Situation

PBS is America’s largest public media enterprise and the nation’s largest stage for the arts, priding themselves as being a trusted window to the world. With more than 350 member stations to serve, the IT leadership at this private, nonprofit corporation faced mounting challenges within their IT support. The uniquely distributed environment consisting of operational groups, independent television stations, and internal customers pushed the constraints of the relatively small team and there was no process for tracking and closing out help requests.

 

Solution

BusinessForward redesigned how each group interacted with one another from a support perspective. Using ITIL as a foundation, the project team redesigned the flow of IT Support communication throughout the organization, finding the right middle ground to balance rigor, governance and approvals against flexibility, speed and a culture that reinforces improvisation and proactivity.

Results

The uniquely distributed environment within PBS is benefitting ITIL, “right-fit” processes and technology to support their IT support team. There is now a much clearer way to operate, improved communication and increased customer satisfaction in tracking and closing out help requests.