{"id":556905,"date":"2018-08-24T10:07:00","date_gmt":"2018-08-24T10:07:00","guid":{"rendered":"https:\/\/www.capgemini.com\/gb-en\/?post_type=client-story&#038;p=556905"},"modified":"2025-03-07T08:09:19","modified_gmt":"2025-03-07T08:09:19","slug":"bringing-stability-to-business-critical-systems-with-itil-based-process-improvement","status":"publish","type":"client-story","link":"https:\/\/www.capgemini.com\/gb-en\/news\/client-stories\/bringing-stability-to-business-critical-systems-with-itil-based-process-improvement\/","title":{"rendered":"Bringing stability to business-critical systems with ITIL-based process improvement"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Client Stories<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Bringing stability to business-critical systems with ITIL-based process improvement<\/h1><\/div><h2 class=\"reasearchInsightTitle\">Implement key ITIL processes, especially problem management, to improve service delivery and safeguard system stability<\/h2><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/06\/hope_cement.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>hope_cement.pdf<\/span><span class=\"type\">4 MB  pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/gb-en\/news\/client-stories\/bringing-stability-to-business-critical-systems-with-itil-based-process-improvement\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/gb-en\/news\/client-stories\/bringing-stability-to-business-critical-systems-with-itil-based-process-improvement\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"111\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/3\/2017\/06\/hope_cement_original-1.png?w=300\" alt=\"\"><\/h2><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<p>Hope Construction Materials, which has recently been acquired by Breedon Group plc, operated the UK\u2019s biggest cement plant, with a history going back more than 80 years. Hope\u2019s SAP system was critical to the day-to-day running of the plant, as well as the company\u2019s network of concrete plants and quarries throughout the UK. Centralised back-office functions such as finance and purchasing were dependent on the same system.<\/p>\n\n\n\n<p>A modernisation project had left Hope\u2019s support function with a backlog of 500+ tickets and an average incoming ticket level of 250 per week (with as many as 350 some weeks). The company recognised that it needed to take timely action. If the backlog had been allowed to grow, further functionality improvements could have become risky. The SAP system also needed to be as robust as possible, since outages could impact on operational excellence.<\/p>\n\n\n\n<p>Hope decided to work with its IT partner Capgemini \u2013 which supported the system and provided 2nd and 3rd level support and development services \u2013 to manage and reduce the backlog and safeguard the stability of the SAP system.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":103,"featured_media":0,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"4cb6812c-26f6-49a9-be41-f5718f192cbb\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"footnotes":"","client_logo_id":0,"client_logo_url":"","primary_term":"","featured_focal_points":""},"tags":[],"brand":[],"service":[],"industry":[],"partners":[],"country":[],"content-group":[],"class_list":["post-556905","client-story","type-client-story","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Bringing stability to business-critical systems with ITIL-based process improvement - Capgemini UK<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.capgemini.com\/gb-en\/news\/client-stories\/bringing-stability-to-business-critical-systems-with-itil-based-process-improvement\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Bringing stability to business-critical systems with ITIL-based process improvement\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.capgemini.com\/gb-en\/news\/client-stories\/bringing-stability-to-business-critical-systems-with-itil-based-process-improvement\/\" \/>\n<meta property=\"og:site_name\" content=\"Capgemini UK\" \/>\n<meta property=\"article:modified_time\" content=\"2025-03-07T08:09:19+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/3\/2017\/06\/hope_cement_original-1.png?w=300\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.capgemini.com\/gb-en\/news\/client-stories\/bringing-stability-to-business-critical-systems-with-itil-based-process-improvement\/\",\"url\":\"https:\/\/www.capgemini.com\/gb-en\/news\/client-stories\/bringing-stability-to-business-critical-systems-with-itil-based-process-improvement\/\",\"name\":\"Bringing stability to business-critical systems with ITIL-based process improvement - Capgemini UK\",\"isPartOf\":{\"@id\":\"https:\/\/www.capgemini.com\/gb-en\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.capgemini.com\/gb-en\/news\/client-stories\/bringing-stability-to-business-critical-systems-with-itil-based-process-improvement\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.capgemini.com\/gb-en\/news\/client-stories\/bringing-stability-to-business-critical-systems-with-itil-based-process-improvement\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/3\/2017\/06\/hope_cement_original-1.png?w=300\",\"datePublished\":\"2018-08-24T10:07:00+00:00\",\"dateModified\":\"2025-03-07T08:09:19+00:00\",\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.capgemini.com\/gb-en\/news\/client-stories\/bringing-stability-to-business-critical-systems-with-itil-based-process-improvement\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.capgemini.com\/gb-en\/news\/client-stories\/bringing-stability-to-business-critical-systems-with-itil-based-process-improvement\/#primaryimage\",\"url\":\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/3\/2017\/06\/hope_cement_original-1.png?w=300\",\"contentUrl\":\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/3\/2017\/06\/hope_cement_original-1.png?w=300\"},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.capgemini.com\/gb-en\/#website\",\"url\":\"https:\/\/www.capgemini.com\/gb-en\/\",\"name\":\"Capgemini UK\",\"description\":\"Get the future you want\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.capgemini.com\/gb-en\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-GB\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Bringing stability to business-critical systems with ITIL-based process improvement - Capgemini