How IOR gained complete visibility and control of their IT workload and reduced their Incident Volume by 50% with Servicely

IOR have been on a rapid growth trajectory in recent years, diversifying their solutions, adding new sites and expanding their teams. This growth came with a few growing pains, especially for IOR’s IT team, and led IOR to connect with Servicely to transform how they managed their IT service and workload.

As is the case in many growing businesses, IOR didn’t have structured processes for handling IT tickets. The IT team were using a large well-known customer support software set up for managing tickets, but utilisation varied from agent to agent. With the team working across everything from new employee onboarding to setting up the IT infrastructure for new sites, they were stretched thin.

Lack of visibility and the need for improved employee experience were the major catalysts for change at IOR. Management had little to no view over what the IT team were working on. Who was handling each incident, what was the status, has it been escalated? This led to the team treating symptoms rather than the root cause when it came to recurring incidents and made it difficult to resource and prioritise projects, with significant time lost tackling these recurring incidents.

IOR’s ticketing platform wasn’t set up to handle their complex asset management and configuration management (CMDB) requirements. Change management lacked a structured approach and clear communication of changes to the business. This led to unplanned downtime stemming from infrastructure changes that disrupted work across multiple teams.