Outsourcing of Managed Desktop Services
Initial situation:
Our client, a globally active chemical group for highly developed specialty chemical products that can be found in countless areas of our everyday lives, decided to launch a project to optimize its IT area around Managed Desktop Services, especially as the contract with the previous service provider was about to end. The company currently employs around 15,000 people and has 24 production sites, 32 subsidiaries and sales offices around the world.
The aim of the project was to harmonize all outsourced and non-outsourced services in a new service contract.
Our approach:
Challenges and dependencies:
We found that not all services (especially those not previously outsourced) were documented in such a way that the existing documentation could have been used for the request for proposal. Therefore, all services were fundamentally re-documented, described and transferred into corresponding service descriptions.
There was also a major language and cultural barrier for both internal IT staff and customers, which posed an additional challenge as the new contract involved outsourcing services to Eastern Europe and India.
Comprehensive project planning and implementation:
The successful implementation of a project of this complexity and scale required comprehensive and detailed project planning and execution. Our experienced project managers developed both a detailed project structure and a schedule to take all aspects of the implementation into account.
We worked closely with the global and local IT teams as well as selected key users at the various locations to ensure that all requirements were met and that the transition went smoothly. Our project managers held regular meetings with management to present the progress of the project and to identify and resolve potential issues at an early stage.
Successful implementation:
Within approximately 10 months, both an RFI and RFP were conducted, followed by the final contract negotiation, finalization and signing process. This allowed the transition to the new service provider to take place in good time before the current contract expired.
The transition (including Hypercare) was also successfully completed for all services within a time frame of around 8 months.
Conclusion:
Thanks to the expertise and commitment of qedcon GmbH, our customer was able to successfully complete the migration to the new managed desktop service provider. The changeover not only saved costs, but also improved the service performance and management of the new service provider. Our project managers were able to successfully overcome the many challenges and dependencies and ensure a smooth implementation of the project.
