Re-engineering IT Services

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• Spanish IT services provider perceived by client as non-responsive or slow
• Request for IT services (server upgrade, software update) seen as a “black box” of unpredictable performance
• Client is taking a hands-on approach that results in micro-managing the provider’s teams
• Client is spending too much effort making work the relationship with the provider

• Clarify IT services company strategy for the telco client
• Identify areas of largest service gap
• Define projects of improvement to close gaps
• Launch request for services project
• Map request for services process and address operational gaps

• Improved responsiveness and shortened service cycle time
• More effective IT teams, able to concentrate on technical solutions without much client interference
• Improved performance position prior to client audit