Assessment identifies structural improvement areas and provides directions to ISO20000 certification

Challenges
The client is a professional application service provider of Indian origin. Currently, this ASP belongs to a major US-based IT service provider.

One of the largest investment banks in the world has a major account for this ASP in Singapore. 24/7 global application support services is provided on-site for this bank. After several years of constructive relationship, a situation evolved where both parties were looking for structural improvements in the service provisioning.

Solutions
Quint has been requested to conduct an assessment on this outsource relationship. The main purpose is to identify short and long-term improvements which are beneficial for both parties. Impartiality, high pressure where the assessment must be conducted within 2 weeks, and professional results where relevant and feasible solutions were expected from the assessment.

Results
With co-operation from both parties and full support by senior management, the results were realized within the agreed conditions. Some recommendations include revisions of the contract structure, a cost reduction scheme which provides a potential saving of 10% of the operational costs, reorganization of the service delivery and application for the internationally recognized ISO20000 certification. But the most important result of the assessment was that the final report provided an objective discussion agenda for both parties to work on, contributing to a sustainable and productive outsourcing relationship.