Information Technology

ITIL Best Practices Drastically Improve Customer Happiness

ITIL-Utility Company


For over 125 years, our client has been a leader in the transmission and distribution of electric energy in Southwestern Pennsylvania serving nearly 600,000 customers.  To maintain its reputation as a superior provider of excellent customer service and reliable power, the company knew that it had to focus on modernizing the processes, teams, and technology that forms the IT backbone accountable for providing service to internal users and external customers.   Pain points included:

  • Internal Team Members frustrated with confusing and time consuming manual processes
  • Duplicate support efforts across teams and organizations
  • Lack of visibility into the performance of support organizations within IT


Focusing specifically on IT Service Management activities, we redefined how foundational support activities were handled to improve communication and reduce waste.

Our team:

  • Merged ITIL best practices with an understanding of what would work best culturally and organizationally to implement services that are “right fit”
  • Created operational consistency across siloed support teams to allow the IT organization to accurately set customer expectations and continually improve


The utility provider is now able to provide better service to internal and external customers in a way that is both scalable and aligned with expectations. In addition, our efforts yielded:

  • Over 1,000 hours in annual time savings by eliminating duplicated support efforts
  • Over 1,000 hours in annual time savings through providing the right level of visibility into support activities to the right people at the right times
  • Approximately 1,200 hours in annual time savings by improving support communication with customers
  • A methodology for customer support that will be fully automated using IT service management technology

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