Case Study

Client Challenge

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

What We Did

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: -

• Governance: Programme Board and reporting pack established, programme plans with key milestones and dependencies identified, RAID logs created
• Capability: high level capability assessments performed at an account management and support function and raised with the Senior management teams
• Technology: identified key areas where there has been a lack of investment and alignment to the IT strategy and initiated independent reviews
• Contractual Obligations: Specific areas identified around SLA’s / KPI’s and the associated Management Information to identify the area’s that required remediating
• Service Improvement:  Identification of key ITSM streams that were underperforming

TORI held weekly workshops with the MSP and retained team to create a Remediation Plan that covered two key workstreams:-

1. Stability

2. Services 

Outcomes & Results

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:

• Stability: improved stability within the key operational environments, creation of detailed run books, consistent daily operational stand-ups, assessment of identified critical services and the associated remediation activities
• Services: programme structure defined across the ITIL framework (Incident, problem, change & Service Requests), SLA’s and associated MI, Service Desk operating Model, Capability assessments, Quality Assurance.

In alignment to the remediation plan TORI also identified the following key activities:-

• The baseline for effective IT Service Management processes
• An informed view of risk supporting planning, contracting and compliance activities