ITIL Consulting Reference Case Studies

IT Service Management Project Execution

Our ITIL consulting track record covers the full range of ITIL v3 processes. Whether you represent internal IT or an IT Managed Service Provider, there is a good chance you will see a reference engagement below that matches your project requirements.  Our work falls into three categories:

Process focused projects – specifically fixing the process before throwing software at it. ECS starts by leveling the playing field, working with your team of key stakeholders using Joint Application Design (JAD) facilitation and structured process diagramming to capture tribal knowledge, identify gaps, blueprint improvements and achieve solution ownership. If you are utilizing IT Service providers, process must be extended into supplier ecosystems with SLA’s to be most effective

Tools focused projects – OK, lets throw software at it. Brute force but there is method to the madness. The typical siege plan – select an ITIL compliant tool set, configure, integrate, test, train and go live. The theory is you will operate more effectively because the software forces best practice.  Reality – company shelves are lined with expensive software still in the rapper so it pays to bring in experts. Outsourcing complicates things: how do you expose your ITSM solution to suppliers or better, finding suppliers that rent ITSM by the drink – lower “variable” cost, same as what you achieved with virtualization, and you know your supplier is ITIL compliant

Strategy focused projects – defining your market, anticipating your customer’s needs, analyzing competition, revamping your service portfolio, outsourcing commodity services, designing new products, understanding ROI, planning your attack. The business does this for survival, why doesn’t IT?  ITIL has been criticized for being too focused on operations and cost reduction. Now substitute “ITIL” in that sentence with “IT” and you will see why. Its not ITIL – leveraged properly on the revenue side of the P&L, ITIL provides powerful guidance to align with the business

 

ITIL Service Strategy Reference Case Studies

For a $220M county government IT organization, an ITIL v3 framework assessment and future state blueprint were developed. Strategy recommendations, including self-funding transformation of their IT OPEX budget from 80% maintenance to new service development, by outsourcing infrastructure and an ITSM tools solution, were vetted

For an $1B electronics manufacturer undergoing significant downsizing, ITIL training for executive IT leadership was performed along with an executive mind mapping exercise to brainstorm revenue producing IT service portfolio alternatives

For the shared services IT organization of a $6B regulated energy company driving shareholder value through extensive cost reduction, we generated the services portion of an infrastructure modernization strategy, reducing TCO through hardware/software standardization, application rationalization, outsourcing and service automation – ultimately driving dramatic headcount reduction

ITIL Service Design Reference Case Studies

For a $6B regulated energy company, we architected a fully automated, self-service Incident, Request Fulfillment and Security Provisioning service catalog, providing one stop shopping based on roles. Integrated and implemented ITSM, ITAM and Security Identity Management software solutions within a complex SAP and legacy application environment

For a $27B beverage manufacturer, developed KPI’s across 22 ITIL processes in order to monitor SLA achievement for a globally outsourced Data Center contract

Contracted by a $4B Life Sciences company – supply chain organization to evaluate a global call center and asset provisioning outsourcing contract, prior to signature.  Developed alternative supplier Statement of Works based on ITIL standards resulting in the elimination of the supplier and deploying tools already in house

ITIL Service Transition Reference Case Studies

For a $9B beauty products manufacturer experiencing excessive data center infrastructure downtime, designed an ITIL and SOX compliant, global Data Center Change and Release Management process, specified Tivoli Service Manager configuration and co-managed launch

For a $6B Health Insurance company, created a PMO, conducted process assessments and designed a data center infrastructure software discovery and license compliance solution, including tool solution proof of concept, to address $million dollar Microsoft, IBM and Oracle audit true ups

For a regional MSP, we were instrumental winning a $2.5M IT service desk and break fix outsourcing contract renewal by their $21B banking client. This was accomplished by implementing a mandated ITIL v3 process improvement program. Key Knowledge Management processes were improved along with supporting integrations with Event, Incident, Request and Problem Management using HP Service Manager and MSP supplied solutions

ITIL Service Operations Reference Case Studies

For a $800M national Managed Service Provider, managed a $2.2M MRR SaaS ERP application hosting migration and built out an end to end monitoring and Event Management solution including NOC, Service Desk and Major Incident Response services. Developed charter and launched BMC’s latest ITSM tools

For another regional MSP, created a PMO, provided ITIL consulting, architected the solution and managed execution of an event based, Install – Move – Add – Change (IMAC) provisioning outsourcing contract supporting corporate and 80 stores on the East Coast. Supplier and customer ticketing systems integration was performed, supporting SLA’s and billing audits

For a national Managed Service Provider, created a CSAT survey process. Designed a customer response data collection, analysis and reporting tool driving a problem root cause and corrective action program across product management, marketing, sales, delivery and support organizations

ITIL Service Improvement Reference Case Studies

Provided ITIL consulting, gap assessment and documentation solutions for a MSP undergoing an ITIL v3 Channel Program Audit, conducted by a global network infrastructure manufacturer. Successfully passed the certification process at the highest level, opening new customer markets

For a public electric and gas utility company, generated Information Technology Operations, Change and Security SOX compliance processes and supporting documentation artifacts, successfully passing year over year audits conducted by their big 4 public accounting firm and government regulatory commissions

For a public electronics company, performed an ITIL v3 process assessment across all life cycle stages and generated functional improvement recommendations driving technical configuration and integration requirements for a major ITSM and ITAM commercial software implementation initiative