Caesars Entertainment Corporation’s IT department faced the challenge of unifying its IT service management for a diverse user base that was already large and growing quickly. Caesars realized that combining standard IT processes with NIIT Technologies as a strategic partner was the best solution to address this challenge.
This case study demonstrates that:
» Being flexible during the RFP processes provides benefits, if managed correctly.
» An experienced partner and a well-prepared project are essential for a smooth transition.
» A mix of onshore and offshore service management teams delivers superior customer service results.
» A single, unified team for both business continuity operations as well as service desk operations is now state of the art.
» IT service management process standards can be leveraged to leapfrog parts of the maturity s-curve.
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