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
46%
reduction in major incidents in one year
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.
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.
ITIL is used in over 200 countries worldwide and has more than 3 million certified professionals.
From its origins to ITIL 4, ITIL has evolved into a flexible service management framework, adapting to the changing needs of businesses.
Companies and organizations from all industries use ITIL in some capacity.
