Chapter XIII: ITIL in Action: Real-World Transformations in Romanian Companies (Case Study)

 

Introduction: ITIL in the Real World – Myth or Reality?

The world of IT service management is awash with frameworks and best practices, but one name consistently surfaces: ITIL. Yet, despite its widespread recognition, many IT managers in Romania remain skeptical. "ITIL sounds great in theory, but does it truly deliver tangible results in the trenches?" This question echoes in countless conversations with CIOs, IT Directors, and Incident Managers across diverse industries. They've seen frameworks gather dust on shelves, and they're wary of another "silver bullet" solution.

The truth, however, is that ITIL isn't just theory—it's a powerful engine for transformation when implemented strategically. I've witnessed this firsthand in numerous Romanian companies, from sprawling banking institutions to agile retail startups and complex telecom providers. It's not about blindly following the book; it's about adapting ITIL principles to the specific context of each organization, focusing on practical application and measurable outcomes.

In this chapter, I'll pull back the curtain and share three real-world case studies – drawn from my direct or indirect experience and observations within the Romanian market – that illustrate the profound impact of ITIL on efficiency, cost-effectiveness, and, ultimately, customer satisfaction. These aren't just theoretical examples; they're stories of real companies, real challenges, and real results.

1. Case Study: A Romanian Bank Reduces Downtime by 40% Thanks to ITIL

❌ The Challenge:

A prominent Romanian bank (whose identity I'll protect ) grappled with recurring incidents plaguing its mobile application. These disruptions weren't just minor annoyances; they directly impacted customer experience, eroded trust, and led to a surge in complaints. The issues were multifaceted:

• Mobile banking frequently crashed on weekends due to maintenance operations.
• ⏱️ Long incident resolution times – it took as long as 3-4 hours to identify the root cause of the problem.
• IT teams working in silos – each team blamed the other.

The Solution:

The bank decided to implement ITIL Incident & Problem Management. Here's what was done:

• ⚙️ Incident Categorization & Prioritization: Clearly defined the types of incidents and priority levels for faster escalation.
• ️ Introduction of a Known Error Database (KEDB): A database where stored all incidents and their solutions, so we wouldn't waste time in the future.
• Proactive Problem Management: Analyzed incident trends and discovered that 90% were caused by a cache management error. This insight allowed to implement a permanent fix, preventing future occurrences.

✅ The Results:

• ⬇️ 40% reduction in mobile application downtime.
• Average incident resolution time decreased from 3h to 45 min.
• ⭐ Increased customer satisfaction (NPS) by 18 points.

2. Case Study: A Romanian Online Retailer Improves Deliveries with ITIL Change Management

⚠️ The Challenge:

A well-known Romanian e-commerce retailer had major problems with implementing IT changes:

• Software updates led to blockages in order processing.
• ↩️ Lack of a clear rollback plan – if a release failed, reverting to the previous version was chaos.
• IT and operations teams were not synchronized, which led to errors in delivery flows.

The Solution: ️

They introduced ITIL Change Management in the IT teams and applied some essential principles:

• ✔️ Standard Change vs. Normal Change: Separated standardized (low-impact) changes from critical ones.
• ‍ Change Advisory Board (CAB): Created a committee that analyzed the risks of each change before implementation.
• Post-Implementation Review: After each major change, the team analyzed what went well and what could be improved.

The Results:

• ✅ 60% reduction in post-implementation errors.
• Late deliveries due to IT issues decreased by 35%.
• ⏱️ Rollback time in case of problems reduced from 4 hours to 30 minutes.

3. Case Study: A Telecom Company Optimizes IT Support with ITIL Service Desk

❓ The Challenge:

A major telecom operator in Romania (hint: it wasn't the orange one ) had an overloaded Service Desk, and internal customers constantly complained about long response times.

• Average response time of over 6 hours for an IT ticket.
• Employees sent requests via email, WhatsApp, or even phone – without a unified process.
• ❓ There were no clear SLAs, so each team prioritized as it saw fit.

The Solution:

• Implementation of an ITIL-based Service Desk with a single point of contact for all IT requests.
• Automation of tickets – all requests went through a unified portal.
• Introduction of SLAs and a clear escalation model.

The Results:

• Response time reduced from 6 hours to 45 minutes.
• Increased IT employee satisfaction by 30%.
• ⚙️ 25% of requests automated through chatbots and self-service.

Conclusion: ITIL Works – If Applied Correctly!

If you've read this far, you're probably wondering: "Can I implement ITIL in my organization?"

The answer is YES! But the key to success lies not only in theory but in the correct application and adaptation of ITIL principles to the realities of your company.

Tips for Successful Implementation

• Tailor, Don't Copy: Don't blindly follow the ITIL "book." Adapt the framework to your organization's unique context, culture, and challenges.
• Focus on Quick Wins: Identify and prioritize small, impactful processes to demonstrate early success and build momentum for larger initiatives.
• Embrace Technology: Leverage technology to your advantage. AI, RPA, and AIOps can be game-changers in automating tasks, improving efficiency, and driving continuous improvement.
• Invest in Training: ITIL is not just for the IT department. Educate your entire team about ITIL principles and how they contribute to business success.

Call to Action

Have you experienced ITIL in your company? What challenges have you encountered?