In these slides from our AXELOS ITSM webinar held in June 2015, Louise John from Essex County Council discusses their ITIL case study. Archaic, over-engineered processes, using inappropriate tools (e.g. excel) and exhausting unnecessary resource?...that was Essex County Council! Until significant investment in upskilling people, improving processes and effective ITSM tooling paved the way for ITIL alignment and maturity. You can read the full case study at: www.axelos.com/case-studies-and-white-papers/essex-county-council-an-itil-case-study

1. AXELOS.com
11th June 2015
Essex County Council
Case Study
Louise John, Business Officer, Essex County
Council

2. Essex County Council’s journey to ITIL maturity

3. Have you ever been to Essex?
1. Yes
2. No

4. Q4 2015 – resolved within target
Priority 1 incidents: 100% Priority 2 incidents: 93%
Priority 3 incidents: 94% Standard service requests: 94%
Positive customer feedback: 95%

5. Our departure point: Q2 2012
Priority 1 incidents: 63% Priority 2 incidents: 83%
Priority 3 incidents: 85% Standard service requests: 49%
Positive customer feedback: 82%

6. Where would you describe your organisation
on your ITIL journey?
1. Not departed
2. Just taken off
3. A few stops down the line
4. Quite far down the road
5. Reached our destination

7. Stop 1: ITIL implementation project

8. Stop 2: Reorganising and upgrading

9. Stop 3: Continual Service Improvement

10. Stop 4: Where we are now

11. Know your destination

12. Pack what you need

13. Travel together

14. Buying new clothes?

15. Keep travelling

16. Which tip resonates most with you?
16
Which tip resonates most with you?
1. Know your destination
2. Pack what you need
3. Travel together
4. Buying new clothes?
5. Keep travelling

17. Thank you! Any questions?