Do you want to really want to demonstrate continual service improvement? Lubrizol, an HP Service Manager customer, wanted to do better than just establish its service management processes. The 80-year-old multinational specialty chemicals and additives company, which operates in 27 countries, wanted to become more responsive to service owners and business customers. It also wanted to gain the knowledge needed to drive down the number of incidents while improving the overall efficiency of its service desk.
These are relevant goals to most IT organizations. COBIT 5 specifies that IT organizations need to focus on providing timely and effective response to user requests and resolution of all types of incidents. COBIT 5 says that IT organizations such as Lubrizol should aim to increase productivity and minimize disruptions through quick resolution of user queries and incidents. Think about it: IT organizations need to become more effective to become more efficient. How many of you have thought that service request and incident are about establishing good process for process sake? Today’s service management leaders need to do what ITIL Version 3 calls for: to make “continual improvement” a core component of service management processes.
So how did Lubrizol do? In its first two months of using Service Manager, the company drove a 30-percent reduction of incidents and improved first-call resolution by 30 percent. According to Lubrizol, these are huge accomplishments, especially for service owners. Being able to turn strategy into outcomes changes everything. Are you ready to hear Lubrizol’s secrets and apply them to your service management environment? Please follow this link to the video of Lubrizol’s presentation.
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