dynamic interplay of technical and social dimensions. Grounded in the lived experiences of network professionals, this paper offers actionable insights for ISPs navigating SDN transitions.