Qudits developed a structured roadmap and implemented ITIL 4 Practices across 130 regional employment offices during ongoing operations, managing diverse stakeholder priorities.
Situation
The simultaneous modernization of multiple ITIL processes from V3 to V4 during ongoing operations, taking into account different maturity levels of existing processes and limited resources, while stakeholders with varying priorities and expectations had to be involved.
Solution
Development of a structured roadmap with prioritized implementation of ITIL 4 Practices, based on as-is analyses and risk assessments, accompanied by continuous stakeholder communication and establishment of a KPI system for quality assurance.
Impact
The successful implementation of ITIL 4 Practices led to optimized service management processes, higher service quality, and increased efficiency through structured workflows for Incident Management, Change Management, Problem Management, Request Fulfillment, and Access Management. KPIs and feedback mechanisms enabled continuous process improvement.
Qudits’ role: Project Manager
Facts & Figures
- 130 Regional Employment Offices