How ITIL has helped organizations worldwide deliver digital transformation
Discover how leading organizations across industries have used ITIL to overcome challenges, improve service delivery, and drive meaningful business outcomes. These stories highlight how ITIL supports effective service management and contributes to long-term organizational growth.
Validating Service Excellence with ITIL
See how ITIL Maturity Model certification strengthens IT service management value.
Vodafone used the ITIL Maturity Model for independent assessment.
Proved measurable improvements in service management.
Achieved maturity level 4 certification.
The Background
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.
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.
Proof in Numbers
ITIL's impact on Vodafone
"ITIL service management delivers a huge amount of value to Vodafone because it has industry recognition and sets industry standards across the globe."
Jason Hamer, Service Management, Architecture and Governance Lead at Vodafone
3 times
higher service uptime and availability year over year
46 % reduction
in major incident volumes
364 hours
back to business teams compared to previous year of services
Spotify is famous for its autonomous approach for scaling agile development. But to maintain a high-quality experience for users, they needed a framework that would align IT service delivery with business strategy. And that's where ITIL changed the game.
Using ITIL practices, Spotify identified and solved four key challenges on their journey towards agile operations:
• Visualizing the total workload
• Managing work overload
• Coordinating the needs of internal users
• Managing different types of work
Building customer trust with service delivery improvements
Connecting thousands of investors with local SMEs across Quebec is a major undertaking, with stakeholder trust at the top of the list of priorities. Fondaction needed to ensure they could deliver a consistently high-quality service to their customers - and ITIL was central to their efforts to raise standards across the organization.
With ITIL in place:
• Customer satisfaction has increased to 4.95 out of 5
• Successful change completion has improved by 7 %
A smarter way to optimize managed services with ITIL
With a globally distributed team of more than 15,000 service professionals, HPE Managed Services is focused on driving the business forward for stakeholders to ensure IT runs at optimal performance, reliability and cost-effectiveness. Adopting the ITIL framework was key to helping HPE improve customer satisfaction, facilitate continuous improvement and to optimize the total cost of ownership.
Using ITIL 4, HPE has seen:
• 50 % reduction in major incidents
• 25 % reduction in MTTR
• 3.5 % increase in change success rate
and much more.
Managing the pivot from hardware to digital services
Shifting from being a globally renowned manufacturer to digital-focused service provider required Panasonic to transform their processes and culture from the inside out. ITIL 4 was crucial to setting a common goal between individuals, teams and the organization, allowing them to define a service value system that allowed everyone to create value together. Panasonic has now trained more than 2,000 ITIL 4 certified employees. The training program was well-received, with 40 % of Panasonic respondents expressing strong support for the ITIL courses.
Travel software developer Amadeus had an effective and efficient process for managing internal service support. However, the process was too slow and ineffective for customer-facing operations. By adopting ITIL 4, Amadeus transformed their service management and delivery processes.
By building a new Level 3 support team to deal with no-code application issues, Amadeus has seen significant improvements, including:
• Reducing fix times from 10 days to 6
• 90 % resolution rate for certain application fixes
• A significant reduction in demand for developer-led resolutions
Using ITIL practices, Spotify identified and solved four key challenges on their journey towards agile operations:
• Visualizing the total workload
• Managing work overload
• Coordinating the needs of internal users
• Managing different types of work
Read the full story