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Adoption of ITIL Foundation to Address Issues Related to Incidents and Problems

A case study to show how taking up ITIL foundation certification helped a company solve its issues of doing redundant work related to incidents and problems.

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Adoption of ITIL Foundation to Address Issues Related to Incidents and Problems

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  1. Adoption of ITIL Foundation to Address Issues Related to Incidents and Problems (Case Study) www.certificationplanner.com

  2. Introduction • My name is George. Back in 2017, I was working for an IT solution provider. The major clients for the company were HR service providers. With an aggressive leadership team, the company was acquiring clients at an extraordinary pace. • With the increase in the number of HR service providers in India and China, the challenges faced by these service providers increased as well and subsequently the company supporting these organizations had to be innovative to support these companies www.certificationplanner.com

  3. Challenge • The company adopted ITIL in 2017 so that it could effectively meet the challenges thrown at it. • With most of our clients being HR service providers, they processed multiple payrolls. The total number even went up to 50000 sometimes. www.certificationplanner.com

  4. Realizing the value of ITIL • Being an ITIL foundation certified personal, it was clear to me that we needed a team which had extensive knowledge of the ITIL framework. • The problems created were exclusive result of lack of knowledge of ITIL framework and best practices. www.certificationplanner.com

  5. Steps taken • Establishing a service desk: In contrast to having a separate tab for different clients, it acted as the single point of contact. • Maintaining a problem repository: With an extensive list of problem face, the process of providing solutions became much quicker. • Defining appropriate metrics for monitoring the problem management process. www.certificationplanner.com

  6. Result • Improved and prompt communication with clients. • Development of foresight with respect to incidents and problems. • Better customer satisfaction. • Elimination of redundant tasks. • Improved IT solutions. www.certificationplanner.com

  7. Contact us +1 8553221201 support@certificationplanner.com 2150 South 1300 East Suite 500 Salt Lake City, UT 84106

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