Electricity grid operator: harmonizing ITSM across two countries

Context

A European electricity transmission operator manages critical grid infrastructure in two countries. As digital services grew, IT service practices drifted apart in each country: fragmented ITIL processes, inconsistent governance and unclear ownership.

FuturWork deployed a senior IT Service Operations expert for six months to stabilize operations and define one cross-border ITSM operating model.

Challenges

• Cross-border incident confusion. Unclear ownership between the two countries and non-standard escalation paths.
• No shared ownership model. Overlapping roles, weak handoffs and no harmonized RACI.
• Fragmented ITIL. Incident, change and problem management applied differently in each country, with misaligned KPIs.

What we did

• Target operating model (L0–L4). Unified governance, cross-border RACI matrices and clear ownership per service domain.
• 25+ processes standardized. Incident, change, problem, monitoring and access management workflows with clear escalation paths.
• Harmonized KPIs. Structured ownership per severity and unified cross-border reporting.

Results

• 25+ ITSM processes standardized
• 100% of the service lifecycle mapped
• About 30% less escalation ambiguity
• Executive visibility restored

From cross-border fragmentation to harmonized ITIL governance.

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