IT Service Management​ (ITSM) Program Establishment​

The Client’s Chief Information Officer (CIO) aimed to modernize service delivery and improve customer satisfaction by identifying production issues and reducing service disruptions. Challenges in IT Service Management (ITSM) included poor operational processes, ineffective toolsets, and limited resources. RGP applied its ITSM expertise to create standards, workflows, and documentation for core ITIL practices, including Incident, Problem, Change, and Release Management. Additionally, the team developed toolset requirements, test cases, and a scorecard to aid in evaluating vendors for a target-state Configuration Management Database (CMDB) and ITSM platform.​

RGP used its ITSM expertise to develop ITIL-aligned standards, process flows, and procedures for Incident, Problem, Change, Release, and Event Management, aiming to enhance core operational processes, reduce risk, and improve service quality. To support the implementation of these updated processes, RGP created a resourcing strategy and operating model, defining roles and responsibilities for the target-state technology operations team. The team also developed data requirements, integration specifications, test cases, and scoring criteria for an ITSM and CMDB platform, facilitating an evaluation process with three leading providers to select the best solution for improved service delivery.​

RGP helped the Client adopt industry-standard processes, select the best-fit ITSM/CMDB solution, and successfully implement new operational processes and models.​