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Why did ICT Shared Services choose ITRP?

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.

Challenges

  • 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

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