Client background & business context

Client: one of the top German direct sellers of ice cream and frozen specialties with a history of more than 50 years, a revenue estimated to 1.215 billion euros in 2020 and over 10.000 employees across Europe

Project: ITIL Service Management 


  • Lack of a standardized Incident Management process that would cover every aspect of an incident across its lifecycle, as well as keep a record of all incident history.
  • Lack of fast response and restoration times that are within the agreed SLAs and are based on a clear process.

Our approach

The collaboration started in 2020, with two Service Managers covering the setup, management, and implementation of the Incident Management process by applying ITIL Best Practices.

Along the way, the process was constantly adjusted and improved to fit the needs of the organization and was followed by a 24/7 Monitoring and DevOps Support Teams, who worked together to provide an end-to-end service.

One year later, based on the reoccurrence of high impact incidents, the Major Incident Management process was created and implemented within the client’s organization.

Key steps:

  • We set up, manage, and implement Incident Management process by applying ITIL Best Practices;
  • We identify areas of process improvement and implement the upgrades agreed upon with the client;
  • We oversee the Incident Management process adoption and usage;
  • We provide a transparent and accurate reporting of all incidents, based on the client’s requirements.


Before anything else, the fact that we have built and maintained a close professional relationship with the client and other stakeholders, based on trust and respect. In addition to that, a standardized Incident Management process which enabled our client to: 

  • Prevent issues from reoccurring or minimize the impact of the ones that cannot be prevented, by having the ability to document solutions;
  • Have an accurate and transparent overview of all incidents, as well as their history;
  • Improved response and restoration times.

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