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Training Case Study - ITIL Training
The challenge
The customer was failing consistently in meeting their IT operations objective to meet the Service Level Agreement
Incident management.
The solution
Gradient assessment revealed that there is lack of co-ordination and mutual understanding between the Incident,
Change Management and Configuration teams. Also, there was unclear mandate and no framework for both the teams
to work collaboratively.
Gradient designed and delivered a customer ITIL training program for “Incident and Change” teams by grouping them
together and conducting simulation exercises.
The benefits
Clear understanding of ITIL framework and the inter-relationship helped silo teams realize the need to work together
and engage each other.
• As a part of the exercise, the teams took major incident areas and were able to come up with problems.
• 80% of the identified incidents were identified for “root cause analysis” and within a period of 2-weeks, the
customer saw 20% reduction in their weekly incident volume.
