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69 Results found for 'IT service management (ITSM)'
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Service Management at CERN Case Study
Case study
Published 11 Nov 2020
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: Adopting and Adapting ITIL Case Study
Case study
Published 16 Apr 2020
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
Grupo Bimbo: Winning the ITIL Experience Award ITIL Case Study
Case study
Published 20 Sep 2020
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
Amadeus and ITIL 4 Case Study
Case study
Published 05 Nov 2020
This case study describes Amadeus' journey from ITIL v3 to ITIL 4 and the value this added to their IT service management.
Business solutions|Customer engagement|Customer needs|IT service management (ITSM)|IT services|ITIL 4|Value
Equinor: Adapting ITIL Beyond IT ITIL Case Study
Case study
Published 30 Oct 2020
Many organizations have found that the tenets of the ITIL framework lend themselves to business functions beyond ITSM. Equinor is one such company.
Adopt and adapt|Frameworks|IT service management (ITSM)|IT services|ITIL|Service management
Ohio State University Service Operations
Case study
Published 09 Mar 2021
0.5 CPD Points
Director of Service Operations, Bob Gribben, explains the benefits of adopting the ITIL framework.
Adopt and Adapt|Best practice|Business solutions|Customer Engagement|Customer needs|IT Service Management (ITSM)|ITIL|Processes|Service Management
Newcastle University IT Services: ITIL Case Study
Case study
Published 05 Mar 2021
0.5 CPD Points
This case study explains how adopting and adapting ITIL enabled the University of Newcastle to address business challenges and improve incident management processes.
Adopt and Adapt|Information Management|IT Service Management (ITSM)|IT services|ITIL|Service desk|Service Management
Ho Chi Minh Securities Corporation Case Study
Case study
Published 07 Mar 2021
0.5 CPD Points
This Case Study describes how Ho Chi Minh Securities Corporation used ITIL to create a strong IT department.
Adopt and Adapt|Continual Service Improvement (CSI)|IT Service Management (ITSM)|IT services|ITIL|Processes|Service Management
The City of Pittsburgh: Using ITIL for better public service provision Case Study
Case study
Published 18 Dec 2020
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...
IT service management (ITSM)|IT services|ITIL|ITIL 4|Management|Training
Intrinsic Service Operations Centre: ITIL® Case Study
Case study
Published 22 Jul 2020
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.
Adopt and Adapt|Benefits realization|Continual Service Improvement (CSI)|Frameworks|IT Service Management (ITSM)|ITIL|Senior management commitment
Vodafone Aligns Support Service Model to ITIL 4 Case Study
Case study
Published 18 Dec 2020
This paper explains more about what Vodafone Business did and has achieved using the ITIL continual improvement model steps.
Best practice|Frameworks|IT service management (ITSM)|ITIL 4|Service management|Value
Aquila Heywood: An ITIL Case Study
Case study
Published 16 Apr 2020
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
HBZS Mining Rescue Services ITIL® In a Small to Medium-Sized Business Case Study
Case study
Published 07 Mar 2021
0.5 CPD Points
Adopting and adapting ITIL® enabled HBZS Mining Rescue Services to establish better communication between the IT department and the rest of the business along with making activities more consistent and thus more effective.
Adopt and Adapt|Communication|IT Service Management (ITSM)|IT services|ITIL|Management|Processes|Service catalogue
ITIL 4 Use Case: Farfetch
Case study
Published 31 Jul 2020
When Farfetch planned to expand their business they also needed to improve their service management and the customer experience. This paper explores what they did and the results of the changes.
Customer engagement|Customer experience|Customer needs|End-User Experience|IT service management (ITSM)|IT services|ITIL 4|Processes|Service management
The University of Oxford and ITIL Case Study
Case study
Published 18 Dec 2020
In 2015, the University of Oxford realized they were too project-focused, where they should have been service-oriented. The new SMO leader, Andrew Dixon, used ITIL 4 to help evolve the team and their ways of working. This case study explains how.
Best practice|Collaboration|Frameworks|IT service management (ITSM)|IT services|ITIL 4|Roles|Service management|Value
Centralized change management at Calpine Case Study
Case study
Published 27 Feb 2021
This case study describes how Calpine Corporation adopted ITIL best practice and principles to modernize and centralize their processes and improve the efficiency and effectiveness of their business.
