IT programme back on track

IT transformation iconFirst delivery of outsourced IT
for a global manufacturing organisation

Peru's commitment

Our client had signed a first generation IT outsource contract with an offshore provider, which needed to be delivered within a six month timescale and required knowledge transfer to a 60:40 offshore:onshore delivery team.

Peru committed to assist the client in the successful implementation of IT outsourcing that included a full IT Service Delivery Portfolio of service desk, end-user computing, networks, hosting and 600 applications, plus resourcing for some 200 projects, transfer of service for more than 20 third-party contracts, supporting around 20,000 staff and optimising the impact on three major manufacturing plants.

The substance

Leading the transition programme, Peru adopted a range of strategies and tactics including:

  • A two-phase transition, first transferring management control of the service and then each of the technology delivery areas.
  • Implementing a rigorous acceptance process, using both defined tollgates for operational handover and payment, plus health checks to proactively identify and mitigate all transition risks.
  • Engaging the retained outsource organisation, to be actively involved in the transition process ensuring buy-in from decision-makers and securing sign-off.
  • Collaboratively working with the supplier's onshore and offshore team; understanding and playing to their strengths, while using a client-side team to address skill gaps

With all of this in place, Peru was able to achieve:

  • Contract drafting of transition and transformation schedules.
  • A clear definition of the transition process and more than 1,500 acceptance criteria.
  • Engagement and buy-in of Business Relationship Managers, CTO and Project Delivery Functions.
  • Extensive readiness testing of service commencement data, including the offshore service desk.

The outcomes

The transition was completed to schedule, including successful knowledge transfer from over 200 staff, meeting a very stringent set of acceptance criteria.  This included migration from a resource to service delivery-based model and the implementation of a fully-operational Service Management and Integration Function.

What our client said:

“I've been really impressed with the difference made....we would be more than happy to work with Peru again in the future” Senior IT Director

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