Client Success in IT

Business Problem

A dissatisfied business user base asked Senior Management to improve the level and quality of service from the in-house IT function. Issues related to computational resources, help desk support, and timely and accurate reporting were negatively affecting operating results companywide.

Resolution

Senior Management initiated a comprehensive IT Assessment to uncover the opportunities for improvement in a controlled manner. Results of the thorough assessment revealed fundamental deficiencies in IT capabilities. Taking a phased approach, each area of deficiency was addressed with process improvement, technology updates, training, and governance improvements. New metrics were designed to measure the return on the investment in IT on an ongoing basis.

Benefit

First year metrics for IT ROI revealed a 15% improvement with business user satisfaction improving by over 50%! The project entailed components of enterprise architecture changes, outsourcing, and restructuring. It was completed in 38 weeks.

 

IT is key to the success of any business today. It demands continuous monitoring and effort to deliver the significant value it can provide - the effort is worth it.