Business Problem
Merging of companies left disparate systems and operating teams across the globe.
- Scalability, inability to achieve operating KPI targets
- High cost per contact
- Legacy High touch “White Glove” services.
- Lack of technology strategy and alignment to customers
- Want to “blow up” the old way and completely re-invent how services are delivered to employees.
- Expansion of Service delivery model to HR, Finance and other shared services
- Lack of data and analytical skillsets in the team
Consulting Delivered
- 2.5 Month “agile” Consult
- Developing Hypotheses based on best Practices.
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Sprint 1 – Identify Large scale recommendations (Hypotheses) e.g. “Centralizing all Service desks into 2 locations will provide improved capacity, scale, require less management overhead and provide operational savings to deploy and invest in AI and ServiceNow Transformation projects.