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Powering Growth at Vodafone

Α success story on how Vodafone achieved service excellence with ITIL
How did a global telecoms giant bring clarity to complexity when dealing with IT Service Management practices? Here's the story of how Vodafone did it.

ITIL is the most widely used global best practice framework for the management of IT and digitally enabled products and services. By implementing ITIL, Vodafone managed to streamline operations and deliver measurable business value across the organization.

The story
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How ITIL helped VODAFONE achieve an end-to-end service management approach.
Impact in one year
46%
reduction in major incidents in one year

The background
The architecture behind Vodafone’s service strategy

At the heart of Vodafone’s digital operations is a carefully architected approach to service management, which is designed to scale across a global organisation.

Led by Jason Hamer, the Service Management, Architecture and Governance team ensures that everything from frameworks to analytics is aligned with best practice. By establishing a robust Process Centre of Excellence and embedding ITIL standards throughout the business, Vodafone creates the operational foundation needed to deliver seamless services across continents.
Delivering scalable practices across Europe

From Portugal to Poland, Vodafone has adopted a pioneering model, providing ITIL practices as a service.

Spearheaded by Andreia Martins, the Global Digital and IT Service Management team offers nine ITIL practices to its European markets and technology functions. This approach ensures consistency, accelerates adoption and empowers local teams to deliver outstanding service experiences to customers.
Why choose ITIL?
82%
of Fortune 500 companies use ITIL

ITIL is used in over 200 countries worldwide and has more than 3 million certified professionals.

30+
years in the market

From its origins to ITIL 4, ITIL has evolved into a flexible service management framework, adapting to the changing needs of businesses.

50k+
companies have adopted ITIL

Companies and organizations from all industries use ITIL in some capacity.

Discover the full story
Download the case study
Explore how having a common framework like ITIL gives Vodafone a commonality of language, goals and the concept of delivering value and services to the business.
ITIL knowledge has enabled consistency in the service management support provided across Vodafone’s markets, with subject matter experts offering both theoretical and practice experience in how ITIL service management practices link together.