Vodafone’s service management approach for corporate customers is based on a simple federated architecture on ServiceNow. It brings together information from various systems designed and implemented with the business using SAFe Agile methodology.
Highlighting the success of the project and remarking on TCS’ contribution all along, Youcef says “We have reduced the number of incidents by 51%; reduced the time to recover service by 88%, and improved SLA compliance by 21%.”
Lauding TCS’ role as the implementation partner, Youcef says “TCS has shown the right level of leadership, the right level of skill: the balance between providing deep expertise on areas where we did not have expertise and being able to leverage on the expertise that was on the ground and knowledge on the ground from Vodafone.”
Youcef talks about how TCS managed to leverage expertise and experience from within and outside of Vodafone, and was able blend all these learnings to drive a successful implementation. He says, ” TCS had the right touch between leadership drive and the ability to follow and listen.”