Professional Documents
Culture Documents
Steve Haslam
Case study
October 2018
Contents
1 Introduction 03
2 The importance of IT and IT service management to Aquila Heywood and its customers 03
5 ITIL training and certification: supporting growing services and new development methods 04
9 About AXELOS 08
There have been many regulatory and legislative changes within the pensions and insurance industry in
the British Isles in recent years. The public sector has experienced major challenges and has had to rapidly
adapt in response. As a consequence, the technology that supports the industry has had to innovate to
keep pace.
Aquila Heywood adopted ITIL® in 2013 to ensure it could efficiently meet the changing needs of the
marketplace. One of the aims was to address issues relating to the management of incidents, problems and
change, including the ability to communicate vital and relevant information to its customers.
We have a pretty complex business in terms of software customisation. This involves traditional
developers writing code alongside financial services specialists, as well as regulation and legislation
experts.
Customers expect us to react immediately to high impact events, for example, a member-facing
website going down, or the inability to run payroll, as well as routine issues like the need to meet
legislative deadlines (and the fines they risk for failing to meet them). There are also lesser issues,
such as a slow-running server or a financial calculation not providing the expected result.
We had a large number of tickets and we weren’t differentiating between incidents and problems,
which affected our ability to manage them. It was like herding cats,” Steve says. “If a server’s down,
that’s unavoidable and has to be dealt with immediately, but a software fault raised by a customer
has a longer lead time. We had a large number of tickets involving numerous clients experiencing
the same problem.
User groups and customers want to view real time information about faults that affect them. Customers can
now consult a known error list, with the understanding that Aquila Heywood is actively working on a fix for
anything listed.
Steve says:
We can now update a large number of customers at once, which removes delay in communication
about errors. This is important; errors are inevitable in any complex IT environment such as ours,
where we have two mature applications and 60 developers across two sites constantly updating
code, along with teams working on financial calculations.
Today, we have clear information for managing the business and for the customer relationship team.
For example, what might initially be reported as something wrong with our product can turn out
merely to be a bit of advice the customer needs.
The company is positioned to feed lessons learned into its development and testing activities. Having
regular meetings with the testing manager helps identify trends and prevents issues from recurring. For
example, there were historic issues within one system at the start of each new tax year; the operations
team worked with the development team to create a testing process that ensured it couldn’t happen again,
preventing the vulnerability leaking into future releases.
‘The interaction we now have between service operations and development has addressed the issue of
siloed-working,’ Steve says.
Meanwhile, having staff trained and certified in service transition has supported the development team’s
adoption of DevOps. Contrary to the myth, DevOps and ITIL complement each other, and ITIL can be
adapted to accommodate continual deployment of software, automated testing and accelerated release
cycles. For example, in Aquila Heywood’s case, incidents can be assigned to DevOps engineers when
required.
There is always resistance to change but, in this case, no greater resistance than for any other
change. Ultimately, we had to sell the idea to people who might have been with the company for 30
years. However, anyone who was initially resistant has been won over because they see the benefits
that ITIL brings.
We have a more accurate picture of how we’re working, our operations are easier to manage, and
customers feel the benefit of the changes we have made.
We’re now using definitions that create an association between a problem and a configuration item.
That means customers can now view just the problems that relate to them, rather than problems
that don’t affect them.
Our service operations policy dictates that, if a customer is likely to experience an issue through an
incident or problem, we should tell them, however difficult that might be.
zz Take time to explain to colleagues and customers the challenges you face, and the benefits ITIL will bring
zz Talk to customers about the information they need and about where problems arise
zz Make management information readily available to everyone in real time; it drives the desired behaviour
zz Invest in a comprehensive service catalogue
zz Shift as many incidents and service requests ‘left’ to the first line team as possible; it reduces management overheads
while improving response times.
The methodologies, including ITIL®, PRINCE2®, MSP®, RESILIA®, are adopted in more than
150 countries to improve employees’ skills, knowledge and competence in order to make both
individuals and organizations work more effectively.
Visit www.AXELOS.com for the latest news about how AXELOS is ‘Making organizations
more effective’ and registration details to join AXELOS’ online community. If you have specific
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Credit image on page 3: copyright Getty/R A Kearton; credit image on page 5: copyright Getty/
Mint Images.
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