Challenges Singapore’s second largest info-communication organization and the sole operator delivering a full range of information, communications and entertainment services over fixed, cable, mobile and Internet platforms has invested in an IT Service Management Tool to support and improve their ITIL processes. However they quickly realized with only a tool implementation, it would not bring them the required improvements and benefits. Therefore before moving forward they sought professional advices on where they should start and how they could optimize the tooling to achieve results. SolutionsQuint was engaged to perform the IPW™ QuintQuest, an assessment that defines the organization’s current ITIL maturity and improvement of the ITIL processes. This assessment is based upon Quint’s IPW™ Maturity Model, a tested and proven framework for assessing and implementing IT Service Management. ResultsThe QuintQuest assessment did not only give the customer an excellent starting point for their improvement and a clear overview of their strong and weak areas but also help them prioritize their improvement plan. Using this findings, the customer are able to focus on improvements that deliver the best added value for their internal and external customers at the same time focusing on initiatives that leads to cost reductions.

ChallengesOur client, a large institution within the social securities environment, was facing the challenge of privatization. For its IT department it meant a shift from internal to external clients with all its consequences for services, management, organization and personnel. SolutionsQuint designed and managed a large change program addressing the need to radically improve quality of services and delivery processes, change the managerial structures, create awareness and gradual cultural change throughout the IT organization, make new job profiles, train in competence management and implement balanced scorecards and associated dashboards. ResultsThe organization proved to be able to improve its services and to expand them to a level that it could actually win and satisfy external customers. A key success factor was the approach along several dimensions: strategy, processes, organizational design and Human Resource (HR), all aligned to reach measurable results.

ChallengesOur client, a bank belonging to the world’s top ranked financial institutes, wanted to reduce costs by consolidating its back office activities within the Latin-American region. A large part of this major change program was the migration of Operations and IT data processing from several South American countries to Mexico. A new organizational unit was founded to incorporate the consolidated activities. The new central IT organization faced the challenge to keep the operations on-going while ‘insourcing’ the back office activities against a rigid timeline. On top of this major challenge, cost reduction targets put additional pressure on the management’s agenda. The management of IT already started with some ITIL initiatives to improve the service quality, with a CIO believing strongly in the contribution to his change agenda by using best practice standards. Nevertheless, their implementation of ITIL did not meet the promised benefits. Quint was asked to conduct an assessment in order to improve the effectiveness of their ITIL-program. SolutionsUsing a standardized assessment tool - the QuintQuest, concrete and relevant improvement areas were identified within only two weeks. Major adjustments were made based on the improvement proposals of this assessment. As a result, and despite the major additional challenges this organization is facing, the IT organization leaped from maturity level 1 to 2.5 within 1.5 years while the average duration to reach that level is three years. ResultsWith this client, the use of an assessment tool which is based on the extensive implementation experience of Quint proved to be the key success factor to effectively improve the level of the ITIL-implementation.

ChallengesOur client, the IT organization of an international banking and insurance conglomerate, was facing major issues with its test and acceptance environments. The bottlenecks were considered to be primarily in the capacity of the available environments. SolutionsQuint performed an assessment and benchmark study, in cooperation with Compass Management Consulting, that demonstrated that bottlenecks were not caused by infrastructural capacity but were primarily caused by the maturity of development, test and support processes. Testing process maturity and project management maturity were identified as the main drivers for dealing with the perceived problems. ResultsThe study provided the client with a solid business case for improving test process maturity instead of investing in infrastructure.

ChallengesOur client, a large international company in the flexible workforce industry, was facing a shrinking market and was seeking for ways to cut costs. The reduction of IT spending was one of the highest priorities. IT management had lost the control on the IT contract portfolio due to the history and growth of the company. Contract values, contract periods and conditions were hardly known and could only be evaluated per contract. SolutionsQuint proposed an approach in three steps: analysis of the contract portfolio, implementing a demand and supply management function using the Sourcing Governance Framework with emphasis on the contract management function, and finally, rationalization of contracts through operational contract management. ResultsFrom the analysis conducted, a saving of 15 to 30% on IT expenses proved to be possible within an estimated time frame of two years. After four months, savings of €500,000 had been realized and the number of running contracts and suppliers had been reduced by five and ten percent respectively.