CHALLENGE

Legacy ITSM tools resulted in poor service quality and high costs The company’s existing ITSM solution was a major barrier to this mission. It had deployed legacy tools and was highly dissatisfied with the results. The shared service organization found these tools difficult to use and saw them as having little value. And, because the shared service organization was hampered by its ITSM platform, it developed a reputation for slow delivery and lack of agility. Individual business units started to bypass shared services, opting to deploy their own tools and processes. This created major risk for the company, since it was losing control of its critical service delivery processes.

Siloed systems and processes created significant security risks Cost and service quality weren’t the only issues. The customer was also deeply concerned about its IT security capabilities and was particularly worried about its ability to prevent security breaches. Again, this problem was rooted in the organization’s existing ITSM tools. Because the legacy solution offered nothing to manage security processes, the company’s security operations team had adopted its own separate tools.