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.

1. Essex County Council’s journey to ITIL maturity

2. 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%

3. 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%

4. Stop 1: ITIL implementation project

5. Stop 2: Reorganising and upgrading

6. Stop 3: Continual Service Improvement

7. Stop 4: Where we are now

8. Know your destination

9. Pack what you need

10. Travel together

11. Buying new clothes?

12. Keep travelling

13. Thank you! Any questions?