Company Overview

Vodafone Idea Limited (Vi) is India's leading telecom service provider. Its large-spectrum portfolio supports the growing demand for data and voice services across India with 2G, 3G, and 4G platforms. Vi is helping create a truly “Digital India” by enabling millions of citizens to connect and build a better tomorrow. The company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future-ready with innovative offerings accessible through an ecosystem of digital channels and an extensive on-ground presence.

The Challenge

As one of India’s leading telecom operators, Vodafone Idea (Vi) is committed to delivering a seamless, agile experience to its 223 million subscribers. Internally, the company sought to reflect this agility by modernizing its IT Service Management (ITSM) system. With over 16,000 employees and partner resources relying on ITSM for issue resolution and tech support, the existing on-premises setup posed significant limitations. Employees could only access the system via the VIL network or specific connections, delaying ticket creation and resolution—critical factors in a dynamic telecom environment.

In a sector where minimizing Mean Time to Identify (MTTI) and Mean Time to Resolve (MTTR) directly impacts operational efficiency and customer satisfaction, Vi recognized the urgency of moving to a cloud-based ITSM solution. A cloud-first approach promised faster problem identification, reduced downtimes, and the ability to provide access from any device, anywhere. However, with great rewards came inherent risks: ensuring a seamless migration, maintaining security, and integrating with existing systems.

To overcome these challenges and deliver tangible improvements, Vi chose BMC Helix ITSM as its trusted partner.

The Solution

Before transitioning to a cloud-based ITSM solution, Vi conducted a meticulous evaluation to ensure the migration would meet its unique requirements as a telecom provider. Key considerations included the ability to handle complex integrations, deliver superior customization, and offer proven expertise in reducing MTTI and MTTR.

Vi’s longstanding partnership with BMC, dating back to 2008, made BMC Helix ITSM the clear choice. The migration process, including multiple critical integrations, was completed seamlessly in January 2023. With BMC Helix ITSM, Vi deployed advanced AI-driven tools to streamline processes, enabling faster root cause identification and automated ticket resolutions.

“BMC takes care of the infrastructure and security so we can focus on ITSM deliverables,” says G.P. Singh Chugh, General Manager of Corporate IT at Vi. “We’re already seeing measurable improvements in MTTI and MTTR, directly benefiting our operations and service quality.”

The Results

Since implementing BMC Helix ITSM, Vi has transformed its ITSM processes, leveraging automation to resolve 38% of work orders without manual intervention. Specific use cases such as password resets, ID management, and VPN enablement have significantly benefited from this automation, reducing the average MTTR.

AI-enabled insights via BMC Helix dashboards have further accelerated problem identification, lowering MTTI and enhancing decision-making capabilities. Reporting efficiency has increased by 80%, while proactive measures have reduced ticket volume by 20% as employees increasingly rely on self-service solutions.

The results speak volumes: Vi has achieved a 92% improvement in work order resolution times, enabling faster service delivery across the organization.

Looking ahead, Vi plans to explore advanced features like AIOps, chatbots, and major incident management modules to further optimize its operations and remain at the forefront of telecom innovation.