Vodafone Business, ServiceNow AI collaboration
April 24, 2025
Vodafone Business and ServiceNow, the AI platform for business transformation, have announced a five-year strategic collaboration to launch the next era of AI-powered service management. The solution is designed to transform the service experience for business customers with AI capabilities on the ServiceNow Platform that enable Vodafone to resolve queries, detect and fix service anomalies and deploy tools, faster.
The solution supports Vodafone Business’s portfolio of fixed and mobile connectivity products, along with new digital services, offering business customers a highly personalised experience. It will give Vodafone Business a single view of customers’ networks and applications both at a local level and across multiple countries and regions, enabling faster and more accurate responses to service requests and issues.
Marika Auramo, CEO of Vodafone Business, commented: “Vodafone and ServiceNow have created a highly programmable and self-adaptive AI solution befitting of the digital age. With AI at its core, we can more easily and effectively support customers with their connectivity needs and digital journeys from large multi-national customers to smaller companies, globally or locally.”
Paul Smith, president of Field and Customer Operations at ServiceNow, added: “This collaboration brings together the power of ServiceNow’s AI platform with Vodafone’s deep telecom expertise to give businesses a more proactive, end-to-end view of their services. Together, we’re delivering AI-driven solutions that help service providers move faster and stay ahead of customer expectations as they evolve.”
The collaboration combines Vodafone’s expertise in managing complex networks with ServiceNow’s purpose-built Service Assurance solutions for telecoms, including Telecom Service Management (TSM), Telecom Service Operations Management (TSOM), and Network Inventory Management. This is accelerated by the power of agentic AI, with ServiceNow’s telecom industry AI agents executing intelligent, context-aware actions that work across the service lifecycle.
As ServiceNow’s launch collaborator, Vodafone supported on the development of the solution, which uses AI, machine learning (ML) and agentic AI to help predict, minimise and manage service interruptions. In addition, Vodafone’s enhanced service management (ESM) software code, developed by the company, will be exclusively licenced to ServiceNow for integration into TSOM. This helps ensure a uniform experience across all Vodafone Business customer touchpoints, including online, email, and telephone interactions, delivered through Vodafone Operations teams.
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