From Tool Challenges to ITSM Process Improvement at an International Paper and Packaging Group
ITSM
Project summary
Client
European market-leading paper and packaging group
Industry
Paper and packaging
Role of Vialto
Consulting
Project description
The creation of an assessment of the currently used ITSM tool, its processes, and the IT organization, with the aim of identifying potential new directions for the group to explore.
Project solution
Challenge
The utilization of MyIT at the divisional level is not meeting expectations, resulting in user complaints regarding system difficulties. Consequently, the divisions have returned to utilizing the outdated SePro system, leading to the continuation of process discrepancies and inefficiencies that were previously identified. The Holding center is making efforts to support the implementation through education and training, but the system has not yet become a routine part of daily operations.
Implementation
The evaluation of MyIT included conducting interviews with key users and providing system demonstrations. In addition, interviews were conducted with key users and demos were used to evaluate the incident and request processes. In addition, we evaluated the organizational model to determine how well it aligns with current practices. An analysis was conducted to compare the existing ITSM solution with the market-leading ITSM solution in order to identify areas for improvement.
Result
- Create a comprehensive review of ITSM incident and request processes and supporting tool
- Assessment of ITSM incident and request processes and their technical support
- Identification and analys is of root causes of the system usage related issues
- Definition of directions and action points in line with the objectives set in the business context
