Published 12 Jun 2019
0.5 CPD Points
This case study describes how P3M3® is helping London Underground to save money, provide a better service and empower its staff.
Benefits realization|Capabilities|Customer Engagement|Management|Maturity models|P3M3|Portfolio Management|Programme management|Project management|Senior team|Stakeholder engagement
Published 09 Oct 2018
Mercantil Bank, a commercial bank headquartered in Florida, shares their experience of adopting ITIL and ITIL processes to help improve their ITSM and delivery of services.
Adopt and Adapt|Best practice|Change management|IT Service Management (ITSM)|IT services|ITIL|Service Management
Published 27 Dec 2018
This case study describes how software provider Aquila Heywood adopted ITIL to address incident management issues and their ability to communicate vital information to customers.
Continual Service Improvement (CSI)|Customer engagement|Incident management|IT service management (ITSM)|IT services|ITIL|Value
Published 20 Dec 2018
Horacio Gutiérrez, lead ITSM consultant, working for EY in collaboration with Grupo Bimbo, explains how their ITIL transformation project evolved over a two-year period.
Adopt and adapt|Certification|Continual Service Improvement (CSI)|Customer experience|IT service management (ITSM)|IT transformation|ITIL