ISO 20000 & ISO 9001 -VOIS Egypt

Technology

01 Dec, 2023

Tech

Automation

Market

Egypt

SERVICE LINE

Technology

IMPLEMENTATION PERIOD

2023

KEYWORDS

Service Management, Automation, Service Management System, Service Delivery

SPIRIT BEHAVIOURS

Create the Future, Experiment, Learn fast

Our team in Egypt established a robust Service Management System following the Vodafone Group and Information Technology Laboratory (ITL) standards and guidelines. This experience provided valuable lessons about the importance of adhering to international standards, the benefits of thorough auditing processes, and the significance of efficient service management in a competitive industry like telecommunications.

Challenges and Solutions

Challenges

The business challenge was establishing a robust Service Management System for VOIS Egypt following Vodafone Group and ITL standards and ensuring compliance with the International Organization for Standardisation (ISO).

Solutions

The solution involved building a Service Management System based on Vodafone Group and ITL standards and guidelines. Internal and external audits ensured ISO compliance and made all the necessary adjustments to meet the requirements.

Value and Impact

Certified ISO 20000 and ISO 9001 in VOIS Egypt for IT.

Met international standards.

Ensured efficient service delivery while maintaining quality.

Network Compliance (VCI_IN Network) - IT Operations

At VOIS, we always establish robust firewall rules and network security that prevent unauthorised access to our network. We inspect incoming and outgoing traffic using security rules to identify and block threats.

Technology

| 01 Dec, 2023

Intelligent Ticket Routing - IT Platforms and Automation

We created the Intelligent ticket routing tool for Vodafone Germany and VOIS Egypt to eliminate the complex manual work of our colleagues in the GSL Business Technology team with a zero-touch operation to save their valuable time and effort.

Technology

| 01 Dec, 2023

Intelligent Dispatching Tool - R1

Our Incident Management teams partnered with Vodafone Germany and built a database-to-database connection as a web-based application for fast, automated dispatching techniques, eliminating manual operations where there were delays. Our Intelligent Dispatching (DB) tool is connected to remedy any issues through Amazon Web Services (AWS) data migration services to get all relevant tickets and then pass those tickets to our logic and dispatching algorithm.

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