Lego Power!! - unlocking the hidden treasures of service maps at Auckland Transport

This will be a joint presentation by Jeani Powell-Smith (Auckland Transport) and Leon Swart (Microsoft). We have started the service management journey at Auckland Transport in 2013, and have invested time and people to create service maps of the top 10 critical services at Auckland Transport. Question is: was this worth while doing? The answer is "of course!!!" We will share with you the journey, lessons learnt, the "light bulb" moments as well as the awesome benefits of doing this.