| ITIL process consulting – Unleash potential of IT service processes |
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| The idea |
| ITSM mature service management processes enable an IT organization deliver customer aligned, business critical, value added IT services efficiently and effectively resulting in improved ROI on IT. |
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| The client |
| A large textile company in US in the retail space |
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| The business challenge |
| Business disruption owing to IT was a constant threat owing to disparate, disintegrated service support functions. Service support was at risk owing to silo processes. There was a scope to introduce the capability of IT service support with incident management and problem management not well defined. Process maturity and service support reliability was also an issue due to lack of standard documented process. |
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| The solution |
| Operations excellence practice made effective use of ITSM Best practices framework to perform Gap analysis for existing processes. Unified and Centralized to-be Change Management Process for the organization was defined. To-be processes were defined in line with specific client requirements and best practices. Process for Emergency changes and conducting Post Implementation Reviews were streamlined. |
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| Business benefits |
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Refined IT Service Management Processes to provide process effectiveness |
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Extending access to Service desk across organization result in reduction of incidents and increase user satisfaction |
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Unified and centralized Change Management process for Applications and Infrastructure by defining Configuration Management Database (CMDB) with relationships built |
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A prioritized roadmap designed to realize maximum benefits from limited Client resources; identifying short term, quick wins |
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