Netcompany supported a sizeable government organisation in taking back control of service delivery.

A Government funded organisation required a supplier to work in partnership with them to assist in transitioning an outsourced SIAM function from a tier 1 supplier into an interim state to support their ambitions to insource the function. The department was under time pressures to transition the services across to avoid incurring additional costs through a contract extension with the existing supplier.

The services covered the entire SIAM disciplines based upon ITIL including Major Incident Management, Change Management, Incident Management, Supplier Management and SLA Performance Management.

A Netcompany team was deployed to perform an initial discovery and analysis phase, investigating the current service, the performance of the service and deliver a transition plan identifying how the service would be brought across to a Netcompany team.

The service was transitioned across to the team which co-located themselves in the client’s offices and continues to operate, providing a more comprehensive and quality service to the end user base.
 

Results

  • The team analysed and planned the transition of services across from the existing incumbent supplier
  • Co-located at the client’s offices, the team transitioned the services across ahead of the planned schedule, saving the department additional costs in contract extensions
  • Significant improvement in the user experience, fault diagnosis and more rapid remediation when service outages occurred
  • Proactive approach to problem management ensuring repeat major incidents did not occur across the wide range of third-party suppliers

Christian Brady

Partner