Win story in focus: Leading global consumer goods company
About
It is one of the world’s largest consumer goods companies operating in around 190 countries. Its products are used by over three billion people every day. With a portfolio of more than 400 brands comprising industries such as beauty and wellbeing, personal care, home care, nutrition and more, the organisation has consistently delivered products that help improve daily life for millions of consumers worldwide.
The company’s commitment to sustainable growth, operational excellence and stakeholder engagement has positioned it as a trusted leader in the consumer goods sector, setting high standards for quality and responsiveness across all aspects of its business.
Problem
The organisation’s Major Incident Management (MIM) function was largely reactive, which limited the company’s ability to respond effectively to major disruptions. Critical services, thousands of virtual machines, over 100 factories and head offices and hundreds of services were at risk of prolonged downtime during incidents.
There was no standardised and cross-functional approach to coordinate SAP, infrastructure, cloud and cyber functions, which made recovery slower and incident handling less consistent. The company needed an approach that could ensure enterprise-wide readiness, faster restoration of services and effective management under high-pressure situations.
Solution
In collaboration with Deloitte, the client transformed its Major Incident Management (MIM) function by establishing a 24x7 cross-functional model, covering SAP, infrastructure, cloud and cyber functions. The team standardised workflows, templates and automation, enhanced post-incident reviews, and introduced problem tasks to ensure holistic triage and effective root cause analysis. In addition, the initiative focused on awareness, governance and collaboration to drive enterprise-wide alignment and strengthen resilience.
Key actions:
- Delivered 20+ process and tooling enhancements
- Orchestrated tabletop crisis simulations for cyber resilience
- Conducted 20+ MIM awareness sessions (30 hours), reaching 150+ users across diverse personas, driving enterprise-wide alignment on practices
- Enabled sharper insights and stronger governance, as well as reduced noise in major incident reporting through targeted analysis and training
- Developed MIM whiteboards and optimised chat collaboration and communication processes
- Forged strong partnerships with vendors, service owners and support teams
The global CrowdStrike outage served as the first real-world stress test for the newly established MIM team. This disruption, which impacted enterprises and industries worldwide, put the organisation’s resilience to the test. Despite the scale of impact, the team demonstrated agility and delivered uninterrupted quality of service under intense pressure.
Key complexities managed:
- 2,000+ virtual machines impacted
- 100+ factories and head offices affected
- 300+ services disrupted
- Restoration of critical services within ~48 hours
- Full recovery achieved in 105 hours
- Enterprise-wide business continuity safeguarded
This outcome reflected not chance, but readiness, execution and strong leadership from both the client and Deloitte.
Impact
The transformation of the Major Incident Management (MIM) function delivered significant operational improvements and strategic value. It enhanced resilience across critical environments, enabled faster and smarter responses through structured engagement and fostered better alignment between infrastructure, AppOps and security.
By maturing ITSM-driven processes and strengthening governance, the programme increased the level of leadership trust and elevated MIM into a strategic capability, ensuring always-on operations, business continuity, resilience and executive confidence for one of the world’s largest consumer goods powerhouses.
Key outcomes:
- 36 percent reduction in major incident volume
- 48 percent faster recovery (MTTR) without CrowdStrike and 18.5 percent faster, including CS
- 100 percent stakeholder satisfaction from 50+ feedback responses
- 47.7 percent increase in business uptime
- Data-driven governance enabled through real-time dashboards
Anne Greenwald
