Dominion Digital Helps Optimize IT Service Management Processes
A Client Success Story in the Financial Services Industry
Business Situation
A Fortune 200 Financial Services firm wanted to ensure their IT organizations were working together to deliver value and provide a competitive advantage to the businesses they supported. The CIO sponsored a multi-year Business Process Management (BPM) effort to establish a process infrastructure supporting continuous improvements in effectiveness and efficiency. As a result of prior successes with other process initiatives, Dominion Digital was selected to assist in the systematic and disciplined implementation of IT's processes.
Business Result
Combining IT knowledge and process expertise, the Dominion Digital team worked with the client to design and optimize end-to-end IT processes, establish cross-organizational process governance, coach on strategy and best practices in process documentation, and provide input to the client's leadership team. While the primary focus of the initiative was providing a process foundation, early indicators of performance improvement were already apparent.
Results from the initiative include:
- reduced labor costs by 16.5%;
- increased customer satisfaction by 10%; and
- reduced cycle time by 28%.
Dominion Digital has been vital to the traction we've achieved. Character is another word that comes to mind - struggling to bring real change and not giving in when it gets tough!
Project Director
