VGS - Global IT Services Support at a lower cost
Customer Profile:
Vodafone Group Service (VGS) provides IT services to Vodafone Operators within 2
major business lines:
- VAS: like MMS, Vodafone Live, and Vodafone Money Transfer offered to Vodafone’s
customers.
- Enterprise applications: for internal Vodafone Employees (like web services, Exchange,
Active directory, and intranet)
Business Need:
Following the 2002 initiative of centralizing the hosting of VAS and Enterprise
applications in Germany, VGS started a new initiative to outsource the support services
to reduce cost and allow them to focus on the core business of enhancing and developing
new services to the market.
The Solution:
- - A roadmap was planned and executed to gradually increase VIS’s global support
scope to VGS, starting with incident management of Enterprise applications, followed
by incident management of VAS and then service desk for both and lately adding proactive
monitoring services
- - During each phase of growth, VIS demonstrated its capabilities in ramping up and
scaling all needed resources in a 50% shorter time frames compared to industry average
and with a ~60% lower cost versus support costs provided in Europe
- - The availability of a large pool of experienced & certified engineers in different
IT support areas was considered as a major solution to VF Group’s business need
- - VIS worked closely with VGS to analyze and enhance the existing support model,
which was then followed by automating the underlying support services to comply
with the ITIL framework
- - VIS’s agility and flexibility in responding to emerging business needs fostered
a partnership with VGS that is based on trust and common goals
Key Customer Benefits
- - 15% consistent over achievement of agreed time back-to-service SLAs
- - 40% decrease in total outage due to the proactive monitoring of the platforms
- - Lower cost of operations