Transformation HA Dissemination & Controlling
Since 2024, the area of a public media organization responsible for programme distribution has been undergoing a comprehensive transformation process. The aim is to establish a flexible, role-based organizational structure and to further develop the service management processes in accordance with ITIL v4. This will enable the organization to reliably ensure the operation and maintenance of technical systems even under changed economic conditions and new responsibilities.
In November 2024, the organization commissioned sommer + spohr and its cooperation partner cidpartners to develop suitable concepts for this transformation process.
The managers involved defined the key areas of action in several workshops at the beginning of 2025. cidpartners was responsible for cultural change and change communication. sommer + spohr was responsible for the introduction of ITIL v4 and the development of an integration concept for a configuration management system in the existing service and incident management landscape.
The concepts for the individual areas of action were partly developed co-creatively with the employees concerned. One particular challenge was to drive the transformation process forward in parallel with ongoing operations and support for newly added technical services.
In mid-2025, the project team presented the concepts it had developed. They form the methodical basis for the gradual introduction of a new understanding of roles, which is less hierarchical and more geared towards dynamically changing operational requirements. At the same time, the concepts take into account the ITIL-optimized service management processes.
For the technical integration of the new configuration management system into the existing system landscape, sommer + spohr developed a procedure that transfers technical requirements from the optimized service management processes into agile development. The resulting system architecture gradually provides better support for service managers and technical support teams in their daily work.
From mid-2025 to the first quarter of 2026, the consultants supported the introduction of the developed concepts into everyday operations. The aim was to enable employees to implement the next steps of the transformation process independently and without external support.