Case Study: City of Tempe achieves faster IT maturity and 15% higher first-call resolution with Hewlett Packard Enterprise

City of Tempe Sets New Standards for IT Service Delivery

The City of Tempe was struggling with undocumented, legacy IT knowledge and inconsistent processes that threatened service levels and institutional knowledge as long‑tenured staff retired. To address this, the City worked with Hewlett Packard Enterprise and participated in an HPE Education Applied Service Management Workshop that applied ITIL and ITSM best practices to their centralized IT support for eight city departments.

Hewlett Packard Enterprise ran interactive ITIL/ITSM training and a seven‑day Applied Service Management Workshop, helping Tempe implement incident management and request fulfillment processes, document procedures, and create measurement scorecards. The result: first call resolution rose from 52% to 67% (a 15 percentage‑point improvement), field visits dropped from 25% to 12% (more than halved), issues closed on time increased from 88% to over 95%, user satisfaction climbed about 25%, and Tempe moved from COBIT maturity level 1 to 3 in eight months.

City of Tempe

Mark Wittenburg

IT Manager