Dominion Digital Helps Insurance Firm Improve IT Incident Management
A Client Success Story in the Insurance Industry
Business Situation
A $3 billion dollar property and casualty insurance corporation’s IT organization implemented a new global help desk system that confirmed IT incident levels remained consistently high. IT leadership desired significant improvement and recognized that platform teams lacked a standardized process and core capabilities to identify preventative solutions to significantly reduce IT incidents.
Business Result
Dominion Digital created and successfully delivered a customized Root Cause Analysis (RCA) for IT Incident Management training session pilot. This pilot has increased the team’s capabilities to perform both qualitative and quantitative RCA that will help them identify and eliminate the root cause of high-impact, high-likelihood incidents.
Dominion Digital partnered with the client to define and implement a standardized RCA Framework (people, process, and tools/technology) that will reduce IT Incidents and shift time and effort to strategic initiatives.
<Dominion Digital> facilitated a highly interactive training session. Having a third party expert was invaluable and a key to the success of future training.
- Help Desk Manager
