ITSM Maturity Benchmarking for Professional Services
Aon PLC is a British-American multinational professional services firm that sells a range of financial risk-mitigation products, including insurance, pension administration, and health-insurance plans.
With Pink’s expertise and “undisputed reputation for leading the way towards IT Service Management best practices,” Aon was looking for support to make mindful changes that would transform its ITSM user experience.
Through multiple assessments, Pink Elephant recognised that the main perceived challenges that Aon were facing was the adoption and consistency of operation across their global IT organisation. This challenge is in part due to the growth of the organisation achieved through acquisition and mergers.
The majority of the Service Management processes were in place and operating to a good level of maturity, with commitment from management and staff to develop further. Given the global reach and complexity of Aon’s IT services, their major challenge was ensuring the consistency of incident prioritisation and awareness of business impact regarding the 2500+ business services in production.
From September 2021, Pink Elephant worked remotely with Aon over a four-month period to assess its IT Service Management practices. This involved Pink Elephant principal consultant Alan Munday, interviewing more than 35 members of Aon staff from different IT and business disciplines across Europe, Asia Pacific and America, to gain a thorough understanding of how Aon’s ITSM was performing.
Alan used Pink Elephant’s globally renowned PinkScan assessment, the only independent and objective assessment service of its kind. The PinkScan has been used as a way of assessing maturity for many years, across multiple organisations and industry sectors, and covering a broad range of areas. Looking at the practices specifically, the assessment ensures it is focused on service management disciplines rather than a specific technology or organisation. PinkScan has evolved and improved as the ITIL framework has developed, and has become a trusted method of assessment, largely because the results and recommendations are completely impartial to the technology or people in place.
So alongside conducting the PinkScan, Alan was also able to analyse Aon’s overall Service Management maturity levels, review documentation and fully understand the journey that Aon was looking to undertake.
“Having undertaken the assessment and provided improvement recommendations, I then worked with individual Service Management process owners to delve deeper into the recommendations, identifying specific activities and priorities.”
Pink Elephant has helped to optimise Aon’s ITSM by facilitating the shift to a service mindset. With senior leadership commitment there is now a strong sense of alignment across the service operations and delivery with regard to Service Management maturity and outcomes.
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