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Stories from the Field: A Global Energy and Gas Organisation
Deployment with little stakeholder consultation nearly always results in a negative reactionary response from service staff. Read on to find out how this organisation turned their negative
situation into positive results!
This story describes how a global Energy and Natural Gas Exploration Organisation went about rectifying issues that arose from a deployment of three ITIL Service Management processes and a new toolset.
Traditionally in their organisation, service staff would deliver services based upon local and regional methods without any global consolidated view of the services that were being provided to the business.
The three processes and tool were deployed with little stakeholder consultation and, as a result had a negative
reactionary response from all service staff across the organisation. Although this situation could have been prevented by better consultation and planning, it was possible to establish simple, achievable process control quickly, and immediately improve the uptake of the new processes and toolset, by providing effective two-way communication.