The backstory: A major automotive manufacturer had spent a number of years outsourcing its service management capabilities and IT service desk. However, the services they were getting were not meeting quality nor cost expectations, and it became evident that they needed to take more control of the processes themselves. While they could outsource these services, it was their responsibility and management that would provide the most value to their organization. As the contract with their provider was coming to an end, the client decided to take control of these functions themselves, building out an overall service management organization. Ultimately, this shift would unify their people, process, and tools. The aim was to create a brand new platform that would improve the existing level of customer service, streamline support tasks, and place responsibility for the performance of IT back into their hands.
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