Case studies

Case 1

The problem

A utilities company based in the midlands had problems with the perception of the IT department in their business. Business Units had started finding ways around the IT team to get services delivered. The business was going through a substantial growth period and was going to double in the following 2 years.

The solution

Smartsource offered the following solution;

• Key stakeholder interviews with 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

The benefits

• The client saved £500k per year by using a selective outsourcing model
• Costs & contracts are clearly understood and now allow accurate forecasts
• The service is now scalable and will grow with the business
• The service was enhanced by using a shared service desk model provided by a service provider – this improved perception and satisfaction within the clients business in a very short period
• There is now a clear communication programme between IT & the business
• There is now a clear services strategy in the IT department that the business are part of and regularly review

Case 2

The problem

A managed services provider had a surge of work but needed to provide one of their top 5 customers with IT service management consultancy.

The solution

• Smartsource offered the company based in Bedfordshire an interim framework agreement.
• Smartsource worked as part of the company’s team to offer service management consultancy through an accredited consultant.
• Smartsource worked as part of the customers account team to agree the scope of the project and define deliverable products.

The benefits

• The client was able to keep their promise to deliver to their customer.
• The client was able to make margin on the consultancy.
• Smartsource are now their preferred partner for service management consultancy.
• The client have now expanded their product range to include service management consultancy

Case 3

Smartsource were engaged by Morgan Sindall Plc to design and implement a new shared support model after a major acquisition across the group. Smartsource designed a solution, selected two preferred partners and implemented the new service. Smartsource saved Morgan Sindall money and improved the IT services being offered. Smartsource offered a service design and then implemented the service model with the preferred partners. Smartsource now offer interim management to ensure the model evolves with the new business.

“Smartsource have assisted us in the creation of a shared IT support model and in the management of a highly successful tendering process. As a large and rapidly growing construction company, we need to be agile and flexible in every arena and IT is a discipline which has a significant effect on the business's ability to perform at and beyond client expectations. Despite limited information, Smartsource provided clear and concise advice and comprehensive tender documents during a busy time and this has given us the confidence to move forward with an outsourced shared service which should deliver considerable cost savings alongwith an improved level of service to our users."

Jon Murrell, Group Systems Director, Morgan Sindall Plc

www.morgansindall.co.uk