Case study – hospitality service organisation

Client:

  • The client was a 2 site based service organisation based in Yorkshire with a large field engineering team
  • IT was represented via the finance function at an Executive level
  • The perception of IT within the business was adequate but there were issues with business engagement and no Strategy
  • A key contract for managed service provision was approaching end date and required renegotiation/tender
  • Service Management Software was approaching end of useful life

Engagement Brief:

  • Ensure IT supports the business in a proactive manner
  • Address terminating managed service contract
  • Research and if required replace Service Management Software

IT Support:

Although the helpdesk was addressing the requirements of the business, engagement was not as good as it should have been

  • Key stakeholder input on requirements of IT
  • Restructure of IT function to increase the focus on the Support function as well as addressing people and other issues within the department

Managed Service Contract:

With the 5 year contract for managed services approaching it’s end-date a full review of the services provided was required.  The cradle to grave approach as well and the change in ownership of the service provider meant that the level of service given by the incumbent was not sufficient:

  • Review of all aspects of service received
  • Research and proposal of alternative providers of services
  • Outsource and co-location of server hardware in central data centre
  • Tender for provision of part or whole services created and published

Service Management Software:

Having been in place for nearly 10 years, during which time large amounts of expensive customisation had been performed, the Service Management Software was unwieldy and expensive to maintain. Leading a cross functional project team Spherix performed the following:

  • Requirements workshops with business
  • Vendor research and selection
  • Tender and solution assessment

Other activities completed by Spherix include:

  • Video conferencing scope, tender and recommendation
  • Enterprise Wifi solution
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