ITIL process optimisation for a Global Insurance Carrier


A global Insurance Carrier had gaps within their organisation in the way that their IT services were managed when system outages occurred. Our client engaged r10 to produce and document new ITIL processes, through a review of as-is processes against industry best practice and the needs of the business. The optimised and improved processes then had to be implemented across our client’s IT function encompassing circa 250 people.

The engagement focused on the following ITIL processes: Change Management, Incident Management, Problem Management, Continuity Management, and User Access Management.


What was the challenge?

An internal audit highlighted deficiencies in the examined IT service management processes. An urgent project was required to remediate these audit issues and ensure the processes were effective, efficient and fit for purpose.

For instance, Change Management processes didn’t have consistent and robust review and approval activity and changes regularly caused production issues. Also, User Access Management was deficient. Access to critical applications was not managed in a consistent and repeatable manner for people who changed roles or left the organisation.


How did r10 help?

During the engagement, r10 had to define and document various IT service management processes, such as Change Management, Incident Management, Continuity Management, and User Access Management. Our work involved documenting these processes, facilitation of their approval by relevant parties and putting in place supporting governance structures. r10 also ensured that all new policies were communicated, trained and understood across the IT function.

The original scope of the work did not include Problem Management, however when reviewing and updating the Incident and Change Management processes, r10 highlighted issues within this area too. r10 were able to absorb this additional scope and deliver updated and enhanced Problem Management processes.


What was the outcome?

The audit function approved the new processes as fit for purpose. We successfully transitioned those processes to BAU, enabling IT to support the business more effectively.