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

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

EDF's Transformation: Enhancing Employee Experience through IT Modernization

Tata Consultancy Services

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
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. Read More
About 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. Read More
Customer Name	EDF Energy Read More
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. Read More Log in to view content
Contents

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

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.

About 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.

Customer Name

EDF Energy

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.

Impact #1	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.

Impact #1

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.

Benefit #1	50% reduction in manual and automated reports using digital, real-time dashboard
Benefit #2	£180,000 in annual savings

Benefit #1

50% reduction in manual and automated reports using digital, real-time dashboard

Benefit #2

£180,000 in annual savings

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Overview

EDF's Transformation: Enhancing Employee Experience through IT Modernization

Operational Impact

Quantitative Benefit