scenario 8 Exam ITV3SD.EN Copyright APMG Appendix 15372

1/1

A fast growing company in the clothing industry recently started to sell directly to customers through the internet. Following excellent results, the Company has grown quickly, without having had the time to adopt and put new management structures in place. The Organization chart is now out of date and Managers often don't know who to talk to when they want to get things done. The IT Department has increased from 21 to 45 staff members. Business Managers want to build upon the recent success, and are bringing forward many ideas that would require intensive IT service developments. The IT Director understood early in the growth period, following capacity and supplier issues and unnoticed service outages that the IT Organization had to become more professional. The solution was to initiate a project six months ago to progressively integrate ITIL best practices into the IT Department. A small Service Desk is now in place, and both Incident and Problem Management have been significantly improved.