Essex County Council improved its IT service management over time through implementing ITIL best practices in a multi-step journey. They began in 2012 with low resolution and feedback rates that improved through an ITIL implementation project, reorganizing and upgrading their services, and continual service improvement efforts. By 2015, they resolved over 93% of incidents and received 95% positive customer feedback by knowing their destination, working together, and continuously improving their services according to ITIL guidelines.