Toyota Financial Services Kazakhstan: Implementing a Structured IT Service Management System
Project Context
Toyota Financial Services Kazakhstan initiated the project to
formalize and standardize its technical support operations.
At the project start, there was no unified system for request
management, SLA control, or service analytics, limiting
visibility and governance.
Initial State
Prior to implementation, technical support faced the following challenges:
- No centralized system for task and incident management
- No request classification or mandatory attributes
- SLAs were not defined or monitored
- Lack of management visibility into:
- request volumes and types
- team workload
- involved services
- service efficiency
- Low user satisfaction
/* Support operated on an operational level but lacked service management capabilities. */
Solution Approach
The objective was to design a target operating model for technical support rather than simply deploy a tool.
Key principles:
- process design before automation
- differentiated workflows by request type
- SLA as a management and control mechanism
- transparency for stakeholders
Jira Service Management was selected as the core platform.
Implemented Solution
The project delivered:
- A structured technical support process aligned with business requirements
- Dedicated workflows for different request categories
- SLA configuration based on request type
- A self-service portal for end users
- Centralized task management for support teams
- Service analytics for management oversight
Result
The implementation resulted in:
Improved process transparency
Measurable and controlled SLAs
Reduced operational overhead
Increased service governance
Improved end-user experience
Current Status & Next Steps
The solution is in active use with ongoing consulting support.
Planned next steps include:
IT Asset Management (CMDB)
Incident and Problem Management
Expansion of service management practices beyond IT
