IT-Transformation: New Dimensions in Service Management

Challenges and Objectives

The FTI GROUP, one of Europe's largest tour operators with 11,000 employees, was facing a significant transformation. Our aim was to implement a centralised IT Service Management (ITSM) platform that not only supports internal service processes, but is also scalable and functional across various units (ESM). In addition to the technological implementation of Jira Service Management, the ITSM processes were designed and implemented following ITIL standards and best practices.

Through enablement sessions and key user training, knowledge transfer was ensured with the aim of user empowerment. This laid the foundation for FTI employees to operate within the new processes and manage the new system independently.

Our Approach and Achievements

In a project with such complex dimensions and challenges, a clear strategy and extensive expertise were required. Our team at DEMICON combined tool expertise with profound methodological know-how to create the optimal conditions for Service Management at FTI. Tight timelines and collaboration with internationally distributed teams were the focus. Despite the project's complexity, we were able to meet the set goals together with FTI and successfully complete the project.

DISCOVER MORE ABOUT OUR PROJECT IN OUR FULL SUCCESS STORY!