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AMEC

IMPROVING IT SERVICE WITH SERVICE MANAGEMENT

Background

• AMEC is an international project management and service delivery company which employs 40,000 people in 40 countries worldwide
• The Information Systems organisation recognised the need to become more customer focused and service driven, and launched a major IT investment programme called IS Fast Forward
• The company needed to make substantial improvements to its IT policies and control procedures, moving closer to the ITIL standards, to be able to achieve the benefits of this programme
• The Service Response Desk (their IT helpdesk) was acting as a call logging service and achieving only a low level of first-line fixes, with informal and often ineffective processes for serious problems

Plan-Net\'s intervention

• Plan-Net re-designed and implemented a coherent set of policies, processes and procedures to support the new centralised organisation
• A two-tier telephone support operation with more experienced and technical second-line people was implemented, providing immediate backup to first-line staff when required
• This was coupled with formal Incident, Problem and Change Management processes, while a Service Management software was recommended to ease management reporting
• Plan-Net also provided various levels of ITIL training for AMEC\'s ITstaff and managers - of the over 150 staff and managers were put through ITIL Awareness training, 50 per cent progressed to ITIL Foundation and then to formal ITIL certification

Results

• Significant benefits at Service Response Desk level: first-line fix rate raised from around 20 per cent to more than 60 per cent; fewer serious incidents; fewer people involved in solving those incidents; cost reduction through a more efficient deployment of resources
• Service improvements led to an improvement in customer perception and satisfaction, to the business\' benefit
• The implementation of a Business Relationship Management function brought the IS closer to the customers they support
• The integrated Service Management software implementation will underpin and drive new processes and procedures
• Appreciation of ITIL benefits across the whole IS organisation, with a high proportion of ITIL certification

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