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Case Study

Establishing Common ITIL® Language Helps Diversified Global Technology and Financial Services Company Increase Efficiency

Client

Diversified Global Technology and Financial Services Company

A diversified global technology and financial services company (GTFSC) serves customers in more than 100 countries. The products and services of the company are vast and include aircraft engines, power generation, water processing, household appliances, medical imaging, business and consumer financing and industrial products.

Situation

GTFSC Needed to Implement ITIL throughout the Organization to Establish a Common Language for IT Projects and Processes

When it came to IT best practices, IT managers and staff were not in sync, with various approaches and processes causing inefficiencies across the organization. Because of a large, worldwide rollout of a multimillion-dollar service management software program, GTFSC had to get more than 150 managers and staff certified on these IT best practices, but they didn't have the bandwidth to accomplish that on their own.

Solution

ITIL Foundation and Intermediate Courses Delivered Across Four Countries

GTFSC selected Global Knowledge for the project, because we had successfully trained more than 2,000 students across the company and because of our global footprint. We selected our ITIL Foundation course and various ITIL Intermediate courses for rollout and delivery.

Results

High Certification Exam Pass Rates, Doors Open for Employees to Have Additional Training Opportunities

Since this ongoing training process began in 2013, Global Knowledge has delivered 15 sessions of ITIL Foundation and various ITIL Intermediate courses in virtual classrooms and on-site classrooms in the U.S., Brazil, India and China. More than 150 GTFSC employees have achieved ITIL Foundation certification. With a 96 percent exam pass rate on the first try - mightily beating the industry average of 85 percent - few GTFSC students have needed to take advantage of the Global Knowledge ITIL Guarantee that enables students to retake the class and exam up to two times at no additional charge.

The success of the ITIL training program has encouraged other GTFSC managers to pursue training solutions with Global Knowledge.

"I commend Global Knowledge on the excellent training programs that I have been able to set up in house for our IT area and other cross-functional teams. I have personally attended ITIL v3 Foundation, and it was excellent. The instructors have been very knowledgeable and worked well with our employees. Global Knowledge has provided several ITIL classes and is great to work with. I would highly recommend Global Knowledge." ­- GTFSC Project Manager, IT Tech Solutions