Lack of a unified IT management system for processes, incidents, service requests, changes, and problems.
The IT department relied heavily on manual and ad hoc processes, with no overview of digital assets.
Different departments were siloed, operating as disconnected entities.
Adopted ITIL best practices to align IT services with business needs.
Automated processes and digitized workflows for managing incidents, service requests, changes, and problems.
Implemented enterprise service management, scaling principles and capabilities to drive business impact across departments.
Transformation from manual to digital workflows saved time and streamlined processes.
Digitalization improved staff accountability and tracking, with insight to real-time performance information.
Centralization of multiple services exponentially improved business efficiency, reporting, analytics, and asset management.