Overview

A technology services provider managing multiple product lines struggled with inconsistent service quality and inefficient support processes. They needed an ITSM framework that could support their agile development practices while ensuring reliable service delivery to their global customer base.

How did JHB Consulting help in overcoming the challenge? 

JHB Consulting designed and implemented a DevOps-aligned ITSM framework that transformed their service delivery. We integrated service management processes with their development pipeline, ensuring a seamless transition from development to operations. Our team implemented automated service monitoring and incident management systems that provided real-time visibility into service performance.

The solution included establishing a sophisticated customer feedback system that drove continuous service improvement. We implemented quality assurance frameworks that ensured consistent service delivery across all product lines.

The results exceeded expectations. 

Service quality improved by 70%, while incident resolution times reduced by 45%. Customer satisfaction reached 95%, and operational costs were reduced by 30% through improved efficiency and automation.