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Insurance

ITIL Implementation

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Project Background & Scope

The client aimed to strengthen their IT operations by adopting key components of the ITIL framework—specifically Incident Management, Change Management, and Release Management.

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Project Outcome

Incident Management was successfully implemented within the Helpdesk, supported by the deployment of an IT Service Management (ITSM) tool to streamline issue tracking and resolution.
Change and Release Management processes were established across the IT platform to standardize how system updates and modifications were planned, tested, and deployed.

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Client Benefits

  • Improved user satisfaction and faster resolution times through a centralized Helpdesk and structured Incident Management

  • Significantly reduced system downtime, as all changes and releases were carefully coordinated, tested, and implemented using consistent processes

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