Reorganization of IT
We transformed IT organization from reactive to proactive by establishing clear and transparent IT processes, ensuring ownership and accountability for various parts of the business flows and, thus, improving service quality, reliability and trust in internal IT.
Reduction in repeat incidents
faster issue resolution lead time
reduced in IT organization's annual costs
Problem
Lack of transparency in how IT maintenance and development are managed causing frustration among users and stakeholders. High volume of recurring incidents indicating deeper issues with service quality and reliability.
Solution
Establish clear and transparent IT processes for 10+ applications. Analyze the current application landscape and implement monitoring and alerting to improve observability. Perform root cause analysis to resolve recurring issues at their source. Analyze, propose and deliver solution for the business need, instead of coding for requirements.
Outcomes
- Reduced amount of repeat incidents by 95%
- Introduced early detection of incidents (before end users or customers notice) for preventive maintenance
- Issue resolution lead time reduced from 20+ to 3 days
- Feature lead time reduced from several months to 6 days
- Faster issue resolution due to clear ownership and well documented processes
- Internal IT Net Promoter Score (NPS) improved from -25 to +72
- IT organization's annual costs reduced by 37%
Industry
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