Transforming an Organisation’s IT Service Management

We have recently completed a project for a multi-national customer to transform their IT service management capabilities in only eight weeks. We achieved that by utilising a structured methodology and the easy to use process discovery and capture solution from Process Master.

Their Challenges

• ITSM processes not clearly defined and standardise
• Tools focus - no service or process orientation
• No clear definition of roles and responsibilities
• No integrated view of processes (silo based – Unix Team , Network Team, Desktop Team)
• No group wide guidelines and process documentation
• Users not satisfied with level of support
• Service level not clearly defined
• No ability to accurately track performance

And Goals

• Create standard support processes across the organisations
• Continuously improve the quality of IT services
• Make IT a business enabler
• Improve service level and user satisfaction
• Align IT services with the current and future needs of the business and its customers
• Provide more services for the same cost, and reduce the long-term costs of service provision

What was achieved?

• Service consistency and stability – repeatable processes
• Improved user satisfaction
• Identified clear responsibilities and authorities
• IT infrastructure under control
• Better use of resources – IT and the Business
• A shared ITSM process portal is available to the whole organisation (easily accessible on intranet)

The below presentation provides further details:

| View | Upload your own