Tata Consultancy Services > Case Studies > EDF's Transformation: Enhancing Employee Experience through IT Modernization

EDF's Transformation: Enhancing Employee Experience through IT Modernization

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 EDF's Transformation: Enhancing Employee Experience through IT Modernization - IoT ONE Case Study
Technology Category
  • Application Infrastructure & Middleware - Middleware, SDKs & Libraries
  • Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
  • Equipment & Machinery
  • Utilities
Applicable Functions
  • Maintenance
Use Cases
  • Behavior & Emotion Tracking
  • Time Sensitive Networking
Services
  • System Integration
The Challenge
EDF, a major UK utilities company, was grappling with a highly customized service management system that was largely manual, with limited potential for automation. This made it difficult to predict or prevent system failures and provide a resilient service. The company's IT system for incident handling was purely manual, leaving no room for modernization. EDF wanted to serve its business and residential customers better by improving the response time to rising energy demands. To achieve this, the company needed to provide its employees with the right tools for improved productivity, better collaboration, and an enhanced IT experience at a reduced cost to serve.
The Customer
About The Customer
EDF is a major utilities company based in the UK. The company was struggling with a highly customized service management system that was largely manual, with limited potential for automation. This made it difficult for the company to predict or prevent system failures and provide a resilient service. EDF wanted to serve its business and residential customers better by improving the response time to rising energy demands. To achieve this, the company needed to provide its employees with the right tools for improved productivity, better collaboration, and an enhanced IT experience at a reduced cost to serve.
The Solution
EDF decided to modernize its architecture and automate mission-critical IT services. TCS supported EDF’s transformation initiatives by implementing the Rapid Now 2.0 framework, pre-configured with ITSM industry best practices on the ServiceNow instance. TCS leveraged the RapidNow 2.0 Framework, tailor-made to operate within a reengineered service architecture, and enabled the adoption of ServiceNow, a managed service platform. They extended the use of agile methodology, where each version release produced a minimum viable product with new features. TCS delivered a configurable and centralized ITSM platform in collaboration with mvIT, a portal capable of integrating all IT monitoring tools and providing end-to-end visibility of service health. The platform upgradation enabled a multitude of additional capabilities, including automated provisioning using information technology operations management, systemized security, and vulnerability management using SecOps, while seamlessly integrating with other systems such as M365 through the mvIT portal.
Operational Impact
  • The transformation of EDF's IT landscape led to significant operational improvements. The hosted platform helped EDF integrate all IT monitoring tools and transfer the risk and system maintenance to service providers. This not only provided end-to-end visibility of service health but also ensured maximum uptime. The adoption of the Rapid Now 2.0 framework and ServiceNow, along with the use of agile methodology, led to the creation of a configurable and centralized ITSM platform. This platform enabled a multitude of additional capabilities, including automated provisioning using information technology operations management, systemized security, and vulnerability management using SecOps, while seamlessly integrating with other systems such as M365 through the mvIT portal.
Quantitative Benefit
  • 50% reduction in manual and automated reports using digital, real-time dashboard
  • £180,000 in annual savings

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