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.