Zero Outage: VIER certified as a reliable telecoms supplier

Telekom Deutschland GmbH has established a quality initiative called “Zero Outage” to minimize service downtimes for Telekom customers. The aim of the program is to improve operational processes between Telekom and all service providers. The Zero Outage initiative establishes standardized measures and procedures to ensure the optimal protection of all systems for Telekom customers and to increase quality through professional, predefined and tested processes.

Zero Outage for maximum service quality and reliability

“The purpose of Zero Outage is to reduce the number of major incidents reported per year to zero and to continuously improve both service quality and customer benefit,” explains Stephan Vens-Cappell, VIER IT Service Manager. Key categories of the certification are incident management, problem management and change management. Key quality KPIs are:

• Sense of Urgency: short-term participation in escalation calls 

• Very short mean time to repair (MTTR) 

• Prompt provision of root cause analysis (RCA) 

• Agreement of a Problem Management Solution Rate (PMSRT) 

The certification certifies that VIER works according to defined standard processes in incident, problem and change management that are aligned with an IT framework (e.g. ITIL). It also certifies that VIER offers an escalation manager service that is available 24/7, 365 days a year. “This certification is our clear commitment to service quality and customer satisfaction. With this certification, VIER contributes to the stability of the delivery of Telekom Deutschland products,” affirms VIER CEO Rainer Holler.