Case Study
Transforming IT Service Management For a University Client*
Increased Knowledge Usage by 50X
Improved Ticket Resolution from 6 Days to 6 Hours
Overview
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In 2024/25 we partnered with a leading research university to transform the service desk,
implement ITSM best practices, and improve the user experience and brand perception.
We addressed these goals by adopting a systematic approach to measuring and improving service management maturity, as outlined in Practical Service Management, and employing effective organizational change management practices.
Challenges
The organization faced several key obstacles:
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Delivery and Support: Processes had developed organically, resulting in inefficiencies and an inconsistent delivery and support experience.
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Partnerships: Limited collaboration existed between the service desk and service teams and there was no formal process for sharing knowledge and metrics.
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Tools: The ticket management tool had evolved over time to address ever-changing tactical needs, so there was no overall design or established protocols.
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Maturity: No method existed to measure, track, and drive service management maturity.
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Metrics: Service targets did not reflect customer needs or expectations. Metrics were not used to track progress towards clear objectives or identify opportunities to improve efficiency.
Objectives
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Key objectives of this program initiative included:
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Structures: Establish the service desk as a trusted entry point to support and services for the campus.
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Processes: Review and optimize service management delivery and support processes.
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Tools/Technology: Assess the current ticket management tool and establish standards for prioritization, requirements gathering, capacity planning and forecasting.
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Roles and Responsibilities: Implement an assessment model, professional growth plans, and a training program that includes both hard and soft skills as well as leadership training and coaching.
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Metrics: Define key performance indicators (KPIs) for processes, structures, and tools. Cultivate a culture that embraces metrics to drive improvements, align service targets with customer needs, and encourage accountability.
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Continual Improvement: Establish processes and mechanisms to ensure continual improvement across all service management components.
Reduced Incident Resolution Times
By establishing a consistent and efficient process—prioritizing reliability over speed, we significantly reduced Mean Time to Resolve (MTTR) from 6 days at the beginning of 2024 to fewer than 6 days at the close of the engagement. Where historically resolution was measured in days, resolution is now measured in hours.
Increased Effective Use of Knowledge
We implemented a standard process for analysts to associate relevant knowledge with incidents, allowing us to identify gaps and improve both the quality and availability of relevant knowledge articles—from an average of 1% over the previous year to a record 48% recently.
Increased Customer Satisfaction
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Shorter resolution times and improved consistency have led to more satisfied customers and a greater trust in the Service Desk.
Empowered Leaders and Teams
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Investing in leadership development and team empowerment has led to stronger decision-making and a greater sense of ownership across the Service Desk.
Key Takeaways
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Structured, Phased Approach: A step-by-step maturity framework helps staff adapt, embrace change, and drive meaningful improvements.
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Collaborative Implementation: Clear communications and team involvement minimizes resistance and fosters ownership.
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Sustainable Growth: Mentorship and training programs empower staff and improve service quality and morale.
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Measurable Impact: Metrics-based decision-making ensures accountability and helps identify improvement opportunities.
Summary
This transformation demonstrates the value of adopting a structured approach to service improvement. By introducing a model for assessing and tracking maturity, aligning processes with industry standards, and empowering staff, we helped our client mature their service management organization.
We appreciate the strong partnership, leadership, and enthusiastic team that made this transformation possible. Thank you for the opportunity to collaborate on this journey.
If you are interested in improving how your organization delivers and supports services, please reach out!
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Regards,
Troy Kinsey
Managing Partner, Kinbalo Ventures
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* Note: Client name available upon request. References can be provided for serious inquiries.