What happened during 2012.

  • ISO20k inspired review of 10 functions in GS (representing 5% of the department's scope) with help of an external consultant.
    The outcome was presented in a workshop in April where identified weaknesses and opportunities for improvement were discussed.
  • Scope in terms of services and processes was extended (Fire brigade, HR services and many more). Close to 200 additional request and incident forms were deployed.
  • A Risk Management framework was discussed agreed and implemented in the service management system.
  • The ticket volumes increased significantly between 2011 and 2012.
  • The knowledge management process was introduced and over 1500 knowledge articles published.
  • Number of supporters using the system to resolve incidents or fulfill requests is also rising over the years (the 2010 number were the ones that were there from the start, loaded end 2010).
Page last updated on: 30 January 2017 at 17:15