Leapfrogging the Maturity S-Curve

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.