Essex County Council’s journey to ITIL maturity - Louise John, Essex County Council

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Essex County Council’s journey to ITIL maturity

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Transcript of Essex County Council’s journey to ITIL maturity - Louise John, Essex County Council

Page 1: Essex County Council’s journey to ITIL maturity - Louise John, Essex County Council

Essex County Council’s journey to ITIL maturity

Page 2: Essex County Council’s journey to ITIL maturity - Louise John, Essex County Council

Q4 2015 – resolved within targetPriority 1 incidents: 100% Priority 2 incidents: 93%Priority 3 incidents: 94% Standard service requests: 94%Positive customer feedback: 95%

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Our departure point: Q2 2012Priority 1 incidents: 63% Priority 2 incidents: 83%Priority 3 incidents: 85% Standard service requests: 49%Positive customer feedback: 82%

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Stop 1: ITIL implementation project

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Stop 2: Reorganising and upgrading

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Stop 3: Continual Service Improvement

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Stop 4: Where we are now

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Know your destination

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Pack what you need

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Travel together

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Buying new clothes?

Page 12: Essex County Council’s journey to ITIL maturity - Louise John, Essex County Council

Keep travelling

Page 13: Essex County Council’s journey to ITIL maturity - Louise John, Essex County Council

Thank you! Any questions?


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