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.
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
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
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
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
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
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
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
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
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