Driving Impact with ITIL

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For more than 160 years, Bayer has operated across the fields of pharmaceuticals, consumer health, and crop science. As the company adopted its Dynamic Shared Ownership operating model, it sought new ways to accelerate innovation, empower front-line teams, and strengthen collaboration across the business.

As part of this transformation, ITIL helped Bayer reshape its collaboration with managed service providers, clarify end-to-end responsibilities, simplify service management processes, and create a more integrated approach to products, services, and experience.

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Spotify is famous for its autonomous approach for scaling agile development. But to maintain a high-quality experience for users, they needed a framework that would align IT service delivery with business strategy. And that's where ITIL changed the game.

Using ITIL practices, Spotify identified and solved four key challenges on their journey towards agile operations:
Visualizing the total workload
Managing work overload
Coordinating the needs of internal users
Managing different types of work

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With a globally distributed team of more than 15,000 service professionals, HPE Managed Services is focused on driving the business forward for stakeholders to ensure IT runs at optimal performance, reliability and cost-effectiveness. Adopting the ITIL framework was key to helping HPE improve customer satisfaction, facilitate continuous improvement and to optimize the total cost of ownership.

Using ITIL 4, HPE has seen:
50 % reduction in major incidents
25 % reduction in MTTR
3.5 % increase in change success rate and much more.

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Spanish technology leader, Nunsys Group, provides managed services, consulting, and solution implementation services to organizations across the globe. In 2017, when the company decided to transform, modernize, and scale its operations, it turned to ITIL best practices and ISO 20000. ITIL offered the structured and standardized path necessary to achieve key objectives, enabling Nunsys Group to:

Simplify its processes at scale to reach operational excellence
Increase stability through automation and avoid bottlenecks
Strengthen team capabilities in service management and emerging technologies
Maximize efficiency and cut costs

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Connecting thousands of investors with local SMEs across Quebec is a major undertaking, with stakeholder trust at the top of the list of priorities. Fondaction needed to ensure they could deliver a consistently high-quality service to their customers - and ITIL was central to their efforts to raise standards across the organization.

With ITIL in place:
Customer satisfaction has increased to 4.95 out of 5
Successful change completion has improved by 7 %

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Shifting from being a globally renowned manufacturer to digital-focused service provider required Panasonic to transform their processes and culture from the inside out. ITIL 4 was crucial to setting a common goal between individuals, teams and the organization, allowing them to define a service value system that allowed everyone to create value together. Panasonic has now trained more than 2,000 ITIL 4 certified employees. The training program was well-received, with 40 % of Panasonic respondents expressing strong support for the ITIL courses.

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Travel software developer Amadeus had an effective and efficient process for managing internal service support. However, the process was too slow and ineffective for customer-facing operations. By adopting ITIL 4, Amadeus transformed their service management and delivery processes.

By building a new Level 3 support team to deal with no-code application issues, Amadeus has seen significant improvements, including:
Reducing fix times from 10 days to 6
90 % resolution rate for certain application fixes
A significant reduction in demand for developer-led resolutions

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To meet international payment standards, Bank Syariah Indonesia needed operational stability managing complex technology and regulatory requirements. Applying ITIL 4 practices, the bank achieved seamless ISO 20022 compliance, improving service performance, business continuity, and sustainable growth.

With ITIL in place, Bank Syariah Indonesia:
Maintained operational stability with ITIL 4 change enablement
Built scalable IT operations using ITIL 4: Create, Deliver and Support
Improved service quality and business continuity
Embedded continual improvement for lasting performance

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To modernize IT operations and strengthen community impact, The Learning Enrichment Foundation (LEF) adopted ITIL 4 best practices to enhance efficiency, service quality, and user experience. Guided by principles such as start where you are and optimize and automate, LEF built sustainable, people-centric IT services that support its mission.

With ITIL 4 in place, LEF:
Addressed technical debt with ITIL 4: High-Velocity IT
Improved incident and service request management
Increased efficiency and visibility with ITIL 4 service desk
Embedded continual improvement for lasting impact