Case Studies

Service Desk SOP for a Public Sector Organization

Increasing staff and an organizational need to improve the maturity of the service desk meant IT had to rebuild its service desk to ensure all requests were handled...

Service Desk SOP for an Energy Company

With a new service desk tool coming in the following week, the organization wanted to formalize their service desk processes to ensure all requirements were met, and...

Portfolio Management SOP for Retail Company

Fueled by growth, IT faced some large strategic issues and did not have the time to spend on operational initiatives. The organization needed to build a process that...

IT Strategy Case Study of a Mid-Sized Health Care Organization

Performance and ability to support future growth were being challenged by an increasingly complex healthcare market and ever-tightening budgets. IT needed to chart a new...

IT Strategy Case Study of a Large Manufacturing Company

Increasing business complexity has been driven by both organic growth and acquisitions. IT had to align its people, projects, and resources with the Company's innovative...

HRIS Selection Case Study for a Large Property Management Firm

Over the course of 50 years, the Company has become one of North America's largest investors, owners, and managers of commercial real estate. The Company's HR information...

ITSM Case Study of a Financial Services Technology Provider

A financial technology solutions provider has been experiencing tremendous growth, spurring the number of departments, systems, and services to support it.

Service Desk Case Study of Olmsted Medical Center

Over the years, 16 groups had emerged within Olmsted Medical Center that provided IT service desk support to employees, visitors, and patients. Info-Tech Research Group...

Vendor Management Case Study of a Regional Grocery Chain

A lack of standardized vendor management process inhibited a grocery retailer from optimizing the value of its IT vendor portfolio and effectively managing risk in...

Application Development Case Study of a Large Health Insurance Provider

A health insurance provider that covers nearly 60 million people across all 50 states had high-priority mobile application and portal strategy projects on its agenda....
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