PricewaterhouseCoopers deliver World Class service with LiveTime Service Management

PricewaterhouseCoopers (PwC) were not satisfied with their internal IT services. One of the key challenges in the IT department was to manage resources so they were aligned with user needs. 99X is now helping PwC improve their IT services by implementing ITIL-based processes and LiveTime Service Manager.

Trond Legreid, IT Manager at PwC, is responsible for ensuring that 25 IT employees perform their work efficiently, and that 1,300 consultants, accountants and tax advisors operating at 30 offices in Norway always have access to the necessary IT resources. In a company that operates 24/7 on a global scale, this is a daunting task.

“We were short on control in relation to the operations we performed, when they were performed, how they were prioritized, and our degree of workload and waiting time; in short, we were not performing optimally when it came to controlling resources and competence in our IT department,” says Mr Trond Legreid.

Prior to 99x being involved, Mr. Legreid was afraid that implementing ITIL to gain control of all processes would be a process with too many challenges. 99x was able to provide a complete solution.

“Everything became so much easier when I discovered that we could apply the ITIL methodology using a system that was already complete: LiveTime Service Manager. This way, everybody had to automatically relate to the terms and systems and adapt to new routines. Moreover, we are guided under the auspices of the confidence-inspiring representatives from 99X,” adds Mr Legreid, and describes the short project implementation time as “fantastic”.

Rapid Implementation

“After merely one and a half months of preparation, we launched our “new” service desk. This included, among other aspects, tidying up old documentation as well as quality control and transfer of this documentation, training, configurations and preparation of launching material.”

The IT department is now currently experiencing high levels of resource control, and is able to offer better and faster service. For PwC clients, appropriate internal prioritising has resulted in quicker deliveries and even higher levels of quality. “PwC makes a living by providing advice within the areas of internal control and overview. It is therefore a great advantage to be able to document total control within our own facilities as well,” Mr Legreid added.