Driving Service Consistency and Visibility Through ITSM Modernisation, for Spectris Group

Challenges

• Email-Based Ticketing: Manual handling led to delays, SLA breaches, and lack of accountability.
• No ITIL Practices: Disconnected processes made service operations inconsistent and inefficient.
• No Central Reporting: Leadership lacked insight into performance, volumes, and bottlenecks.

Solution Delivered

• Unified ITSM Platform: Implemented core ITSM for both Technology and Business Services units.
• Customized Change Process: Tailored workflows to meet Business Services governance needs.
• Self-Service Access: Enabled employees to raise and manage tickets via Employee Center.
• JML Automation: Rolled out Joiners/Movers/Leavers workflows for employee lifecycle support.

Benefits & Outcomes

• Faster Resolutions: Reduced turnaround time for incidents and requests.
• Improved SLA Compliance: Increased the percentage of tickets resolved within agreed service levels.
• Better Visibility: Gave stakeholders greater insight through centralized knowledge and reporting.