IT reorganization
95% fewer repeat incidents
Reworked IT processes, application ownership, monitoring and root-cause analysis across 10+ applications.
fewer repeat incidents
Root-cause analysis and clear ownership stopped the same problems from recurring.
annual IT costs
Reworked processes and monitoring reduced the ongoing cost of running IT.
internal IT NPS
User sentiment shifted from frustration to strong satisfaction.
The challenge
There was little transparency in how IT maintenance and development were managed, which frustrated users and stakeholders. A high volume of recurring incidents pointed to deeper issues with service quality and reliability.
What we delivered
What changed operationally
- Repeat incidents reduced by 95%
- Early detection of incidents, before end users or customers notice
- Issue resolution lead time reduced from 20+ days to 3 days
- Feature lead time reduced from several months to 6 days
- Internal IT Net Promoter Score improved from -25 to +72
- IT organisation’s annual costs reduced by 37%
In the client’s words
“The IT team consistently demonstrates a solution-oriented approach and a commitment to building sustainable structures that enhance our workflow. Their valuable interactions and willingness to share knowledge significantly impact our projects. Their hard work and dedication are truly commendable, and I look forward to seeing our collective continued success.”
Nadine Tappe, Head of Oligonucleotides, Eurofins Genomics Europe
Client
Eurofins Genomics
Sector
Life sciences / genomics services IT operations
Primary users
IT leadership, Support teams, Application owners
Engagement
Scope
10+ applications
Core focus
IT operations transformation, Application ownership, Root-cause analysis, Monitoring and alerting, IT process redesign
Tags
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