Skillsets

• Process engineering
• ITIL & ITSM

ITIL Incident Management Process Engineering

Case Study

Background

Client was rapidly growing and the processes for managing IT service management areas were not scaling. Incident management was a key focal point after an outage exposed deficiencies to customers.

What We Did

We met with key executives and staff members and collected data necessary for understanding the underlying issues. Using best practices as the target and building on existing processes, we implemented a full incident management program. This included a full training and communications program for executives, and staff.

What We Achieved

The client began using some of the approaches during incidents and realized immediate benefit. A new process for communications was implemented, including communications vehicles for the technical teams, executives, and customers. A detailed incident review process was developed, where root cause and preventative actions were developed.

These approaches were deployed globally.

Contact Harvard Partners to learn more about our Incident Management Services»

Summary