Profile:
Marriott Vacation Club is a premier provider of vacation and leisure experiences, and operates as the vacation ownership division of Marriott International, Inc.They were the first branded hospitality company to enter the timeshare industry in 1984, and are now the recognized global leader — serving more than 350,000 vacation club owners.
Challenge:
The IT leadership at Marriott Vacation Club was faced with IT budget pressures and user dissatisfaction issues. They needed to manage business expectations, provide more visibility into the value that IT delivers, and improve the alignment of IT with the needs of the business.
Solution:
Marriott Vacation Club embarked on an ITIL initiative to ensure more responsive and efficient service delivery. As the cornerstone for their ITIL deployment, they selected the newScale IT Service Catalog solution to drive standardization, eliminate ad-hoc fulfillment of requests, and provide a single point of contact for IT services.
Results:
- A one-stop shop for IT services, rolled out to all 7,000 Marriot Vacation Club employees.
- More consistent and repeatable service fulfillment, enabling better visibility into IT service delivery costs and more control over IT spend.
- Improved compliance with service level agreements, including shorter cycle time for service requests.
- More effective communication of the value that IT services provide to the business.
