Case Study: Vodafone achieves best-in-class self-service IT for 150,000 employees with BMC Software's MyIT

Leading mobile carrier Vodafone delivers a bestin-class self-service IT experience to its 150,000 worldwide employees

Vodafone, the world’s second-largest mobile operator, needed to keep 150,000 global employees productive but faced a fragmented internal IT landscape: 31 separate service desks on 23 platforms handling about 250,000 tickets a month. The inconsistent, inefficient support channels risked slowing employees across offices, homes, and remote locations and undermined service excellence for customers.

Vodafone implemented BMC MyIT to give employees a consumer-like, context-aware self-service experience on desktop or mobile, delivering answers and tools tailored by role and location. The solution diverted many level-one requests away from the service desk, sped up problem resolution, reduced IT workload, and improved employee satisfaction and productivity.

Vodafone

Karine Brunet

Head of IS Transformation and Shared Services