Client story – Set-up of shared IT-infrastructure service provider

Situation


Multi-national conglomerate wanted to establish
internal shared IT-infrastructure service provider unit to ensure transparent and predictable pricing, flexibility, and competitive pricing by leveraging economy of scale.

Challenge

It was not the first time such an initiative had beeninitiated – and failed. Trust had to be build amongst the CIOs through transparency, solid service delivery and cost reductions. Further it was important to establish a service and customer focused mind-set with the employees transferred from internal IT departments.

Challenge

Time was of essence and an ambitious plan was kicked off to establish the new organisation, build up a new leadership team, set up an account management function, carve in the business units, and establish aservice catalogue with p x q pricing, and pay all investments by cost reductions to stay within originalbudget – all during the first year!

Approach

We supported the CIO Board in setting up comprehensive governance principles to ensure buy-in, alignment of expectations and clarity of roles and responsibilities between demand IT and supply IT. While setting up the future Leadership Team, we took on roles as Head of Finance and later Head of Professional Services.

Outcome

The central IT-infrastructure of four BU’s were carved in during the first year, and blueprint for carve in of global/local IT-infrastructure was de- livered. The service catalogue and pricing was established in time for the budget process. The Account Management function was up and run- ning and received very positive customer feed- back.

Value
 

  • IT infrastructure cost reduced overall and for all BU's.

 

  • Improved customer satisfaction through governance, account management function and influence

 

  • Transparency on services and finances

 

  • Foundation created for improved IT services at lower cost.

 

  • Enabled “running start” for the Head of Finance andHead of Professional Services.

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