Selected Engagements
IT Service Transformation
Representative founder career project
~2 hours → 15 minutes
~80% improvement in resolution times
Overview
A growing organisation needed a more responsive, capable and cost-effective IT service operating model.
Challenge
- Slow first response and extended resolution times
- Limited internal capability
- Dependency on external providers
Approach
- Service desk redesign and process improvement
- Development of internal capability and operational reporting
- Service level management and user-focused support
- A culture of accountability and continuous improvement
Outcome
- First human response reduced from approximately two hours to 15 minutes
- Resolution times improved by approximately 80%
- Internal IT capability significantly expanded
- Strong service-level performance sustained over multiple years
Capability Areas Demonstrated
IT Service Management · Service Transformation · Operational Improvement · Team Leadership · Customer Experience
Figures reflect founder career experience, not projects delivered by Elevated IT Ltd. Client identity withheld for confidentiality.