Improving ITSM Service Performance

The Organisation

A multinational financial services organisation supporting internal users, customer transactions and critical digital services across multiple regions.

The Situation

• ITSM processes established but applied inconsistently across regions
• High volumes of escalations routing around the agreed process
• A growing backlog of ageing tickets
• Recurring incidents not being addressed at root cause
• Change controls insufficient for the risk being carried
• Limited visibility of service performance at leadership level

What Our Consultants Did

• Strengthened Incident, Major Incident, Problem, Change and Request Management
• Defined process ownership and accountability, and made it stick
• Established consistent prioritisation and escalation
• Introduced Problem Management capable of addressing recurring incidents
• Built service performance dashboards and meaningful KPIs
• Established regular service reviews and leadership reporting
• Coached internal teams through adoption

Results

• Incident backlog reduced from 1,850 to 420 over 9 months
• Mean time to resolve improved by 37%
• Failed changes reduced by 46% following stronger change controls
• Recurring incidents reduced by 34% through effective Problem Management
• Escalations outside agreed processes reduced by 58%