Case study for ITIL

[newbieITIL]

Hi all,
I have a case study like this:

"Company ABC – fictional company - is a leading global technology services company delivering business solutions to its clients. It was incorporated in the United States in 1995. Since then, the company grew tremendously, which required them to open up several branches. Now, they have five physical data centers that are located in Seattle, Sao Paolo, Manchester, Mumbai, and Vietnam. All of them operate 24 hours and 7 days a week (24x7).
The growth was great for the company at first. The clients were happy; they benefited from the company’s capacity and capabilities to deliver products.
A few years went by and a lot of new government regulations and standards such as Sarbanes-Oxley, PCI and ISO were created. ABC was able to meet most of the requirements mainly because the experience of some its staff, which most have been with the company for about 15 years. Most of the old staff were happy and always took ownership of all the assignments proudly.
Recently, ABC realized that the number of client requests was increasing tremendously. Management responded by adding more staff. However, despite the increase in staff numbers, the client requests are in sharp increase putting the pressure on the existing staff. As a result of not been able to provide on time service many clients have started to cancel their contracts and are moving to the competitors. In addition, some of the more experienced staffs are unhappy due to the amount of work that they have to do. Some of the staff have already left to work for competitors while many others feel being overworked and have threatened to quit."


First, I wanna evaluate the cause of problems. So, what method shoud I use to understand the process and discover the problam? and in case I'm manager of IT service department, Who would I talk to?

Plz suggest me for this case
Thanks

[UKVIKING]

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ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter