Customer Case Wortell

Wim Hoving

Architect ISM-methode

Managing Rapid Growth at Wortell

Wortell, a dynamic organization, experienced a remarkable 500% growth in its workforce over three years. Rapid expansion often brings substantial challenges, particularly in maintaining effective communication and collaboration across teams. When teams fail to share information effectively, it can obscure the full picture for employees, hinder optimal performance, and negatively impact customer service.

This situation led Wortell to reassess and enhance their IT service management processes, focusing on cooperation and seamless information exchange. The solution came from Servitect and their ISM method.

About Wortell

Wortell specializes in empowering employees within organizations through Microsoft technology. This includes training aimed at boosting digital competencies—like mastering Microsoft Teams for video calls—as well as handling more technical tasks such as Azure cloud migrations. Wortell’s primary goal is to manage the technical infrastructure so organizations can concentrate on their core business activities.

Discovery of Servitect’s ISM Method

Luc Joziasse, COO & Chief Happiness Officer at Wortell, remarked, “We discovered Servitect’s ISM method through glowing recommendations from our network. Our clients praised the method for significantly enhancing their ITSM processes, which encouraged our collaboration with Servitect.”

Identifying Challenges

Servitect’s initial engagement with Wortell started with a comprehensive survey to pinpoint existing challenges, explained Luc. A notable finding was the prevalence of a ‘boxed thinking’ which hindered inter-team communication. This is a common obstacle for swiftly expanding organizations.

Implementing the ISM Method

The ISM method offers a standardized, yet flexible, framework for improving ITSM processes across IT departments. It integrates ITIL 4 standards with other methodologies like DevOps and agile practices (Lean, Kanban, Scrum). Lourens Siderius, Head of Operations at Wortell, values the method for its adaptability, “The ISM method allows us to align our operations with rapid organizational changes, providing the flexibility needed to support continuous growth.”

Currently, the ISM method is operational within the Managed Services department, and there are plans to expand its application to the Product Development and Professional Services departments. Each month, a process manager reviews and refines a specific process, based on comprehensive feedback and analysis, to drive continuous improvement.

Results and Future Vision

After implementing the ISM method, Wortell noted a significant improvement in employee satisfaction, with a two-point increase on a ten-point scale. Lourens commented, “Our departments now feel more positive about their work, which translates into better customer experiences through quicker incident resolution and consistent communication.”

Looking ahead, Wortell aims to further refine their ITSM processes through Servitect’s dashboards and insights, which link directly to their ticketing system to provide actionable data intelligence.

Engage with Us

Interested in learning how the ISM method can transform your organization? Contact us at +31 88 2034000 or via email at info@servitect.com. Whether you’re considering a full implementation or taking gradual steps towards improvement, Servitect offers a range of services including books, training, master classes, and coaching to support your journey.

Servitect, the pioneer behind the ISM method, is here to guide and support your organization’s continual improvement in IT service management.

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The ideas and solutions in this blog are part of the ISM method. This method provides an IT organization with a fully integrated approach. An approach at the strategic, tactical, and operational levels. In ISM, the most practical ideas from ITIL®, Lean, DevOps, and OBM are integrated into one compact and applicable framework. The ISM philosophy is open source and universally applicable. These texts are copyrighted and may be freely distributed with proper attribution.

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