How a Large Real Estate Company Focused on Formalising ITSM to Gain Credibility with the Business, Improve the IT Performance and Build a High-Performing Team.
In 2016, the recently appointed national technology services manager of a well-known real estate company. The manager was seeking to formalise and uplift key IT operational controls, while modernising the experience for employees interacting with IT.
The goal was to establish an improvement program which focused on four key areas. One: establish contemporary best practice ITSM control processes (incident, problem, change, CMDB & knowledge); two: replace the legacy service desk tool with a modern single system of action; three: improve credibility with employees while connecting with IT. This is accomplished through the delivery of a single and easy-to-use self-service portal and automating back-end tasks related to requests; and lastly, four: energize and uplift IT service delivery into a high performing team.
How a Major Business Disruption was the Catalyst for Formalising the Major Incident Management Process, Structuring Communications and Empowering the Executive Team to Gain Control During Major Business Disruptions