Client background & business context

  • Client: globally leading lighting manufacturer with a history of more than 100 years, a revenue estimated to 3039 billion euros in 2020 and nearly 21500 employees around the world
  • Project: ITIL Service Management

Challenges

  • Lack of a unified service: one that would provide the company with an accurate and transparent overview of all incidents, problems and changes which undeniably occur within the organization
  • Lack of dedicated experts who would be able to set up, manage and develop processes based on specific requirements and needs.

Our approach

This is a good example of how a long-term professional relationship can be gradually built, relying on trust, consistency and proven results. We started off back in 2017, with two Service Managers covering the setup and development of the Problem Management process within the client’s organization. Only one year later, we grew the team and were given the responsibilities of the Change Management process. At the end of 2019, our client decided to also begin the Configuration Management process, which required an active involvement of an additional expert.

The main reason for having this growing collaboration is simple: we know that whatever we deliver to our client, it requires more than just technical capabilities – there is also a need to coordinate and manage the suitability, consistency, quality and success of services, to make sure we provide business value and continuity.

Consequently, a key element in our service management delivery involves thoroughly discussing and agreeing what this value is with the client/service user. All parties should have a common and agreed definition of what the value outcomes are, the quality levels, costs etc. And that is why we believe that effective service delivery relies on engagement, collaboration and good relationships. Because the value is created not only by the components of the services, but rather when these are accessed and used. In other words, value is “co-created” by stakeholders and ongoing feedback is essential for us.

We apply the ITIL V4 focus on Agile and modern service delivery, as our certified ITIL practitioners utilize the potential of cloud, DevOps and digital transformation to solve our client’s business issues, improve their IT capability and implement new capacities that can provide business value.

Key steps:

  • We oversee the Change and Problem Management processes adoption and usage by applying the ITIL Best Practices.
  • We identify areas of process improvement and implement the upgrades agreed upon with the customer.
  • We enable the Proactive Problem Management process by analyzing different criteria on a monthly basis.
  • We roll out the Problem and Change Management processes within different areas of the organization.

ITIL Service Delivery Definitions:

  • Problem Management – the practice used to avoid, remove and minimize incidents and recurring issues, by identifying trends and taking actions to remove root causes.
  • Change Management – the practice to control and manage any changes to the services, by assessing the risk and potential impact of downtime, avoiding carrying out changes in critical business periods and minimizing any impact of unplanned changes.
  • Configuration Management – the practice of defining and maintaining records of assets, technology, people and other organizational details in order to map and assess relative risk and interdependence, as well as keeping accountable records.

Results

Before anything else, the fact that we have such a close professional relationship with our client, based on mutual trust and respect, is the most important outcome of this ongoing collaboration.

Adding to that are the clear benefits of deploying ITIL best practices in every ITSM aspect:

  • Enable business value by implementing and improving standardized processes
  • Prevent issues from reoccurring or minimize the impact of those that cannot be prevented
  • Support the timely and effective implementation of business-required changes
  • Improve the visibility of IT costs and assets
  • Ensure a better management of business risk and service disruption or failure
  • Deliver faster and more flexible service delivery practices

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