Customer case
Designing, Optimizing, and Outsourcing Service Processes for a Leading Software Company
Challenge
The IT Service Management faces challenges due to outdated, unmanaged or missing processes, capacity limitations and a complex application landscape. Customer Service quality is negatlively affected by these factors.
Consulting and Software Development are lacking coordination and process clarity, leading to low development velocity, high percentage of rework and insufficient planning capabilities.
The application landscape suffers from insufficient configuration and integrations, limited process clarity and use proficiency.
Our approach
- Understanding the as-is process and application landscape
- Analysis of application landscape in terms of usage, configurations, integrations, user experience, user proficiency and purpose evaluation
- Analysis of ITSM overall situation, structural investigation, customer service experience, customer agent experience, ITSM software, Service Management Agreements and key KPIs
- Workshop series with Consulting and Development teams on various topics to investigate capabilities, pain points and bottlenecks
- Analysis of software development process with stakeholders
- Cleanup of unmanaged tasks and work items in several applications to improve visibility and ability to manage priorities
Outcome
Process Redesign
Redesigned software development process towards an agile, iterative approach. Institutionalized recurring meetings and events, improved communication, user story writing and refinement practices, redesigned testing processes, conducted trainings for developers and consultants.
Software landscape
Cleaned 3 applications from outdated work items, reconfigured applications and GUI´s to fit process and user needs, conducted gap-analysis and user trainings, improved integrations, rationalized one application and facilitated the migration of data and team members.
Complete ITSM Redesign and roll-out of ITIL
Redesigned ITSM processes based on customized ITIL methodology. Facilitated outsourcing of Level 1 Service Managment and migration to better ITSM software, provided trainings to team members.
Management enablement
Improved management capabilities, reduced day-to-day management requirements, improved internal communication & coordination, provided Mgmt trainings, facilitated change towards a positive company culture.
Now
400%
2/3
1000+
100%