In the logistics business, optimized efficiency is essential to success. Therefore, while this organization is already a market leader, at a strategic level, management was looking to improve the efficiency and effectiveness of the IS organization by adopting best practices and industry standards, namely Information Technology Infrastructure Library (ITIL), IT Service Management (ITSM), and Capability Maturity Model Institute (CMMI). The client decided to move forward with the project, which led INS to design the solution. For each of the 14 areas of ITIL and ITSM, INS developed a framework vision process architecture; high-level process definitions; detailed procedure descriptions; and granular, work-level instructions as a global standard, getting global agreement on what was developed.
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