Resolving IT Service Chaos with a Centralised Tracking System

Creating a ledger of truth for all service requests and incidents across a global enterprise.

Project Statement

The client faced major IT service management issues due to poor integration between multiple service providers’ ticketing systems. As the organisation experienced rapid growth, thousands of overdue tickets, missed SLAs, and unresolved incidents created operational chaos. Service providers blamed one another, accountability was unclear, and users experienced delays – significantly impacting customer satisfaction and business operations. Vendor risks had materialized into real problems.

Problem Solution

We developed a centralized service request and incident tracking system that provided end-to-end visibility across the client’s entire vendor landscape. This system became the single source of truth, ensuring requests were tracked, assigned, and escalated appropriately. By creating full traceability, the system eliminated finger-pointing and ensured clear accountability for resolving issues and reducing backlogs.

Value Delivered

The Outcome
✔️ Overdue requests reduced from thousands to fewer than 50.
✔️ New user onboarding time cut from 30+ days to just 2 days.
✔️ Improved visibility enabled the identification of systemic issues, driving further backlog reductions.
✔️ The system became the foundation for transitioning to a fully integrated enterprise service management platform adopted by all vendors — enhancing long-term service delivery and collaboration.

By delivering a robust solution that improved visibility, accountability, and efficiency, we empowered the client to regain control over their IT service landscape, enabling smoother growth and improved user experiences.

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