Customer focus lets Vodafone get simpler—and stronger
After a total transformation, Vodafone Ireland’s ops team has fewer problems, happier users and lower costs.
With more than 2.44 million subscribers, Vodafone Ireland is the country’s leading communications operator. In the highly competitive and dynamic telecommunications industry, Vodafone relies on the strength of its IT department to deliver services that are critical to every aspect of its business, from executive planning to managing customer touch points. But until recently, the company’s IT group had too many management tools and processes.
“We’d fallen into an ‘old school’ approach to providing IT support and service,” says Shane Gaffney, head of IT Operations for Vodafone Ireland. “We were focused on managing the IT estate, instead of thinking in terms of business services and the customer experience.”
This fragmented management model meant that IT processes involved too many hand-offs from one party to another. IT was unable to support the business effectively, and it needed a way to remove silos and institute better governance.
“Our IT Operations group was perceived as introspective, reactive and technology-focused,” Gaffney says. “There was no transparency into how IT provides services, and the business had no insight into what value the IT organization provided.”
Carefully planned success
Gaffney and his team kicked off a transformation of IT operations with HP’s Business Service Management (BSM 9) software and Perform IT, an HP channel partner.
To begin, Gaffney spent six weeks interviewing key IT stakeholders and internal customers. He then reorganized the ops group so that its structure better reflected IT Information Library (ITIL) disciplines. Next, he built a business service model with key performance indicators (KPIs) to define and measure service delivery and quality. The model also allowed Vodafone to clearly identify process owners, and their roles and responsibilities, to ensure accountability and facilitate communication. Finally, they replaced more than two dozen point solutions with HP BSM software.
Problems down, service quality up
Vodafone’s new services framework automatically assesses and correlates events and incidents according to the business-defined SLAs, ensuring ops resources are focused on services. Real-time incident identification ensures that the IT team can detect issues before they affect the business. And many remediation tasks are now automated, leading to better system performance and availability. Now IT personnel are free to focus on other priorities to drive value to the business.
Time-to-repair is shorter, and the success rate for major incident root-cause identification has improved from 40 percent to 90 percent. The number of major incidents has dropped by 28 percent, major incident service restoration times have fallen by 75 percent, and cumulative monthly service downtime has been reduced by 77 percent.
The business’s perception of Vodafone’s IT operations has improved accordingly: Customer ratings of IT service quality as “poor” or “unacceptable” have dropped by 75 percent, and service quality ratings of “good” or “excellent” have leaped by 65 percent. At the same time, Vodafone reduced operational costs. An investment of €409,000 in HP BSM led to savings of €1.2 million—a one-year return on investment of 300 percent.
For more details on Vodafone Ireland’s operations transformation, read the full account in “Vodafone Ireland Implements World-Class Service Excellence with HP BSM.”
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