Gartner Research

Toolkit Case Study: Insurance Provider Improves Service Delivery via a Service Catalog

Published: 06 March 2008

ID: G00154761

Analyst(s): Debra Curtis , Kris Brittain

Summary

Users complained about a confusing array of forms and databases to request IT services. An IT service catalog project improved IT service quality, customer satisfaction and operational efficiency.

Table Of Contents
  • Overview
  • Introduction
  • The Challenge
  • Approach
  • Results
  • Critical Success Factors
  • Lessons Learned

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