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Sony Music: End to End ITIL Implementation

Address the people, process and digital challenges common within a new digital organisation.

Sony is a global manufacturer of audio, video, communications and information technology products for consumer and professional markets. Sony Europe is a subsidiary of Sony Corporation with Corporate Headquarters located in Surrey. Its role is to manage and develop the company’s electronics business across Europe.

1
The Challenge
Upon forming the new organisation of Sony Music, Sony required digital Service Management consultancy in order to allow them to address the people, process and technology challenges which are common within a new digital organisation
2
The Solution
Leading Resolutions developed strategies using IT service management (ITSM) best practices to align IT to business objectives. An ITSM simulation workshop for Sony’s key players was then carried out in order to bring to life the key principles of ITSM.

During these processes, we identified key issues to be addressed by the new organisation. This allowed ITSM processes to be defined and implemented by conducting a gap analysis of requirements to fully integrate ITSM processes
3
The Results
After the workshop a set of robust ITSM processes were implemented. These included; incident management, problem management, change management, and configuration management

As a result, the quarter-on-quarter FTF rate improved from 63% to 84%.
The implementation of the new service management capability has been a huge success thanks to Leading Resolutions’ project management and technical expertise.
Mike Crawford
Service & Operations Director, Sony