Automotive industry and general driving pun writers need not apply, this headline already writes itself; the importance of IT Service Management (ITSM) to the trade has been validated. With the global fleet management industry expected to grow from US$12.06bn in 2014 to $35.35bn by 2019, organisations involved in car leasing are being urged to recognise the importance of a quality, structured ITSM during periods of growth.
Why the increased revs?
A recent report from MarketsandMarkets found that the increasing number of vehicles globally (which is in some part resulting from a major boom in the emerging economies) is having a positive impact on the fleet management industry.
In turn, this upswing has implications for businesses that structure effective ITSM into their operational architectures from the start.
First class (chauffeur-level) service
A new case study from AXELOS Global Best Practice outlines how one of the world’s leading car fleet organisations has benefited from a structured approach to ITSM, helping the IT department deliver a quality service to 6500 staff across 32 countries, enabling them to provide a first class service to customers.
LeasePlan Information Services (LPIS) is based in Dublin, Republic of Ireland, and employs around 200 people who support IT services for the firm’s global organisation, which manages 1.42m vehicles worldwide. Within LPIS, the Service Support Team provides a central and local service desk function for all LeasePlan countries.
ITIL steering controls at the helm
The AXELOS case study outlines how ITIL as the most widely accepted approach to IT service management in the world has helped LPIS to deliver a high quality service to customers since it was established in 2003.
“ITIL processes are structured and make sense,” explained case study author Sandra Duigenan, LPIS service delivery manager. “They allow us to have a common language between support groups and to set clear expectations from a service delivery point of view. There are also flexible and robust systems available to support the use of ITIL in an organisation.”
ITIL is playing an integral part in the performance of the firm’s service support function and overall service delivery.
ITIL test, for service driver proficiency
Duigenan continues, “All new hires to LPIS are given ITIL Foundation training and sit their certificate exam within their first year of service. This training ensures that we all speak the same language and know the theory of the framework we have adopted.”
“We now have ten people in the support team in Dublin, providing a central and local service desk function to all LeasePlan countries. In 2014 the team consistently outperformed their service levels in the two main ITIL processes they deliver on – incident and standard request management.”
Peter Hepworth, AXELOS CEO has said that ITIL advocates how IT services are aligned to the needs of the business and support its core processes. He also emphasised that it provides effective guidance to organisations and individuals on how to use IT as a tool to facilitate business change transformation and growth.
“The experience of LeasePlan is a prime example of the value ITIL delivers to thousands of global companies going through periods of transformation,” said Hepworth.
Driving home the point
ITSM consultant, mentor and analyst Barclay Rae has commented on this story to underline the importance of services in the context of today’s modern economies.
“Traditional ITSM and ITIL approaches provide consistency, accountability and can manage risk for organisations – so this is an essential element for any company that is going through growth,”
Rae continued, “ITIL training and service improvement projects need to support business goals first – these must be applied with sensitivity and relevance to the culture and goals of the organisation. So an enlightened, flexible and adaptive approach must be taken to ensure success – just taking the exams and following the books by rote will not deliver value.”
The full case study can be found on the AXELOS website at https://www.axelos.com/case-studies-and-white-papers/leaseplan-information-services.