The Customer

World-wide leader in providing fully integrated industrial service solutions. Since 1920, our customer has provided the best services and products in the industry.

The Challenge

Assist the IT organization in assessing the need for enterprise governance, design a program of change to enable a focus on IT Service Management, and implement cultural, process, aasociated nd technology changes.

The Solution

• Initial COBIT/ITIL gap analysis and prioritization
• Adoption of ITSM processes and Service Now reconfiguration
• Implement culture change, training, & sponsorship
• “Re-launch” of Service Desk
  
  

The Results

• United IT Leadership, Service Desk, and Engineering groups
• Successful go-live with new Service Desk processes and ServceNow configuration
• New metrics available for leadership action