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?