IT Service Management Solution Elevates IT Customer Service Background and Challenge A Premier Transportation Company launched initiatives to improve its IT infrastructure and processes. It had found it was unable to accurately measure its Key Performance Indicators (KPIs) based on the met- rics provided by its IT Service Management (ITSM) solution. From an operational perspective, incidents were being assigned and then re-assigned to incorrect support teams and often lost in a black hole. From a customer service perspective, users did not have a web portal where they could request help and get accurate completion estimates for reported common issues. From the business perspective, this made IT’s service delivery appear to be inconsistent, infl exible and not well managed. Senior m

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