Qudits implemented a structured problem management process with systematic incident pattern analysis, solution teams, and KPI-driven reporting for a public administration serving 8,000 users.
Situation
The identification and sustainable elimination of recurring IT disruptions while ensuring fast recovery times and efficient cross-team collaboration in a complex service environment.
Solution
Implementation of a structured problem management process with systematic pattern analysis of incidents, coordinated solution teams, developed workarounds for rapid service restoration, and continuous process optimization through KPI-based reporting.
Impact
Through systematic analyses, recurring disruptions were reduced and service quality and response speed were sustainably improved. Coordination of cross-functional teams and effective workarounds led to permanent solutions and strengthened supplier relationships. Data-driven KPI reporting optimized IT service processes, reduced operating costs, and increased operational transparency.
Qudits’ role: Problem Manager
Facts & Figures
- 7 main departments
- 8,000 users