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Aon PLC Elevates IT Service Management and User Experience with Pink Elephant
AON optimises ITSM and UX
Aon PLC, a leading British-American multinational professional services firm, offers a wide range of financial risk-mitigation products, including insurance, pension administration, and health insurance plans. To continue delivering exceptional service across its global operations, Aon sought to transform its IT Service Management (ITSM) practices and enhance the user experience.
The Challenge: Ensuring Consistency Across Global Operations
As a company that has grown through acquisitions and mergers, Aon faced challenges in achieving consistent ITSM practices across its global IT organisation. Despite having well-established service management processes with a good level of maturity, Aon struggled with consistent incident prioritisation and a unified awareness of the business impact across its 2,500+ business services.
The Solution: Comprehensive ITSM Assessment and Improvement
From September 2021, Pink Elephant partnered with Aon to assess and optimise its ITSM practices over a four-month period. Led by principal consultant Alan Munday, Pink Elephant conducted over 35 interviews with Aon staff from various IT and business disciplines across Europe, Asia Pacific, and America. This thorough assessment aimed to understand the performance of Aon’s ITSM practices and identify areas for improvement.
Utilising the PinkScan assessment tool, Pink Elephant provided an independent and objective evaluation of Aon’s ITSM maturity. PinkScan, renowned for its impartiality and alignment with ITIL frameworks, offered a comprehensive analysis of Aon’s service management disciplines. Based on the results, Pink Elephant provided tailored recommendations to help Aon advance its ITSM practices and shift towards a service-oriented mindset.
The Result: A Transformative Shift in IT Service Management
With Pink Elephant’s guidance, Aon successfully optimised its ITSM practices, achieving a significant shift towards a service mindset. The commitment from senior leadership has led to stronger alignment across service operations and delivery, enhancing the overall maturity and effectiveness of Aon’s ITSM processes.
Customer Benefits
- Baseline ITSM Maturity Assessment: A comprehensive evaluation of current ITSM practices.
- ITIL 4-Aligned Practices: Implementation of modern, standardised ITSM processes.
- Enhanced ITSM User Experience: Improved consistency and service delivery across global operations.
- Service Mindset Adoption: A transformative shift towards a service-oriented approach.
- Expert Guidance: Continuous support from ITSM experts throughout the transformation.
Ready to Enhance Your IT Service Management?
Partner with Pink Elephant to transform your ITSM practices and achieve operational excellence. Contact us today to learn more about our services and how we can support your organisation’s ITSM journey.