International snacks and beverages manufacturer, PepsiCo, is rolling out best practice guidelines based on ITIL, across its operations globally, after an initial deployment in the UK showed it had helped the company halve waiting times to the IT help desk.
PepsiCo plans to roll the framework out across Europe, Middle East, Africa, Asia Pacific and Latin America by 2009, after deploying the framework to 2000 people in the UK this year.
PepsiCo has used the framework to improve the response time of its UK IT help desk. A survey found that the company had more than halved waiting times. 40% of users also said they were being kept informed on the progress of a support issue, compared to 28% in 2006.
Presenting at the IT Service Management Forum conference in Brighton yesterday, Tim Huelin, IT services controller at PepsiCo, said the ITIL project's goal was to improve the IT service offered to business users. "We wanted to improve customer satisfaction, the perception of IT and IT service availability."
The company's plan to roll out SAP is another driving force for rolling out ITIL. PepsiCo wanted to ensure it could specify ITIL compliance as a requirement to IT suppliers. Huelin said, "We have needed to use IT service management to ensure we can outsource SAP to an external provider."
A study conducted by Partners in IT, a business specialising in IT service management, prior to the ITIL implementation, found PepsiCo's IT service rated at 98.8% availability. The figure was lower than its own internal target of 99.5% and lower than the industry average for IT service availability in the fast moving consumer goods sector.
PepsiCo worked with Partners in IT to pilot an "ITIL in a Box" concept in its UK operations. Based on an existing ITIL methodology, the blueprint provides a working plan, workshop material, training and best practice guidelines, which has been made available to IT departments as a repeatable process via the company intranet.
By using ITIL, Huelin said PepsiCo has found it easier to document its IT processes, simplifying its Sarbannes Oxley audit, which requires a process for change management where businesses need to specify who has made a change to a company IT system. IT management tools are used to enforce compliance with the ITIL blueprint.