IT Services
ITSM Transformation – ITIL v4
Structured IT service management following best practices
- Industry
- IT Services
- Timeline
- 18 months
Challenge
IT services organization without structured service management processes. Classic ticketing without CMDB, unclear responsibilities, and missing asset transparency led to inefficient problem resolution and lacking service quality.
Solution
ITSM Platform Implementation
- Atlassian-based ITSM suite implementation
- Configuration Management Database (CMDB) setup
- Integration of existing tools and systems
Process Framework
- ITIL v4 training and process introduction
- Incident, problem, and change management workflows
- Service level definitions and KPI tracking
Knowledge & Documentation
- Knowledge base development
- Service catalog creation
- Self-service portal for end users
Results
- Structured problem and change management established
- Complete asset transparency through CMDB
- Improved service quality and speed
- Self-service rate increased by 40%
- ITIL v4-compliant processes implemented
Key Technologies
- ITIL v4
- Atlassian (Jira Service Management)
- CMDB
- Service Catalog
- Knowledge Management