1. ITIL Transformation Support
Duration: 2 Years
Location: Paris, France
Summary: Provided expert guidance on key aspects of operational ITIL process transformation during acquisition
phase of an energy and transportation global leader based in Paris, France. Scope of the effort included redesign
of basic ITIL processes (Incident, Change, and Problem Management as well as Request Fulfillment).
Activities: Performed an ITIL maturity assessment to identify process gaps and opportunities for improving existing
ITIL operations. The current state assessment report included process redesign, training and tool modifications to
improve existing operations.
Developed and implemented a web-based survey for IT
personnel to help identify process and knowledge gaps.
Conducted interviews and reviewed internal
documentation. After gaining management buy-in,
implemented recommendations for an internal business
unit of 400 IT personnel with responsibility for managing
over 4000 applications.
As part of the acquisition of the multinational energy and
transportation provider, championed multiple Transition
activities such as aligning ITIL processes in new IT Service
Management (ITSM) environment and with a new ITSM
technology solution (Service Now).
Results included acceptance of ITIL process redesign
by new management team and adoption of a
transparent approach to process improvement in the
new ITSM environment. Other advances included
adoption of specific ITIL Process document
improvements as well as survey and training
methodologies implemented by David Frazier.
For more information, please contact David Frazier, PMP, ITIL, IS&T Management Consultant at
david.frazier@karistem.com.
Figure 2 - Example Results for Incident Management Assessment
Figure 1 - Framework for ITIL Maturity Assessment