CASE STUDY
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CASE STUDY
Introduction
Companies offering IT related services are expected to offer high quality, and professional services to its clients and subsidiaries due to competition and also so as to build a good reputation. Therefore, there is need to standardize and conduct frequent checks on its services to ensure they are without flaws. There a re special companies designed for this purpose. They conduct a research on the company’s operations and services offered then highlights the The case study is about a company, Zurich, an insurance company that offers its services to various parts of the world. It has 60,000 employees in its branches globally and its services are also much appreciated in European countries such as Portugal, Russia, Turkey and Austria. To keep this business at peak, Zurich needs to put a lot of emphasis in improving quality of service offered and offering new solutions to customers.
The case study is about a company, Zurich, an insurance company that offers its services to various parts of the world. It has 60,000 employees in its branches globally and its services are also much appreciated in European countries such as Portugal, Russia, Turkey and Austria. To keep this business at peak, Zurich needs to put a lot of emphasis in improving quality of service offered and offering new solutions to customers.
Zurich, being a leading IT service provider, needs to work towards improving its infrastructure. Due to this, it decided to move into a new Center of Excellence. Being such a big company with such bulk on its employees, a sophisticated software is deployed to take care of the organizations activities. This software was to improve Zurich’s activities and systematically improve sales and number of customers.
Despite the efforts laid by Zurich, the results obtained from these improvements was not very appealing. There was need to find a better solution that would raise its ranks above its competitors, increase the number of clients and offer incredible ITIL services to its clients. For this reason, there was need to involve a reputable ITIL specialist company to aid in detecting the flaws within the organization and to recommend on the steps that should be taken to improve ITIL services.
Section 1 of report (Module 2) where improvements can be verified
After Zurich request for Pink Elephants services, there was a great improvement in the services offered. There are several identifiable processes where improvements could be verified. They include Transition planning and support, change management, release and deployment management and service validation.
Release and deployment entails the release of a new feature, service or software by an organization to either increase the number of sales or to improve customer service. Release and deployment is linked to other processes such as Change Management. Zurich is a leading insurance company that offers its services to customers globally. PinkSCAN assessment was conducted to identify flaws and recommend appropriate changes to the offered services. After a period of 18 months, a subsequent PinkSCAN can was conducted on the premises of their Center of Excellence and it revealed that the organization had realized a dramatic improvement in the IT services they offered. This is the process maturity assessment.
Release and deployment key indicators include percentage of release success rate, percentage of release defect rate, number of known release errors, percentage of approved releases that do not result in an incident, percentage of releases implemented in the approved release implementation window.
