Unified Global IT Service Management

At a glance

Client profile

Global services group operating in 70+ countries with more than 400,000 employees. Historically grown IT structure with many ITSM responsibilities held at regional or country level rather than globally.

Challenge

All existing support teams (internal and external) needed to work in one central application against unified standards and processes — to unify and improve customer service, reduce lead times, and lift synergies.

What we did

• Program and project planning, including timelines, risks, escalations and progress reporting
• Target Operating Model for run operations: roles, organizational structures, processes, capacity planning
• Detailed gap analysis with all regions and countries in workshops
• Analysis of required interfaces and integrations
• Development of a unified service catalogue and ticket types
• Monitoring of regional and country-specific implementation projects
• Coordination of internal and external resources (architects, developers, software specialists)

Result

Engagement successfully delivered and signed off by the reference customer. Unified global ITSM platform operational.