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By titicus Case Study February 12, 2019

IT Service Management: Vacation Ownership

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Leading South East US vacation provider connects over 175,000 homeowners with over 60 resorts in more than 40 popular destinations across the continental U.S. and the Caribbean. The client wanted to improve customer satisfaction through their Helpdesk operations and tasked SDG with improving current processes and operational effectiveness.

Services Include:

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ITSM Process Assessment

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ITSM Tool Analysis

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Process GAP Analysis

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Improvement Plan

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Maturity Profile and Ratings

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Quick Wins

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SDG Solution

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ITIL Framework for IT Service Management process assessment

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CMMI Maturity ratings for process maturity profile

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Six-Sigma DMAIC and ITIL CSI Model for process improvement

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Six-Sigma DMADV for new process design

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Results

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About SDG

SDG is a global cybersecurity, identity governance, risk consulting, and advisory firm that advises and partners with clients to address their complex security, compliance, and technology needs and delivers on strategy, transformation, and long-term management of their cybersecurity and IAM programs.

titicus / About Author
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