UK","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.capgemini.com\/gb-en\/news\/client-stories\/bringing-stability-to-business-critical-systems-with-itil-based-process-improvement\/","og_locale":"en_GB","og_type":"article","og_title":"Bringing stability to business-critical systems with ITIL-based process improvement","og_url":"https:\/\/www.capgemini.com\/gb-en\/news\/client-stories\/bringing-stability-to-business-critical-systems-with-itil-based-process-improvement\/","og_site_name":"Capgemini UK","article_modified_time":"2025-03-07T08:09:19+00:00","og_image":[{"url":"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/3\/2017\/06\/hope_cement_original-1.png?w=300"}],"twitter_card":"summary_large_image","schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.capgemini.com\/gb-en\/news\/client-stories\/bringing-stability-to-business-critical-systems-with-itil-based-process-improvement\/","url":"https:\/\/www.capgemini.com\/gb-en\/news\/client-stories\/bringing-stability-to-business-critical-systems-with-itil-based-process-improvement\/","name":"Bringing stability to business-critical systems with ITIL-based process improvement - Capgemini UK","isPartOf":{"@id":"https:\/\/www.capgemini.com\/gb-en\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.capgemini.com\/gb-en\/news\/client-stories\/bringing-stability-to-business-critical-systems-with-itil-based-process-improvement\/#primaryimage"},"image":{"@id":"https:\/\/www.capgemini.com\/gb-en\/news\/client-stories\/bringing-stability-to-business-critical-systems-with-itil-based-process-improvement\/#primaryimage"},"thumbnailUrl":"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/3\/2017\/06\/hope_cement_original-1.png?w=300","datePublished":"2018-08-24T10:07:00+00:00","dateModified":"2025-03-07T08:09:19+00:00","inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.capgemini.com\/gb-en\/news\/client-stories\/bringing-stability-to-business-critical-systems-with-itil-based-process-improvement\/"]}]},{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.capgemini.com\/gb-en\/news\/client-stories\/bringing-stability-to-business-critical-systems-with-itil-based-process-improvement\/#primaryimage","url":"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/3\/2017\/06\/hope_cement_original-1.png?w=300","contentUrl":"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/3\/2017\/06\/hope_cement_original-1.png?w=300"},{"@type":"WebSite","@id":"https:\/\/www.capgemini.com\/gb-en\/#website","url":"https:\/\/www.capgemini.com\/gb-en\/","name":"Capgemini UK","description":"Get the future you want","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.capgemini.com\/gb-en\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-GB"}]}},"brand_term":[],"parsely":{"version":"1.1.0","canonical_url":"https:\/\/capgemini.com\/gb-en\/news\/client-stories\/bringing-stability-to-business-critical-systems-with-itil-based-process-improvement\/","smart_links":{"inbound":0,"outbound":0},"traffic_boost_suggestions_count":0,"meta":{"@context":"https:\/\/schema.org","@type":"NewsArticle","headline":"Bringing stability to business-critical systems with ITIL-based process improvement","url":"https:\/\/www.capgemini.com\/gb-en\/news\/client-stories\/bringing-stability-to-business-critical-systems-with-itil-based-process-improvement\/","mainEntityOfPage":{"@type":"WebPage","@id":"https:\/\/www.capgemini.com\/gb-en\/news\/client-stories\/bringing-stability-to-business-critical-systems-with-itil-based-process-improvement\/"},"thumbnailUrl":"","image":{"@type":"ImageObject","url":""},"articleSection":"Uncategorized","author":[],"creator":[],"publisher":{"@type":"Organization","name":"Capgemini UK","logo":""},"keywords":[],"dateCreated":"2018-08-24T10:07:00Z","datePublished":"2018-08-24T10:07:00Z","dateModified":"2025-03-07T08:09:19Z"},"rendered":"<meta name=\"parsely-title\" content=\"Bringing stability to business-critical systems with ITIL-based process improvement\" \/>\n<meta name=\"parsely-link\" content=\"https:\/\/www.capgemini.com\/gb-en\/news\/client-stories\/bringing-stability-to-business-critical-systems-with-itil-based-process-improvement\/\" \/>\n<meta name=\"parsely-type\" content=\"post\" \/>\n<meta name=\"parsely-pub-date\" content=\"2018-08-24T10:07:00Z\" \/>\n<meta name=\"parsely-section\" content=\"Uncategorized\" \/>","tracker_url":"https:\/\/cdn.parsely.com\/keys\/capgemini.com\/p.js"},"archive_status":false,"featured_image_src":"https:\/\/www.capgemini.com\/gb-en\/wp-content\/themes\/capgemini2025\/assets\/images\/mockup.png","featured_image_alt":false,"jetpack_sharing_enabled":true,"distributor_meta":false,"distributor_terms":false,"distributor_media":false,"distributor_original_site_name":"Capgemini UK","distributor_original_site_url":"https:\/\/www.capgemini.com\/gb-en","push-errors":false,"featured_image_url":"https:\/\/www.capgemini.com\/gb-en\/wp-content\/themes\/capgemini2025\/assets\/images\/mockup.png","_links":{"self":[{"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/client-story\/556905","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/client-story"}],"about":[{"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/types\/client-story"}],"author":[{"embeddable":true,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/users\/103"}],"version-history":[{"count":5,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/client-story\/556905\/revisions"}],"predecessor-version":[{"id":681502,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/client-story\/556905\/revisions\/681502"}],"wp:attachment":[{"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/media?parent=556905"}],"wp:term":[{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/tags?post=556905"},{"taxonomy":"brand","embeddable":true,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/brand?post=556905"},{"taxonomy":"service","embeddable":true,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/service?post=556905"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/industry?post=556905"},{"taxonomy":"partners","embeddable":true,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/partners?post=556905"},{"taxonomy":"country","embeddable":true,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/country?post=556905"},{"taxonomy":"content-group","embeddable":true,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/content-group?post=556905"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}