The project started out with an analysis of the limitations of the current IT tool and the future needs of GN Resound.
The course was divided into two phases, explains Peter Ravnholt, Service Management Consultant in BusinessNow:
– Phase 1 focused on the activities in IT that involved users and business: Error handling section, Request Fulfillment, Major Incident, onboard business applications and CMDB.
– Phase 2 focused on the back-log – managing changes and focusing on getting CMDB running with integrations between applications and servers.
– We designed a data model and a process for maintenance and management of the module. At the same time, we implemented CSI – a process that collects improvement measures, as well as integrating their Request Catalog .
The extensive project was completed in less than 6 months.