Establishing a global service assurance model.

A global ser­vices or­gan­isa­tion es­tab­lished a new ser­vice as­sur­ance model to bet­ter sup­port its cus­tom­ers. The model be­came the basis of a new sub brand. The pro­gramme in­volved re­lo­cat­ing and es­tab­lish­ing ser­vice desks across mul­tiple re­gions and re­design­ing how sup­port teams worked to­gether.

The en­gage­ment brought to­gether or­gan­isa­tion design, new work­ing prac­tices and a ServiceNow roll­out. Ser­vice desks worked across time zones in a fol­low the sun model. Clearer re­spons­ib­il­it­ies and ticket own­er­ship re­duced un­ne­ces­sary trans­fers between teams.

The new model re­duced hand­overs and turn­around times. First con­tact res­o­lu­tion and ser­vice level agree­ment at­tain­ment im­proved, while fewer tick­ets re­mained in an age­ing back­log.

Prob­lem tick­ets be­came easier to track, with clearer re­cords of ac­tions and pro­gress. This strengthened audit read­i­ness and gave ser­vice lead­ers bet­ter vis­ib­il­ity of work re­quir­ing at­ten­tion.