Dimension Data and Its Approach

Presentation of the Company and of Its Assessment Purpose

Founded in 1983 and headquartered in South Africa, Dimension Data is a specialist IT services and solution provider that helps customers plan, build, and support their IT infrastructures. The company has over 11,000 highly skilled employees and revenues of $4.5 billion (in 2008). Dimension Data is investing significantly in becoming a strategic technology partner to its customers, and has been an early adopter of ITIL® . It has made substantial investments since 2001, evolving processes, practices, knowledge, and its experience with ITIL.

Service Improvement and Alignment Initiative

March 2006, Dimension Data began a Service Improvement and Alignment Initiative across its Global Service Centers located in Boston (USA), Johannesburg (South Africa), Melbourne (Australia), Bangalore (India) and Frankfurt (Germany). The objective of this initiative was to ensure that the process maturity is clearly aligned with the business objectives. Also important was the alignment to ITIL best practices, the sharing of best practices across all Global Services Centers (GSC), the improvement of service quality, and the reduction of costs.

A Tool That Makes Recommendations

The assessment aimed at determining the maturity level of the processes in the selected Global Service Centers at identifying best practices, which could potentially be shared across Global Service Centers, and at suggesting recommendations for improvement and alignment. Dimension Data wanted a tool that would allow it to not only understand the process capabilities of the different regional centers using ITIL as the reference model, but that would also provide helpful recommendations.

Five Priorities

Dimension Data selected five processes based on their direct contribution to the company’s strategic goals for ITIL assessment, in other words:

  • Incident Management
  • Service Level Management
  • Problem Management
  • Change Management
  • Configuration Management