Case Study: Holcim Moves From Managing IT Silos To Managing Services

Holcim, a global supplier of construction materials, needed to move from being an organization that provides support on infrastructure and technology to one that functions as an internal IT service provider. The organization needed to align with the business in developing, delivering, and managing business services in support of the business units, understand Holcim's marketplace, and balance IT resources in ways to benefit the business the most. Holcim's key enabling factor was the ISO/IEC 20000 readiness target for 2008 and defined by the executive committee at Holcim. Through the definition of a service architecture, an IT service quality plan, and service and process improvement goals, Holcim's IT transitioned from IT manager to IT internal service provider.