Best practice|Change management|IT service management (ITSM)|IT services|IT transformation|ITIL 4|Processes|Service management
Value Stream Mapping at E-Quality Italia Case Study
Case study
Published 10 Mar 2021
This case study explains why value stream mapping was so valuable for E-quality Italia and how ITIL 4 can be used to improve efficiencies, even in a non-IT context.
Best practice|Customer needs|IT service management (ITSM)|ITIL 4|Service management|Skills
Sutter Health Case Study
Case study
Published 16 Apr 2020
This Case Study details how Sutter Health implemented ITIL in their organization and what they discovered along their ITIL journey.
Adopt And Adapt|Best Practice|Continual Service Improvement (CSI)|IT Service Management (ITSM)|ITIL|Service Management
Disney’s ITIL® Journey
Case study
Published 07 Nov 2020
0.5 CPD Points
Hired by the former Chief Information Officer (CIO) to kick-start The Walt Disney Company Theme Parks and ITIL initiative, Glen Taylor has championed the adoption of ITIL since his appointment in 2008.
Adopt and Adapt|Best practice|IT Service Management (ITSM)|ITIL|Service Management
Mega Labs y ITIL 4
Case study
Published 29 Jan 2021
Este caso de estudio se centra en la importancia que tiene TI y la Gestión de Servicios de TI para el Departamento de Infraestructura Corporativa de MEGALABS.
IT components|IT investment|IT service management (ITSM)|IT services|IT transformation|ITIL
LV=™ Video Case Study
Case study
Published 09 Dec 2020
0.5 CPD Points
LV share the company's journey over the last couple of years and how they are looking to continually improve in the future.
Adopt and Adapt|Agile|Continual Service Improvement (CSI)|IT Service Management (ITSM)|ITIL|Service Management|Stakeholder engagement
Start where you are: an ITIL® Guiding Principle
Case study
Published 02 Feb 2021
This case study describes how the ITIL® Practitioner Guiding Principle Start where you are enabled the Walt Disney Company to begin its ITIL Journey.
Adopt and adapt|Frameworks|IT Service Management (ITSM)|ITIL|Service desk|Training
Building a service portfolio
Case study
Published 19 May 2020
This case study summarizes how NNIT implemented a service portfolio and describes some of the projects challenges and the benefits realized.
Frameworks|Governance|IT services|ITIL|Processes|Service catalogue
Essex County Council: An ITIL® Case Study
Case study
Published 07 Mar 2021
0.5 CPD Points
Adopting and adapting ITIL enabled Essex County Council to meet service level agreements and gain control of their service and underpinning contracts while effectively capitalizing on outsourcing opportunities.
Adopt and Adapt|Business solutions|Continual Service Improvement (CSI)|Customer Experience|ITIL|Management|Processes
Using ITIL® at the IRS: a Business Journey
Case study
Published 07 Mar 2021
0.5 CPD Points
In its five-year strategic plan covering the period 2009 to 2013, after several months of research and analysis, ITIL was chosen as the preferred service management framework for the IRS to operate under.
Budgets|Capabilities|Customer Engagement|ITIL|Management|Training
Spotify: An ITIL® Case Study
Case study
Published 09 Jul 2020
Discover how Olingo, a Swedish management consulting company, helped Spotify to embrace the principles of ITIL.
IT services|IT transformation|ITIL|Management
How a large, diversified conglomerate transformed its IT Department using MSP® and MoP® Case Study
Case study
Published 06 Apr 2021
This case study describes how TransAxl used MoP and MSP to re-orient their IT department and support their business portfolio.
Agile|Business solutions|Change management|Customer engagement|IT investment|IT services|IT transformation|MoP|MSP|Project and programme management (PPM)|Project management|Requirements|Vision
Maturity assessments at the London Underground
Case study
Published 23 Jan 2021
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
P3O®: No skeletons in the cupboard at BT design
Case study
Published 12 Feb 2021
0.5 CPD Points
This case study describes how P3O helped the senior management at BT Design make business-critical decisions. Programme Manager Chris Barnes discusses how BT Design used P3O to create a Centre of Excellence.
