NTT Docomo, a leading Japanese telecommunications company, implemented zero-touch service operations using ServiceNow IT Service Management to automate remote network maintenance. This initiative, launched in 2020, aimed to enhance efficiency and reduce human error in managing their expanding 5G and IoT services. By automating these processes, NTT Docomo achieved a 75% reduction in recovery time and redeployed 30% of staff to more impactful work, allowing the company to focus on strategic transformation initiatives.

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