Our client had a large and sophisticated information technology (IT) organization with very mature processes related to IT operations, including IT change management. However, because of the size of the organization and the rapid pace of change, the client struggled with maintaining a balance between the speed in which changes were released and the control over changes. 
Specifically, the client noted:

1. Customers and internal service representatives were affected by changes without appropriate notification and/or training.
2. Changes were not always thoroughly tested before they were released, resulting in production defects.
3. Demand of IT and business changes could not be accurately forecasted.
4. Some staff were bypassing parts of the change management process.

As a result of this analysis, our client decreased time to market of new systems functionality and increased volume of changes processed. In addition, the IT department has decreased overall costs and gained efficiencies through: 

1. Increased system stability, integrity and performance
2. Reduced system maintenance time and effort
3. Enhanced business alignment and flexibility
4. Increased user satisfaction and IT staff productivity
5. Improved audit ability and accountability

How We Help Companies Succeed

Organizations struggle to maintain data integrity and system availability while delivering solutions to customers and business users. Performance issues, frequent outages, and long lead times to implement changes often cast a negative perception of the IT department. According to ITPI:

1. Up to 80 percent of unplanned downtime is spent trying to determine “What changed?”
2. Top performers have unplanned work levels of <5 percent, while most have levels of 35 percent to 45 percent; 29 percent to 55 percent fewer “emergency” fixes; 11 percent to 25 percent better change success rates; and 39 percent to 52 percent lower repeat findings.
3. Top performers also have up to 30 percent higher customer satisfaction.

We work with organizations to become top performers by designing integrated processes and deploying technologies that manage multiple stakeholders’ expectations, decrease downtime, and improve change success and incident resolution, while achieving audit and compliance objectives. 

For additional information, please contact:

Michael Schultz
Managing Director
+1.713.314.5001
michael.schultz@protiviti.com

Protiviti (www.protiviti.com) is a global business consulting and internal audit firm composed of experts specializing in risk, advisory and transaction services. The firm helps solve problems in finance and transactions, operations, technology, litigation, governance, risk, and compliance. Protiviti’s highly trained, results-oriented professionals provide a unique perspective on a wide range of critical business issues for clients in the Americas, Asia-Pacific, Europe and the Middle East.

Protiviti has more than 60 locations worldwide and is a wholly owned subsidiary of Robert Half International Inc.
(NYSE symbol: RHI). Founded in 1948, Robert Half International is a member of the S&P 500 index.