Best practice|IT services|Methodologies|P3O|Portfolio Management|Programme management|Project and programme delivery|Project and programme management (PPM)|Project management|Senior team
PRINCE2® Brings Projects Together at the DPS
Case study
Published 14 Mar 2021
0.5 CPD Points
In 2007 the Product and Service Development Branch made the decision to implement a single project management methodology, leading to the introduction of PRINCE2®. What has followed has been a remarkable change in how projects are delivered.
Best practice|Methodologies|PRINCE2|Project and programme delivery|Project and programme management (PPM)|Project management|Project planning
Chesterfield Borough Council: Migrating users to agile ways of working
Case study
Published 25 Feb 2021
In 2020, Chesterfield Borough Council used PRINCE2 to upgrade over 800 computer operating systems and install cloud-based programmes, which enabled their staff to work remotely during the national lockdown.
Agile|Cloud services|Digital transformation|IT investment|PRINCE2|PRINCE2 Agile|Project and programme delivery|Project and programme management (PPM)|Project management
FES GmbH establishes a project management office with PRINCE2® Case Study
Case study
Published 16 Apr 2020
Leading waste disposal and cleaning provider FES GmbH created a project to professionalize all of its project management and project portfolio management. The project was successfully run using PRINCE2, and completed in only eight months.
Portfolio management|PRINCE2|Processes|Project and programme delivery|Project and programme management (PPM)|Project Management|Requirements
Konica Minolta Business Solutions Europe GmbH Embedding PRINCE2® for business transformation
Case study
Published 18 Nov 2020
0.5 CPD Points
This Case Study describes how Konica Minolta Business Solutions Europe GmbH introduced and adapted PRINCE2 to improve project management capabilities.
Change management|Portfolio Management|PRINCE2|Project and programme delivery|Project and programme management (PPM)|Project management|Vision
Optimizing the property portfolio of the Government of Bermuda Case study
Case study
Published 25 Jan 2021
This case study explores the implementation of a property management action plan to restore the aging and deteriorating property portfolio of the government of Bermuda.
Budgets|Collaboration|PRINCE2|Project and programme management (PPM)|Project management|Requirements
Skipton Building Society: P3O® Case Study
Case study
Published 16 Apr 2020
0.5 CPD Points
A portfolio and project investment governance framework and portfolio office were implemented to enable Skipton Building Society to validate, prioritize and deliver the necessary business changes with the resources available, at an acceptable risk.
Budgets|Capabilities|Information systems|Management|P3O
RESILIA® Frontline Case Study: A Financial Services Perspective
Case study
Published 20 Nov 2020
This case study explores how adding RESILIA Frontline staff awareness learning to raise awareness of cyber security internally was an important move for a leading UK financial organization.
Behaviour|Cyber resilience|Cyber-attack|Learning|RESILIA|Threats
Building NHS Capability in Portfolio, Programme and Project Management
Case study
Published 21 Jan 2021
0.5 CPD Points
This Case Study reports on a pilot study carried out on the largest publicly funded healthcare provider, the NHS, to assess its portfolio, programme and project management at a crucial time of organizational change.
Benefits realization|Best practice|P3M3|Portfolio Management|Programme management|Project and programme delivery|Project management|Strategic objectives|Strategy execution
UNOPS Jerusalem Country Office
Case study
Published 16 Apr 2020
0.5 CPD Points
This Case Study describes how P3M3 enabled UNOPS to assess the maturity of their projects and realize their strategic plan which emphasized achieving excellence in project management.
Maturity models|P3M3|Project and programme management (PPM)|Project management|Project management office|Strategy execution
PRINCE2® Implementation: Achieving Excellence Through Employee Development
Case study
Published 07 Apr 2021
0.5 CPD Points
The PRINCE2 methodology was adopted with training for personnel and development of an appropriate governance structure for implementation.
