Service Request Management: CSG's Journey from Chaos to Clarity
summary
CSG completes a 24‑month move from fragmented intake to a unified Service Request Management platform called ASAP service accelerated platform, integrating five catalogs and deprecating ~10–15 legacy intake paths. The system catalogs 450 services, consolidates 200+ forms across 15 value streams, surfaces 20,000 estimated annual business requests (and many more technical ones), and in 18 weeks logs 13,104 requests and 35,000 site visits while delivering a 75% WIP reduction in a pilot use case through agile DevOps, self‑service and change‑management integration.
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chapters (8)
- 0:00Introduction
- 0:22About CSG
- 1:35Meet the Team
- 6:53The Crossroads
- 9:06Problem Scope
- 10:35ASAP
- 11:42Continuous Development and Deployment
- 19:51Program Goals
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