Case Study: HMCTS accelerates service management maturity with Methods

HMCTS accelerates service management maturity and cuts incident backlog by 90% with Methods

Her Majesty’s Courts and Tribunals Service (HMCTS) faced significant challenges in its IT service management, including a large incident backlog and critical escalations from senior judges that threatened the continued use of its service desk. To address this, HMCTS engaged vendor Methods to mature its operational support through the Future Services (FUSE) Programme, aiming to make it more efficient and user-focused.

Methods implemented a solution using Agile methodology to rapidly deliver a range of projects. These included creating a balanced scorecard for improved reporting, defining new service levels, launching an annual digital support survey that received over 5,000 responses, and standardizing support offerings. The results accelerated service management maturity for HMCTS without disrupting live services, successfully reducing the incident backlog by approximately 90%.

Her Majesty’s Courts and Tribunals Service (hmcts)