ITSM Case Study

The Challenge

A Commercial client needed to design and develop an ITIL-based IT Service Management (ITSM) practice from the “ground up”. In addition, the resulting service management environment needed to be developed in manner such that the competency could be sustained by the clients ITSM team in the long term.

The Haverstick Approach

Haverstick performed an ITIL maturity assessment to determine the current state of the environment. In cooperation with the client, Haverstick then designed and developed the ITSM roadmap including targeted ITIL processes, training, executive awareness sessions, tool selection, and policy documents.

The Results

The client ITSM team and 30% of the overall IT organization earned their ITIL V3 Foundation Certificate. Nearly 50% of the business organization completed ITSM Awareness training to include the entire executive team. In addition to training and awareness the results included the following:

• Assisted client in selecting the appropriate ITSM Tool
• Developed ITIL process templates for:
  • Incident Management
  • Problem Management
  • Change Management

As a result, the client is well-positioned to sustain its new ITSM environment and enable continual improvement.

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