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The team at CERN have been building a new service management system using ITSM principles outside of the IT environment. This case study explains what challenges they faced, and how they used ITIL 4 to reach their goals.

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.

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.

This case study describes Amadeus' journey from ITIL v3 to ITIL 4 and the value this added to their IT service management.

Many organizations have found that the tenets of the ITIL framework lend themselves to business functions beyond ITSM. Equinor is one such company.

Director of Service Operations, Bob Gribben, explains the benefits of adopting the ITIL framework.

This case study explains how adopting and adapting ITIL enabled the University of Newcastle to address business challenges and improve incident management processes.

This Case Study describes how Ho Chi Minh Securities Corporation used ITIL to create a strong IT department.

Pittsburgh is the second largest city in Pennsylvania, USA. Its city government’s Innovation and Performance (I&P) department delivers technology services and support for over 3,500 city workers. However, until recently the quality of the IT services and support was lacking. I...

In this case study, Intrinsic shows how the benefits of ITIL are self-evident, and the principles behind it support a function that operates well and adapts to the ever-changing world of business.