Client story – IT stabilisation programme for Fortune 500 company
Situation
The President and CEO of the World Business Councilfor Sustainable Development (WBCSD) challenged the Head of Sustainability Innovation in a Danish multinational corporation (MNC) to create a concept for purpose-driven business creation.
Challenge
Very complex global IT landscape where each business process is supported by numerous IT components integrated through a variety of technologies. Difficult to identify root cause of issues.
Misalignment: All individual IT components and vendors tracked green KPIs ; however business experience was low availability of the end-to-end business process.
Challenge
Moving from reactive firefighting (fixing things that are broken) to improving the present (remediate weaknesses before something breaks) and in parallel implement processes and culture to build new solutions fit for the new high availability requirements.
Approach
Structure the programme in three key work streams: Fix the past, improve to present, build for the future.
Set up metrics to measure actual business impact by business process, and drive hard prioritisation based on business impact. Improve capabilities and key ITSM processes, especially incident management and problem management, to understand the facts of the matter, and enable avoidance of repetitive and similar incidents.
Define reference architecture and implementation policies to improve inflow of new solutions.
Outcome
Awarded company IT project of the year based on outstanding performance based on scorecard measures, customer satisfaction measures and cultural amplifiers.
Stability KPIs (number of critical incidents and number of lost business hours) improved by at least 20% year over year, customer experience improved 50% in one quarter.
Value
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Shared understanding among key stakeholders of overlapping interests, distinctive value propositions and strategy.
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Mandate and backing to continue building executon capability and raise investments
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High-level concept for purpose-driven business creation established, scalable governance defined, and legal framework build to enable replication and scalability.
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