LeasePlan Information Services' Service Support Department: ITIL Case Study

Sandra Duigenan

March 2015

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ITIL provides a professional approach to service delivery, using a common framework with in-built controls. As an accepted standard, it allows us to have a common language across teams and departments.

How did you approach ITIL’s adoption?
How does ITIL make things easier?
What were the biggest challenges when adopting ITIL?
Is everything perfect now?
What are the current challenges?
What achievements are you most proud of?
How do you address ITIL with regards staff training and certification?
What plans do you have for the future?
Advice for those considering ITIL
Trade marks and statements
Current rating: 2.5 (2 ratings)


18 Nov 2015 Michael Imhoff
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This document just lists standard textbook ways of implementing ITSM using ITIL. Nothing new and nothing detailed.
18 Nov 2015 Toby Moore
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Hi Michael thanks for the comment, and sorry if you didn't find this study useful. For this particular publication, the target reader is an organization or service manager with low-mid level ITSM maturity, most likely at the early stages of their ITIL journey.

If you are looking for something more in-depth we do have other case studies that you might find more suitable. In particular our publication on Disney has more detail around achieving board level buy-in to ITIL and driving the adoption and appreciation for ITIL through the entire business. Here is the link:
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