With the global fleet management industry expected to grow from $12.06bn in 2014 to $35.35bn by 2019, a new case study from AXELOS Global Best Practice outlines how one of the world’s leading car fleet organisations has benefited from a structured approach to ITSM, helping the IT department deliver a quality service to 6500 staff across 32 countries, enabling them to provide a first-class service to customers.  

LeasePlan Information Services (LPIS) is based in Dublin, Republic of Ireland, and employs around 200 people who support IT services for LeasePlan’s global organization, which manages 1.42m vehicles worldwide. Within LPIS, the Service Support Team provides a central and local service desk function for all LeasePlan countries.   The new AXELOS case study outlines how the ITIL approach to IT service management in the world has helped LPIS to deliver a high quality service to customers since it was established in 2003.  

“ITIL processes are structured and make sense,” explained case study author Sandra Duigenan, LPIS service delivery manager. “They allow us to have a common language between support groups and to set clear expectations from a service delivery point of view. There are also flexible and robust systems available to support the use of ITIL in an organisation.”  

In the case study, Ms Duigenan outlines how ITIL is playing an integral part in the performance of their service support function and overall service delivery.  

She said: “All new hires to LPIS are given ITIL Foundation training and sit their certificate exam within their first year of service. This training ensures that we all speak the same language and know the theory of the framework we have adopted.  

“We now have ten people in the support team in Dublin, providing a central and local service desk function to all LeasePlan countries. In 2014 the team consistently outperformed their service levels in the two main ITIL processes they deliver on – incident and standard request management.”  

Peter Hepworth, AXELOS CEO, said: “ITIL advocates that IT services are aligned to the needs of the business and support its core processes. It provides effective guidance to organizations and individuals on how to use IT as a tool to facilitate business change transformation and growth.  

“The experience of LeasePlan is a prime example of the value ITIL delivers to thousands of global companies going through periods of transformation.”   The full case study can be found on the AXELOS website.