Smartsource helps BT Lynx secure major corporate outsourcing project

BT Lynx is a market-leading IT services company offering world-class consulting, technology and outsourced solutions.

BT Lynx was approached by a major UK company to fix a broken and poorly sourced IT solution. The organisations stakeholders and staff believed they were getting a poor service – the costs associated with delivery had spiralled out of control.

The timescales were short so the company turned to Smartsource to provide a raft of consultancy services help define the client’s requirements, baseline customer satisfaction, help design the new service and manage the cost analysis.

Smartsource undertook the following activities:

• Face-to-face interviews with key stakeholders and business unit heads
• Skills gap analysis
• Current State Analysis to identify gaps in process and services, where the problems were and to identify areas of concern within the business
• Advice on services that could be outsourced to offer better scalability and value
• Advice on new services that should be considered
• A service design for them to approach service providers with
• Guidance on pricing models used by service providers
• A list of recommendations for continuous improvement
• A proposal for a service management framework to improve communication

Smartsource designed and prepared a series of questionnaires. The objective was to interview the key stakeholders and business unit heads and answer some key questions. What did they think of the current service? What did they need from the corporate IT/IS function? What gaps were apparent in the existing service?

It was apparent from the interviews that the service needed reengineering. Smartsource helped in the redesign process using ITIL, a robust set of best practice processes for IT service management.

The engagement was a complete success. BT Lynx was able to:

• Substantially reduce the cost of the service to the client
• Provide a superior service that is now aligned to the needs of the business
• Define a clear SLA with their client with complete control over the costs of the service

How can we help you?

We fully understand the processes required to develop and maintain efficient and valued services to your business. We can also work with you to recover or improve an existing service. We can:

• Save you valuable time.
• Help you be more productive.
• Develop a services strategy.
• Design an efficient service.
• Develop and recruit a motivated service team.
• Improve internal and external services.
• Improve communications.
• Maximise the investment in your suppliers and partners.
• Save you money.

Transition management

We have a range of partners and skills, and can limit the risk to your business when implementing new business systems and running cultural change programmes in your organisation. We provide the necessary tools and procedures to help educate your team on the benefits of a robust service.

Sourcing and service design

We can work with you to analyse your service requirements, as we have a vast amount of experience in designing leading edge solutions for IT service delivery.

We can help you develop your strategy and introduce you to outsource partners. We have experience in running invitation to tender (ITT) and request for proposal (RFP) processes and recommending partners to fit the culture and service requirements of a business
.
Resources

The key to the success of any project is ensuring you have adequate resources and access to the right skills. We can provide:

• Staff on a short or long‑term contract to cover your service management, service delivery, and project management needs.
• Interim management staff.

We are also happy to work with any existing preferred suppliers to maximise or recover your existing services. To find out more, call us today on 0845 130 8294.