Since our migration to ITRP, we have a better view of the services we provide to our customers and we can also better track the services we receive from our external providers. We also improved the adoption of ITIL processes within our organization.
Orchestration becoming more important as parts of the service delivery are co-sourced
Contracts with external service providers stipulate strict targets and penalties
Accurate tracking of service levels obtained from third parties, and provided to external customers has become critical
Need to work together with the IT departments of strategic customers
Data privacy and security a major concern
Language sensitivity must be respected