Restructuring of a service organization

Initial situation

  • Reorganization required due to further development of service portfolio and corporate growth
  • Gaps in processes and missing ITSM tools lead to both a lack of transparency and a high level of bureaucracy
  • Rudimentary task and role descriptions


  • ISO / IEC 20000 conformity ensured

  • Collaboration across all departments was strengthened

  • Improved response times in the service center

  • Continuous improvement process (CIP) was introduced

  • Increased transparency and reduced costs