Essex County Council’s journey to ITIL maturity

Q4 2015 – resolved within targetPriority 1 incidents: 100% Priority 2 incidents: 93%Priority 3 incidents: 94% Standard service requests: 94%Positive customer feedback: 95%

Our departure point: Q2 2012Priority 1 incidents: 63% Priority 2 incidents: 83%Priority 3 incidents: 85% Standard service requests: 49%Positive customer feedback: 82%

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

Thank you! Any questions?