Service Improvement Brief Case Studies
1. Skills Evolution Track Record: News International - The Times, Sun, News of the World, Sunday Times
Scenario
News International engaged Skills Evolution to assist with improving their Technology Services, the related Technology processes to enable successful outsourcing of their Infrastructure and Operations and relocating / improving their Technology Service Desk.
Benchmarking and Roadmap
Skills Evolution created a Service Improvement Programme roadmap for the Technology Group of c.200 staff using the ITIL V3 framework. The process improvements were combined with creating and relocating their new UK based Technology Service Centre and Service Desk and a major successful off-shoring outsourcing exercise that transferred c25% of the staff out of the organisation
Programme of Change
- Delivery of improved business agility - Agile development methods and ITIL successfully integrated delivered an improved (faster with higher quality where it matters) Technology Services introduction experience for the customer for new and upgraded services. Effectively achieving an Agile Technology Group.
- New and revised Technology processes were implemented successfully and passed into Continual Service Improvement;
- Their Service Management tool was reconfigured and now works effectively with new or improved process areas implemented;
- Reliable management reports are now delivered each day, week and month;
- There are improved Service Level Management activities with new Service Level Agreements, (SLAs) and Operational Level Agreements, (OLAs) in place using new templates and processes;
- The Service Improvement Programme enabled a successful transition of an outsourcing initiative with considerable cost savings of over 40% pa.
- Relocated and improved Service Desk and Technology Service Centre reduced labour costs, saving circa 30-40% p.a. for the Service Desk and the creation of a centre of excellence for the key process management roles.
- Service Knowledge Management System implemented, saving time and money by fixing faults at the Technology first line, enabling reallocation of second line staff. Easier and cheaper training for new as well as “new to role” Technology staff.
Key leadership quotes:
News International Chief Information Officer, Andy Hickey said:
“We have been making some investments in our people in a concerted effort to improve service levels and to position us to manage the infrastructure outsource we have now completed. Skills Evolution helped us in this area and are a proven partner.”
News International Director of Technology Services, Nick Leake said::
“Skills Evolution was tasked with introducing considerable change into our organisation in challenging timescales to meet our outsourcing deadlines – they delivered to time and on budget, enabling us to meet our cost and service targets.”
News International Service Manager for Pre- Press Services, Simon Wilkinson said:
“The Service Improvement Programme has really made a difference to my teams work in all areas, including Incidents, Problems, Changes and Transition of Services. I have been here for 14 years and for the first time I can make improvements involving other teams and departments as we share the same language and a service culture.”
To request the full case study contact us and we will send you a copy.
2. Skills Evolution Track Record: ITV - International Media and Broadcasting Company
Scenario
A company wide Technology Service Improvement Programme post merger to align the merged areas of Technology to the needs of the business and deliver efficiencies and cost savings.
Activities:
Benchmarking and Roadmap
- IT Process mapping workshops exercise to establish the "as is" state of IT processes
- Mapping and agreeing the "to be" ideal for Technology processes in workshops nationally
- Running online Customer Satisfaction Survey, for the outside-in view of IT
- Analyse using a project ROI approach deliver roadmap for Service Improvement Programme
Programme of Change
- Improve Technology processes using globally adopted ITIL framework
- Mentoring the staff involved in new processes to "lead the change"
- Placed interim managers in key roles to "cement the changes" into business as usual
- Created and delivered a comprehensive communications programme to "support the change"
- Trained the staff in the new processes and in formal ITIL qualifications to "secure the change"
Measure the Difference
- Realised in excess of £1.1m p.a. benefits through efficiencies
- Delivered management transparency to enable ongoing organisational changes
- Achieved national prizes for client in these areas of work
To request the full case study contact us and we will send you a copy.
3. Skills Evolution Track Record: Miller Group - National Building Company
Scenario
A cross divisional Service Improvement Programme to enable IT to cope with extreme growth in the business and deliver efficiencies and cost savings.
Activities:
Benchmarking and Roadmap
- IT Process assessment and report using Capability and Maturity Model to assess current state and perform gap analysis to ideal state
- Customer Satisfaction Survey, online and anonymous for the outside-in view of IT
- Analyse and recommend tailored roadmap for Service Improvement Programme
Programme of Change
-
Improve IT operational processes using globally adopted ITIL framework
- Mentoring the staff involved in new processes to "lead the change"
- Placed interim managers in key roles to "cement the changes" into business as usual
- Created and delivered a comprehensive communications programme to "support the change"
- Trained the staff in the new processes and in formal ITIL qualifications to "secure the change"
Measure the Difference
- Monitored KPI's set at the start of the programme in excess of £400k p.a. benefits realised
- Ran another Customer Satisfaction Survey that showed improved status of IT with the users