Building ITSM for Growth and Scale

The Organisation

A global SaaS provider delivering enterprise software to an international customer base. The ITSM function was performing well but had not evolved at the pace of the business.

The Situation

• Incident and request volumes rising faster than the function could absorb
• Resolution times beginning to climb
• Uneven workload distribution across resolver groups
• Significant manual handling of routine, repeatable requests
• Operational data available but not being used to drive improvement

The organisation wanted to scale without simply adding headcount.

What Our Consultants Did

• Analysed incident and request data to identify bottlenecks and patterns
• Improved routing and prioritisation to balance resolver workloads
• Automated high volume requests and repetitive activity
• Expanded self service to reduce avoidable demand
• Reviewed SLAs against actual service patterns rather than assumptions
• Introduced continual improvement practices tied to measurable outcomes

Results

• Resolution times improved by 28% despite volume growth of 22%
• 34% of routine requests moved to automated fulfilment
• Self service deflection increased from 16% to 31%
• Demand absorbed without 3 additional headcount
• Workload variance across resolver groups reduced by 26%