TIPA Assessment - a Case study
Dimension Data and its approach
Founded in 1983 and headquartered in South Africa, Dimension Data is a specialist IT services and solution provider that helps customers plan, build and support their IT infrastructures. The company has over 11,000 highly skilled employees and revenues of $4.5 billion in 2008. Dimension Data is making significant investment for becoming a strategic technology partner to its customers and has been an early adopter of ITIL® and has made substantial investment since 2001 evolving processes, practices, knowledge and experience with ITIL.
Service Improvement and alignment initiative
In March 2006 Dimension Data began a Service Improvement and Alignment initiative across its Global Service Centres located in Boston (America), Johannesburg (Africa), Melbourne (Australia), Bangalore (Asia) and Frankfurt (Europe). The objective of this initiative was to ensure that the process maturity is clearly aligned with the business objectives. Also important was the alignment to ITIL best practices, the sharing of best practices across all Global Services Centres (GSC), the improvement of service quality, and the reduction of costs.
A tool that make recommendations
The assessment aimed at determining the maturity level of the processes in the selected Global Service Centres; at identifyingbest practices, which could potentially be shared across Global Service Centres; and at suggesting recommendations for improvement and alignment. Dimension Data wanted a tool that allow not only to understand the process capabilities of the different regional centers using ITIL as the reference model, but that would also provide helpful recommendations.
Five priorities
Dimension Data selected five processes based on their direct contribution to the company’s strategic goals for ITILassessment, ie:
- Incident management
- Service Level Management
- Problem Management
- Change Management
- Configuration Management
