Client
The IT Service Support organisation for this Global Financial Service company is a major business in its own right and has the job of supporting users across the globe on a 24x7x365 basis using a mixed in-house and outsourced model. It provides an end-to-end service management function encompassing services such as Incident, Problem, Change Management, Provisioning and Technical Administration.

Project
Despite investment in a number of systems and IT projects, Service Support was still some way from achieving its goals and dealing with the major challenges placed upon it by the global expansion plans of the company and increases in volumes of business.

In particular, provisioning timescales were too long, incident management too labour intensive and international capability was variable. The feeling was that tools, systems and processes underpinning the business were too fragmented and therefore failing to meet the needs of the organisation.

Xantus was asked to undertake an analysis of all current tools, IT projects and investment from a Service Management business perspective, make recommendations as to the best way forward, and produce an outline business case for IT Service toolset investment.

Approach
Xantus rapidly understood and assessed the gap between current state tools and processes and the CIO Service Management strategy.

It reviewed technology and process change options and made recommendations for the optimal approach, with high level costs, benefits, risks and dependencies.

Xantus presented a short and medium term roadmap outlining:

• Where toolset investment should be made and where it should be stopped
• The processes changes needed to be made in parallel in order to realise benefits
• The high level timeline for implementation
• The best way to achieve short term benefit whilst realising long term strategy

Benefits
Xantus used its extensive experience of service management best practice gained by working with other similar clients. This knowledge was combined with practical experience of the offerings from Service Management tool providers to deliver a targeted investment plan to meet the needs of the business.

More Information
For more information a please contact Catherine Sanders at Xantus on 0161 495 2330 or email catherine.sanders@xantus.co.uk