Amadeus and ITIL 4 Case Study

Chris Dolphin

August 2019

This case study describes how business solution provider Amadeus used ITIL 4 to move their IT service management from the process-driven approach of ITIL v3, and how this provided a human-centred approach that enabled the organization to support culture- and customer-centric changes and helped them renew their focus on providing value.

IT service management in Amadeus – A time for change
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Current rating: 3.8 (4 ratings)


9 Aug 2019 Anthony Reese
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Informative example of co-creating value and customer service.
10 Aug 2019 Cassandra White-Graves
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Collaboration and communication, identifying process improvements and making sure the organization had and understanding of the issues and how to move (training, process improvements etc) is key to adding value and results. Awesome achievement!
20 Jun 2020 tapati choudhary
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An informative case study on the transformation from ITIL V3 to ITIL 4 successfully . Incidently i happened to train a team of IT professionals of Amadeus in 2018 on ITILF , it has been a rewarding experience to train the highly motivated team on the framework.
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