Benefits realization|Change management|Management|Methodologies|PRINCE2|Professional development|Project and programme management (PPM)|Project management|Project planning
ProcessFlows: RESILIA Case Study
Case study
Published 16 Apr 2020
In this case study ProcessFlows IT Manager John Freckelton describes how the company has adopted AXELOS RESILIA and seen improvements in communication and cyber resilience within the business.
Change management|Communication|Cyber resilience|RESILIA|Risk management|Training
BIM for the subsurface Case Study
Case study
Published 16 Apr 2020
The project used PRINCE2 Agile to develop a cloud and desktop-based building information modelling (BIM) solution for subsurface investigation.
Behaviour|Cloud services|Collaboration|PRINCE2 Agile|Processes
Use of P3M3® at Manchester City Council Capital Programme Group
Case study
Published 16 Apr 2020
0.5 CPD Points
Manchester City Council's Strategic Planner Kevin Fletcher describes how the council's Capital Programme Group adopted P3M3 to identify and target areas for improvement and drive further enhancements and refinements to their existing strategy.
Best practice|Capabilities|Frameworks|Methodologies|P3M3|Resource management|Service Management|Stakeholder management|Task management|Training
Solar power success: merger and acquisition process using PRINCE2
Case study
Published 19 Aug 2020
This case study details how the PRINCE2 and PRINCE2 Agile methods enabled Sonnedix to scale and optimize its merger and acquisitions process successfully.
Best practice|Methodologies|PRINCE2|PRINCE2 Agile|Programme and project delivery|Project and programme management (PPM)|Project management|Project planning|Project Progress|Requirements
Manchester City Council - Transforming City Works: MSP® Case Study
Case study
Published 06 Apr 2021
0.5 CPD Points
In 2006 MCC embarked on an ambitious programme to improve operations, meeting the Government's new social housing standard: Decent Homes 2010. The robust framework of MSP allowed MCC to manage risk while optimizing the outcome and benefits.
MSP|Programme management|Project and programme delivery|Project and programme management (PPM)|Stakeholder engagement|Strategy execution|Task management|Training
Department for Energy and Climate Change shares its experience with P3M3® v3.0
Case study
Published 11 Sep 2020
0.5 CPD Points
This Case Study describes how the Department for Energy and Climate Change use P3M3.
Best practice|Maturity models|P3M3|Portfolio Management|Project and programme delivery
Focusing on pipeline construction products using PRINCE2 Case Study
Case study
Published 14 Jul 2020
This case study explores how Australian gas networks (AGN) utilized PRINCE2 to deliver a project managing the entire process of constructing a pipeline and how the organization tailored it to their own waterfall style method.
Budgets|Communication|Learning from experience|PRINCE2|Project management|Project planning|Project Progress|Project reports|Stakeholder engagement
The Port of Rotterdam and Maasvlakte 2 PRINCE2 Case Study
Case study
Published 04 Mar 2021
0.5 CPD Points
This case study provides the background to this huge 2 billion (GBP) infrastructure project, which has employed 20,000 people, is now running ahead of time and remains within scope and is on budget and how this was possible.
Capabilities|PRINCE2|Project and programme management (PPM)|Project management|Project planning|Project Progress
The till solution project at the Bank of Kenya Case Study
Case study
Published 26 Mar 2021
This case study explores how the Bank of Kenya used PRINCE2 to deliver an integrated payment solution.
Business solutions|Customer engagement|Customer experience|Customer needs|Learning from experience|PRINCE2|Project and programme management (PPM)|Project management
Management of Risk within the Criminal Records Bureau Case Study
Case study
Published 29 Jan 2021
0.5 CPD Points
In November 2007 the executive team and management board of the Criminal Record Bureau (CRB) agreed to fully align the CRB's risk management regime with the regime used across the Home Office.
Best practice|Change management|Governance|M_o_R|Management|Methodologies|Risk Management
How a health sector NGO in West Africa transformed its project delivery capability using PRINCE2 Agile Case Study
Case study
Published 16 Nov 2020
This paper explores how eHealth Africa standardized their project deliver processes, by embarking on a programme of training, adoption, and embedding of best practice based on the PRINCE2 Agile method.
Agile|Methodologies|PRINCE2|PRINCE2 Agile|Project and programme delivery|Project and programme management (PPM)|Project management|Project planning|Training
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