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Improving User Experience through IT Operations Optimization
The Power of an Optimized IT Operating Model in Professional Services
Professional Services Company
IT Operating Model
Our client was struggling with a major problem - inefficiency and major possibilities in enhancing service delivery quality to their workforce. As a company operating in the professional services industry, it was crucial for them to provide excellent support and services to retain talent and enable their workforce to deliver high-quality services to their customers.
Specifically, their IT department was, similar to many other professional services companies, responsible for areas such as onboarding (both software and hardware), access management, and application & other IT support. However, several challenges in relation to the IT service delivery was identified, such as:
A major challenge faced by the business was the communication gap between IT and business functions
The distance between operations and IT, coupled with a lack of understanding of business requirements, was hindering their ability to deliver the necessary services efficiently. This challenge was exacerbated by the global nature of the client's business, which necessitated a balance between centralization for resource efficiency and localization to meet regional needs.
Another challenge that the client was grappling with was the lack of process harmonization between different regions and central functions, leading to multiple setups, systems, and working styles. This made it hard to manage and derive synergies, resulting in duplicated efforts.
Finally, the client was not making full use of the technology tools available to them due to a lack of underlying data quality and structures. This meant that the potential benefits of these tools were going unrealized
To address these challenges, we utilized Gartner's framework for IT operating models, dividing the project into three parts: organization and talent, governance and ways of working, and financials and metrics. We employed a hypothesis driven, and iterative approach to speed up the process while maintaining quality. We formed hypotheses on how the client's global IT operations should be structured based on research interviews, best practices, and the clients context and prerequisites. We then presented and worked with these hypotheses in workshop format with representatives from the global IT organization and iterated the model to ensure the best fit. This approach not only makes us faster, but also ensures that the organization is heard and the model is socialized before implementation.
In addition, parallel to the main workstream we identified low hanging fruits for enabling better user experience through "Immediate measures" and implement the ones with the highest effect with least effort. One way we used to identify these measures was to use a third-party AI solution to scan, summarize, and provide insight on the most frequent issues the users reported to the IT ticket management system ServiceNow. We then have a plan to address these issues and enhance the overall user experience parallel to the main Operating model workstream. This approach not only deliver early benefits to the organization, but also help to increase buy-in for the more significant changes that will be phased in during the implementation phase.
The project is currently in progress and gaining momentum. We are committed to delivering a new, more appropriate operating model that closely aligns with the needs of the business. This model will be more proactive and will facilitate better service delivery to our client's workforce, resulting in a superior user experience, improved employee satisfaction, and a better toolset with fewer interruptions.
These enhancements will lead to higher chargeability and have a positive impact on our clients' bottom line. In addition, not only will the service delivery be future-proofed, but our immediate measures have already provided value to the workforce.
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Management Consultant | Tech Strategist