AXELOS.com
11th June 2015
Essex County Council
Case Study
Louise John, Business Officer, Essex County
Council
Essex County Council’s journey to ITIL maturity
Have you ever been to Essex? 1. Yes 2. No
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%
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%
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
Stop 1: ITIL implementation project
Stop 2: Reorganising and upgrading
Stop 3: Continual Service Improvement
Stop 4: Where we are now
Know your destination
Pack what you need
Travel together
Buying new clothes?
Keep travelling
Which tip resonates most with you?
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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
Thank you! Any questions?