. : Identify
The worlds largest intranet provider with Department of Defense had challenges with IT service stability. We performed root cause analysis and traced the issue to un-managed and un-tested configuration changes in the live environment. These changes led to unexpected and sustained down time of services.
. : Engage
High level program leadership was consulted and buy-in was obtained for a holistic configuration change control and communications set of processes.
. : Frame
We created a plan that required the review of technology change in alignment with ITIL service objectives. We also included a communications, training, and certification process for any personnel that needed to make configuration change.
. : Solve
We assisted in the delivery of the IT service controls; facilitated planning, architecture, engineering, security, and advisory boards for over a year; and produced the communications and training materials, as well as issued certifications for personnel. In the first year, this led to a 250% improvement in availability from the previous years. The addition of controls also led to more structured and higher quality of delivery of IT services.