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Service Through Communication – Tesco Case Study

For global retailer Tesco, service is a key attribute. In addition to 7,800 stores (including franchises) in 12 markets, the company maintains an extensive online presence, reaching millions of shoppers each week.

Determined to bring world-class ITSM organization to its customers, Tesco modernized its IT force and organized around a Service-Oriented Architecture (SOA). This fundamental change in the service organization required an equally dramatic improvement in its notifications to follow issues from discovery through resolution. Today Tesco’s service metrics show that it is delivering on its promise.


  • Improved issue acknowledgment to 98%
  • Service-oriented architecture delivers targeted proactive notifications
  • Implemented in 27 days