A recent Incident Management Initiative resulted in shorter time to system recovery, decreased cost to the client, and increased customer satisfaction. Read on to find out how a ThreeBridge program decreased Information System-related incidents by 91%, and decreased mean time to recovery by 57%.
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A top 20 Fortune 100 company was struggling with high volume of Information System (IS) related incidents. The impact of these incidents was causing a significant disruption to business operations and an interruption in overall customer service. ThreeBridge was brought in to assess operational processes and offer sustainable solutions to resolve the problem.
The volume of Information System-related incidents was too high and the time to restore service, when there was an incident, was too long. This meant that a piece of company technology went down from something as simple as Microsoft Office to something much more complex and dramatic, like the systems that local pharmacists use to fulfill customer orders. A common complaint from customers was that the incidents were too many and the time to restore service was too long. What further-contributed to the problem was the fact that there were limitations with the data available. There were multiple sources of incident data, incidents that were not tracked at all, as well as inconsistent mean time to recovery (MTTR) measurement. Therefore, it was challenging to assess past incidents and downtime. Furthermore, there was no formal process in place to address incidents as they arose.
In order to ensure that the ThreeBridge team was on the right track, the client recommended that a pilot be conducted. The goal of the pilot was to develop and communicate operational standards for severity classifications and mean time to recovery definitions; the pilot tested all previous hypotheses, and provided the client with a value data benchmark.
Upon pilot completion and approval, the team aided in Information Systems improvement services by reducing non-value-add activity that was negatively impacting the customer, reducing the number of severity one and two incidents (defect reduction), and reducing the mean time to restore service (cycle time and waste reduction).
ThreeBridge leveraged the ITIL framework to address and improve the company’s current situation and ultimately improve the experience of the customers. The team implemented ITIL improvements in both Incident and Problem Management for all of IS. By utilizing widely recognized frameworks like Lean Six Sigma, CPI, and DMAR the team was able to achieve its goal of improved service and decreased waste by working together with their client to decrease both incidents and the length of time to restore service.
ThreeBridge has enabled our ability to deliver the right IS services to the right customer, at the right time, place, and cost so that we can now focus on getting the right things done right.
The main benefit to the client was a dramatic reduction in costs cultivated by a reduction in the number of incidents and in the cycle time of incidents when they occur. The volumes of severity one and two incidents were significantly reduced, and now when incidents do occur, the data is now captured in a standardized fashion. Additionally, the client is now able to effectively investigate root cause analysis of incidents and has roles in place to ensure that Incident and Problem Management continue.
Foundation for Success
To ensure ongoing success, ThreeBridge recommended a series of next steps. These recommendations included standard training sessions on the new processes, integration of the Incident Management process, use of root cause data to drive down all incidents, and more. As with all ThreeBridge initiatives, it’s critical to the success of the program that solutions are sustainable and fully integrated into the organization
November 3, 2018
Business Transformation, Case Studies