IT Operations Automation
Vale's global mining workforce was losing time waiting for IT issues to be resolved under a traditional SLA-driven model, creating productivity, collaboration, and safety problems across remote operations.
Reported impact
Vale cut support-resolution times dramatically, supports a much larger global device estate with stronger first-line resolution, saves money by recovering underused hardware, and gives employees a more stable and responsive workplace technology experience.
Vale and DXC rebuilt end-user support with Oxygen, a digital employee-experience program spanning field services, service-desk operations, equipment provisioning, and automation. Smart Digital Lockers let employees collect or replace devices without travel, Virtual Service Lounge provides remote support, and proactive monitoring uses real-time device data to detect issues before work is interrupted. Vale then added Digital Employee Experience (DEX), a predictive model that combines device telemetry, sentiment analysis, and automated asset tracking to surface friction, prevent incidents, and recover underused hardware. The implementation connects signals from 60,000 PCs and 30,000 mobile devices across 216 sites to workflows that resolve tickets faster and stabilize systems. The source does not name a separate storage product, but it clearly describes an AI-driven IT-operations stack that turns workplace telemetry into proactive support and asset optimization.
Endpoint telemetry, sentiment signals, and asset-tracking data from Vale's global device estate flow into DEX, while Oxygen orchestrates field-service, service-desk, and provisioning workflows. Employees then receive support through the Virtual Service Lounge and Smart Digital Lockers, and predictive insights are used to resolve issues before they disrupt work.
"DEX, a predictive, insight-driven model designed to prevent IT issues before they occur."
"Key innovations included Smart Digital Lockers which allow employees to replace or collect devices without traveling, a Virtual Service Lounge for instant remote support and proactive monitoring that uses real-time device data to detect and resolve issues before they disrupt work."
"Over 2,000 tickets are now handled monthly with stronger first-line resolution"
"Resolution times fell from 40 hours to under 4 hours"
"This system uses real-time device telemetry, sentiment analysis and automated asset tracking to give Vale deeper visibility into how its employees experience technology."
"Vale has saved $188,000 annually by recovering lost or underused hardware."
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Traceability
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