ITIL 4 SCM case studies
ITIL 4 SCM · Put your knowledge to work in context.
ITIL 4 Specialist: Create, Deliver and Support (often abbreviated CDS, and sometimes searched as ITIL 4 SCM) is one of the four Specialist modules that sit between ITIL 4 Foundation and the Managing Professional designation. It picks up where Foundation stops: instead of naming practices, it asks you to design a service value stream, staff and organise teams around it, manage workflow and queues, and integrate the practices that actually produce and run services. The ITIL 4 SCM case studies are 5 cases and about 3,526 words.
1Regulatory Lead Time at NorthBank
NorthBank's mobile payments group employs 240 engineers across 12 teams and delivers about 45 features per quarter. Every feature follows the same path: intake, business case, architecture review, development, system test, user acceptance test, weekly change advisory board (CAB), and production.
735 words, about 4 min2Repeat Incidents at OmniMart
OmniMart operates 1,100 stores and a central IT group. The service desk handles about 5,000 tickets a month, but first-contact resolution is 48% and 38% of incidents are repeats of earlier incidents.
736 words, about 4 min3Shift-Left at CloudDesk
CloudDesk provides a multi-tenant SaaS platform built from 40 microservices owned by 12 product teams. The platform deploys about 25 times a week, but the change failure rate is 28% and mean time to restore service is 4 hours 40 minutes.
727 words, about 4 min4Alert Noise at MediTrust
MediTrust Health runs IT for 14 hospitals and 2,000 endpoints. Its monitoring stack generates about 1,500 alerts a day; 92% are closed as noise, yet four major outages last quarter averaged three hours each.
657 words, about 3 min5Capacity Crunch at SupportWorks
SupportWorks is a managed service provider running a 24/7 service desk for 60 clients. It employs 18 agents; utilisation is 87%, voluntary attrition is 20%, and overtime equals 12% of scheduled hours.
671 words, about 3 min