Brazil
Press Release

TIM adopts ServiceNow technology to optimize IT services

Bnamericas Published: Monday, August 29, 2022

This is a machine translation of TIM's press release

Rio de Janeiro, August 2022 – First operator in Brazil to migrate 100% of its data centers to the cloud, TIM announces another step in its digital transformation trajectory. It is an ITSM (IT Service Management) solution implemented in July of this year, which is part of a broad project, focused on more productivity and service efficiency. With ServiceNow as a new provider of IT management solutions, offering a cloud platform and automation system, the new solution is able to optimize the operator's internal technology demands.

For André Costa, Director of Operations at TIM Brasil, the solution is part of the operator's strategic plan, which involves digitizing all processes, including service and relationship platforms. “TIM expands automation to accelerate the solution for Network and IT requests, freeing up teams more quickly, so they can focus on more services that impact on increasing customer satisfaction”, explains André. “We have a project to be the most beloved operator in Brazil, and having more efficiency in service is one of our priorities. Therefore, we have the best partners in each segment to continue this project”, he adds.

“We are honored to have been chosen as strategic partners and actively participating in TIM's Digital Transformation. After all, the focus will be on automating the processes of IT services, giving agility to the resolution of tickets, increasing productivity and thus improving the user experience”, highlights Raul Miyazaki, Head of Strategic Accounts at ServiceNow.

The adoption of ServiceNow's IT and Network environment will make it possible to handle complaints and technology requests on a single platform, in a faster and more efficient way, making it possible to find answers promptly, and thus, be more agile in the delivery of the solution.

The platform will serve the internal public, verifying demands for support for computers and stores, hardware or software, which will now be available on a single integrated platform. With the improvement of processes, the expectation is that the adhesion to ITSM ServiceNow will also impact on cost reduction.

About TIM

“To evolve together with courage, transforming technology into freedom” is the purpose of TIM, a leading operator in mobile coverage and 4G presence. A pioneer in 5G tests, it is also ready to be the protagonist of the technology that will revolutionize different sectors of society, in line with its slogan: “Imagine the possibilities”. Committed to the best environmental, social and governance practices, it integrates important portfolios on the Brazilian stock exchange, such as Novo Mercado, S&P/B3 Brasil ESG and the Corporate Sustainability Index. It is listed in the Sustainability Yearbook 2022, which brings together the most sustainable companies in the world, and was the first operator to obtain ISO 37001 certification, against bribery. It is also part of the Bloomberg Gender Equity Index and leads the Refinitiv Diversity & Inclusion Index among companies in Brazil and in the global telecom sector. For more information, visit www.tim.com.br

About ServiceNow

ServiceNow (NYSE: NOW) makes the world of work work better for people. Our platform and cloud-based solutions help digitize and unify organizations so they find smarter, faster, better ways to get work flowing. So that employees and customers can be more connected, motivated and agile. And so that we can all create the future we envision. The world works with ServiceNow. For more information, visit: www.servicenow.com.

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