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Case

Agency established IT service management through dedicated plan of action 

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Danish agency strengthened their value chain, secured IT service management and became prepared to handle new operation tasks in common public IT-solutions with TIPA Process Maturity

This case is anonymized

We respect that not all customers wish to appear under their own name. For this reason, this case is described using general terms.  

Problem

A larger Danish agency had been made responsible for operating and maintaining a range of common public IT-solutions. This involved many new functions and competencies, that were not properly anchored within the organization. For this reason, they needed a range of initiatives, with the purpose of preparing the agency for the new role, and the appertaining expectations of professional IT-operation and maintenance through IT service management. Initiatives such as: 

  • Greater transparency through increased communication with stakeholders 
  • A functional roadmap for central solutions 
  • Bigger enterprise thinking across systems and components  
  • Improved IT service management 

Solution

Peak’s consultant used the framework TIPA in order to uncover the agency’s current level of process maturity, competencies, roles and responsibilities. This laid the groundwork for the subsequent plan of action, that focused on the strategic goals, the tactical challenges and the operational things that had to be fixed. Afterwards the consultant stepped in as interim program manager on the plan of action. Among other things, this ensured: 

  • Benefit card and business blueprint 
  • Description of the action catalogue 
  • Business continuity plan 
  • Optimized IT service management processes  
  • Design of delivery organization  

After program start-up the consultant also assisted with the permanent employment of a program manager, as well as continuously advised and coached them. The work ensured a strengthened value chain within the agency and a long list of improved processes, roles and responsibilities in the operation and maintenance work. 

Results

0 +
People were trained in IT service management
0 Pieces
Suppliers of significant size were used
0 Million
End-users benefitted from the initiative

Let us take you to the next level (literally)

Most of today’s IT-operation organizations have implemented Best Practice processes on the basis of the framework ITIL. However, only a few get the full effect out of them. At Peak, we help establish and professionalize IT-organizations by scaling processes, organization and functions to the right level. This often entails a dialogue about organizational design, roles and needed competencies, that strengthens organizations in formulating where they need to go and what needs to be done.  

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info@peakconsulting.dk | Tlf: +45 3526 2880

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