Category: Case studies

Performance assessment of an IT PMO against effectiveness & efficiency measures

A major insurance company was able to free up 15% of capacity in their IT Support teams by implementing Expertivity’s Service Operations Management Framework

The situation KTL (Killarney Telecom Limited) provides engineering services to the telecommunications and utility sectors. It employs 300 people, is headquartered in Naas, Co. Kildare, and works for…

The situation In 2016 a large health organisation began a digital transformation to improve its online presence and service delivery. Its main Customer Services Centre worked as a…

The situation One of Ireland’s largest insurers, with over 40 years’ experience and over 500,000 customers, needed more capacity in its Central Operations Team. The team handles back-office…

The situation The Irish subsidiary of a foreign bank had to cut its costs by more than 30% within 12 months to stay open, and train its own…

The situation A government shared services centre with over 700 people on 6 sites provides HR, pensions and payroll administration for 39 government departments and 52 public service…

The situation Netwatch was delivering a good service level, but not scaling at the pace it wanted. It had invested in its platform, sales were bringing in more…