What’s Behind Vodafone Business and ServiceNow’s New Partnership?

Vodafone Business and ServiceNow have partnered with a five‑year strategic collaboration to launch an AI‑powered service management solution. It is designed to transform the service experience for millions of business customers with AI capabilities on the ServiceNow Platform that enable Vodafone to resolve queries, detect and fix service anomalies, and deploy tools faster.

Vodafone is integrating ServiceNow’s AI-powered telecom service assurance tools across its operations. The collaboration is built on ServiceNow’s Telecom Service Management (TSM), Telecom Service Operations Management (TSOM), and Network Inventory Management products. It also uses agentic AI that can act autonomously and contextually across service processes.

According to the shared press release, the solution is already live in Ireland, where early results indicate a 45% increase in customers’ digital channel usage and a fourfold jump in satisfaction scores. Vodafone also migrated 600 customers and 28 products to the new system in just a few days, whereas normally, this process would have taken several weeks. 

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.

Marika Auramo, CEO of Vodafone Business

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.

Paul Smith, president of Field and Customer Operations at ServiceNow

Centralized Visibility and Faster Fixes 

This partnership is said to cut resolution times from hours to minutes in some cases. The company will now have a single, consolidated view of a customer’s services, whether they’re operating in one city or across multiple countries. 

Moreover, Vodafone’s internal enhanced service management (ESM) software is now licensed exclusively to ServiceNow. This will give consistency across all customer touchpoints including email, and voice-based interactions.

Reducing Case Volume, Scaling for SMEs 

The company is also taking an AI-first approach, which is expected to automate a bunch of routine tasks that usually take up a big part of customer service agents’ time. As a result, agents will be able to focus on more complex tasks, while SMEs will self-manage services through a new single portal.

The collaboration also plays to each company’s strengths. Vodafone brings its experience managing vast and complex telecom networks, while ServiceNow provides a purpose-built AI platform with telecom-specific capabilities. 

To keep this platform secure, Vodafone will use its data “ocean,” combining real-time analytics with ServiceNow’s platform to detect anomalies and security threats proactively.

That’s all we have for now. However, the partnership between Vodafone Business and ServiceNow seems promising. While the majority of AI projects in the telecom space today focus on flashy customer-facing chatbots, this partnership is betting on back-end automation and network intelligence, areas often ignored but critical for operational efficiency.