Our client had outsourced its UK IT managed services to a major IT service provider including; infrastructure services, Security Management, Business Continuity and Service Management. The contract had been signed over a 5+2 year deal and was 6 months into the term where challenges were already being experienced. The Client had previously endured poor implementation, commercial and service issues from the previous MSP and therefore required a review what, how and who provides these services.
TORI were engaged to provide an assessment of the current outsourced service model, ensure delivery of a sustainable and deliverable remediation programme plan that the retained IT team could manage through to completion to ensure stability and optimal service provision
Over a 12-week engagement, TORI began by understanding the business issues surrounding the provision of the IT services and assessing the multiple activities of work to establish relevance and alignment to remediating those issues. Key stakeholders were identified, and the following activities created: -
TORI held weekly workshops with the MSP and retained team to create a Remediation Plan that covered two key workstreams:-
1. Stability
2. Services
TORI created and managed with the MSP & retained IT team a remediation programme plan covering 2 workstream Stability and Services, that covered the following activities:
In alignment to the remediation plan TORI also identified the following key activities:-