Shifting Focus: From Technical Components to Measurable Business Value
Redefining IT services around business value and implementing new governance to measure consumption and cost. We addressed the client’s complex, technically focused service structure by applying ITIL 4 principles to create a business-centric catalogue, which led to high user adoption and robust, measurable IT service management.
Our Challenge
The client’s global IT department managed hundreds of internal services, but without a unified structure. The existing service catalogue was technically focused and confusing, leading to high friction, inaccurate reporting on IT costs, and poor user adoption. This complexity directly undermined their ability to measure and fund services effectively, violating several key ITIL 4 principles.
Our Solution (The Approach): Wisey Way utilized the ITIL 4 Service Value System to map all existing technical services to value streams and customer-facing products. We redesigned the entire Service Catalogue around a simple, business-centric taxonomy, and implemented new governance for service design and retirement.
The Result Of Project
Tangible Impact: The new catalogue brought immediate clarity to the entire IT organization, shifting the focus from technology components to measurable business value. This transparency unlocked strategic funding decisions and dramatically improved service consumption.
Results & Long-Term Value:
- Achieved a 90% adoption rate of the new Service Catalogue within 3 months post-launch.
- Reduced internal service-related reporting errors by 65%.
- Enabled the client to align services with the ISO/IEC 20000 standard for future certification readiness.
- Established a sustainable Service Owner governance model for continuous maintenance.
