Costa Coffee is a British coffeehouse chain with headquarters in Dunstable, England and is the second largest coffeehouse chain in the world, and the largest in the UK. It has 3,401 stores across 31 countries. The business has 2,121 UK restaurants, over 6,000 Costa Express vending facilities and a further 1,280 outlets overseas, including 460 in China.
Customer wanted to consolidate existing multiple Service Desks to one Global ServiceDesk. Also, it had the processes which were outdated and were not flexible. The main objective was to change the existing setup to move to digitally advanced and Agile technology.
ITSM processes were Outdated, Non- scalable and non-flexible with multiple Service Desks and many vendors. Managing multiple ServiceDesk’s and multiple vendors was becoming difficult to handle.
Redesigned the existing processes.