Case Study: Three UK achieves faster service maturity and continuous improvement with Devoteam

Three UK lifts CoE maturity in 8 weeks with Devoteam

Three UK, a major mobile network provider, was undergoing a large-scale digital transformation but faced a challenge in operationalizing new agile processes within its newly created Service Operations and Assurance Centre of Excellence. With an eight-week deadline to increase the maturity of its Incident Management function for an impending accountability switch, the company needed to quickly bridge the gap between senior management's vision and the work being performed at the team level. Devoteam was engaged to address this challenge.

Devoteam created and implemented a tailored Maturity Methodology based on ITIL and CMMi best practices to strategically develop the team's capabilities. Their consultants up-skilled Three UK's people and embedded the company's core values into its operational ways of working. As a result, Three UK successfully met its transition deadline, and the new methodology provided senior management with greater insight and confidence in team performance. The measurable impact included empowered process owners driving continuous improvement and the team winning the Service Management Team of the Year award.

Three UK