Case Study: a large government agency improves IT service delivery and reduces unaccountable IT costs with Learning Tree International

Aligning people, processes & technology to create a world-class it organization

A large government agency faced significant challenges with poor IT service delivery and an inability to account for over $400 million in IT costs due to the lack of a clear service catalog. Learning Tree International partnered with the agency to address these issues through its ITIL Acceleration Workshops, aiming to create a new service delivery structure.

Learning Tree's solution involved providing relevant ITIL training to 200 agency employees and embedding an ITIL Expert to act as a project lead. The team developed a single, enterprise-wide IT service catalog to replace 13 separate ones, identified key services for SLAs, and created master templates for cost accounting. This resulted in a defined service delivery framework that properly manages assets and delivers value to customers.