Case Studies
At Dowling Consulting our track record speaks for itself. To find out more read case studies of the work we have done.
- Going Lean (PDF File, 830 KB)
Dowling conducts a diagnostic of global supply chains operations for one of the world's leading mining companies
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- IT Service Transformation for Utilities Sector (PDF File, 791 KB)
This paper describes the challenges faced and how we facilitated the development of a comprehensive IT Service Catalogue using a variety of consulting techniques and validations methods.
The service Catalogue was developed in conjunction with the users and was supported by the parallel development of Service level Agreements and a suite of Service Level Management processes to ensure that the foundations were laid for a broad program of continuous improvement.
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- B2B Online Trading (PDF File, 764 KB)
In response to market pressures, Dowling develops online trading technology standards and processes to enable integration in the supply chain
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- Nyrstar - Competitive advantage in the Supply Chain (PDF file, 859KB)
Dowling helps Nyrstar drive competitive advantage through supply chain transformation
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- Logistics systems interface architecture (PDF file, 645KB)
Dowling enables integration through standardised messaging between business applications in the logistics domain.
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- Online Strategy (PDF File, 836 KB)
Applying lessons learned through carefully crafted and extensive market research, Dowling delivers an Online Strategy for a highly diversified multi-channel organisation
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- Project Portfolio Management (PDF File, 324 KB)
Setting management on-course for better project management and investment decision making, Dowling drives capability improvement and selects a Project Portfolio Management (PPM) technology solution in addressing enterprise-wide challenges facing the project portfolio.
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The benefits of a service Catalogue are becoming compelling especially since ITIL V3 brought it out into the open. A particular advantage of a Service Catalogue as a tool is to allow end users to request services. This is often called an Actionable Service Catalogue or Request Management system. CIO’s have realized that Automating Routine Service Requests is a fertile area to find IT productivity improvements. A Service Request management tool is also an ideal place to “lock down” a new business process to sustainably deliver value.
There is a general consensus in the industry that of the calls to a Service Desk there is a roughly 70:30 split of Incidents (something doesn’t work) vs Requests (I want something new or different).
Many of the Requests for something new, can be automated because the Service Desk team member is merely “shepherding” the request around the various delivery groups and not adding any significant value.
By reducing the calls to the Service Desk and automating routine tasks, we have identified significant savings within many organizations.
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