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LeasePlan Information Services’ Service Support Department


As a global car fleet organization with around 6000 employees worldwide, LeasePlan is reliant on its Information Services to connect the different parts of its business. LeasePlan Information Services (LPIS), a Dublin-based business entity, employs 190+ people in support of IT services for the global organization.

How did you approach ITIL’s adoption?

LPIS was established in 2003. It was a greenfield site and we used ITIL from the start. Over the years, we refined our processes and apply continuous service improvement plans every year. Buy-in for ITIL adoption was supported from the top down. The process owner for each of the ITIL streams is at the director level. Process managers within the operational management layers are also appointed to own and drive improvements at the team level. Performance against service levels and process KPIs is reported and analysed weekly right up to the senior management team.

How does ITIL make things easier?

ITIL provides a professional approach to service delivery, using a common framework with in-built controls. As an accepted standard, it allows us to have a common language across teams and departments and, with its measurable processes, it can help organize staff and give greater visibility to IT costs and assets, as well as to the use of those assets. ITIL enables a company to devise staff training plans and career paths in IT Service Management, which helps with staff retention and motivation, which leads to better service delivery and happier customers.

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