An Efficient IT Change Process
At Nationaal Restauratiefonds
Context
The Nationaal Restauratiefonds is dedicated to preserving monumental properties. The foundation provides loans to both businesses and private customers. The money is used to maintain, restore, or repurpose these monumental properties. The organization has faced a turbulent period due to replacing part of its application landscape. In the years that followed, the backlog of requests and issues continued to grow. Nravl was asked to improve the change process with the goal of speeding up the implementation of requests and resolving issues more effectively. This would help reduce the backlog and restore confidence in the IT organization.
We are delighted to collaborate with Nravl in our mission to preserve and protect historical monuments, while making a profound impact. Our partnership has been instrumental in optimizing some aspects of our internal processes. Together, we are committed to facilitating a seamless, professional, and customer-centric experience, while promoting sustainability and future-proofing. We enthusiastically look forward to the future and the remarkable achievements that lie ahead.
— Maikel, Servicemanager Restauratiefonds
Our Approach
We started by cleaning up the backlog, removing invalid issues, duplicate tickets, and requests with low business value. This allowed us to gain a clear overview of the actual backlog size. Next, we worked with the organization to prioritize the remaining requests and issues, ensuring that employees could focus on the tickets that truly mattered. Finally, we improved the quality of the tickets by optimizing their content and completeness. We continuously verified the request or issue with the person who submitted the ticket, so we could jointly determine whether the request really addressed the underlying problem.
Our Results
Our efforts resulted in a cleaned-up backlog, where the added value of each item is clear. Employees submit higher-quality service desk tickets, allowing for more efficient coordination with software suppliers. As a result, requests and issues are addressed within a reasonable timeframe. Additionally, the relationship with the software suppliers has improved, as fewer interactions between the two parties are needed.
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