ITIL in theory – and in reality
ITIL is based on categorizing cases into, for example, incidents, service requests, changes and problems. But we often see that these categories are not used correctly in practice.
When cases are charged continuously and employees are disturbed in their work, the cost quickly becomes high. Without correct categorization, important patterns and deviations are also lost.
Correct categorization – the path to insight and improvement
By analyzing categorized cases – preferably with the support of AI and BI tools (Business Intelligence) – recurring problems can be identified and addressed.
This is where the difference is made: when root causes of incidents are mapped and solutions are implemented, the number of cases is reduced, security is strengthened and costs fall.
We have seen examples where customers have reduced their cases by up to 50% in just one year – with both direct and indirect savings as a result.
Why isn't the analysis work done?
Despite the fact that many contracts stipulate that the supplier should work on problem cases, we see that the analysis work is often lacking. Common reasons are:
- Suppliers focus on SLAs (Service Level Agreements) rather than long-term improvement.
- Business models where more cases mean greater revenue.
- The customer often lacks the skills, structure or time to work proactively.
This is how we work – methodically and data-driven
At MissionPoint, we combine expertise, methodology and AI support to solve the problem:
- We require suppliers to apply a standardized categorization, which also captures the system perspective.
- With our Cost Control service, we visualize case data and trends, which provides a clear overview and the opportunity to dive deep into different categories.
- We use AI to streamline analysis work – an element that otherwise often takes too long or is not done at all.
The result is fewer incidents, lower costs and a more modern and secure IT delivery.
What you can do today
- Require a standardized model for case categorization.
- Have regular reconciliations with the supplier – preferably with a helpdesk representative.
- Listen to users – where is the greatest dissatisfaction?
- Focus on systems or functions with the most cases.
- Identify problem cases and perform root cause analyses.
- Automate processes for common orders (onboarding, password resets, installations).
- Ensure that there are clear instructions and training materials.
Take control of your IT issues
At MissionPoint, we have extensive experience in helping organizations reduce the number of issues, increase quality and lower costs – through structured IT governance and data-driven analysis. We know what it takes to succeed, and we have the tools and methods that make a difference.
