Business Challenge - Our client and their key customers recognised that operational transformation could be achieved through investment in new tools to streamline processes around incident and change management.
  • Our Role in the Solution – Our consultant worked with key stakeholders to identify requirements, and led a sourcing exercise to identify a suitable technology partner to enable the operational transformation.
  • The Outcome – A new tool was implemented, including interfaces with key customers, that enabled significant improvements in data quality and availability.  This was coupled with process enhancements that further benefited users and customers.
  • Achievements – Proactive monitoring tools identified service degradations before they became customer-impacting faults.  Fault resolution times were improved as a result of streamlined processes and data improvements.

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