Creating consistent architecture to serve clients worldwide

CLIENT

Global telecommunications equipment vendor

Situation

Regional organizations within the company struggled to support the needs of thousands of unique customer contracts and service level agreements. Different processes, architectures, staffing and tools by region made it impossible to achieve either better customer service or economies of scale by load sharing work and focusing on customers. 

Objective

Deliver a technical support services blueprint that would unify a formerly regional organization with a single approach to problem solving, tool sets, architecture, roles and infrastructure for the organization’s clients. 

What we did

• Define and interviews stakeholders and operations personnel about what a global blueprint meant to them and to agree on requirements

• Facilitate working sessions to define human resources, policy, technology, service levels, and architecture standards globally meeting ITIL and ISO requirements of customers

• Document outcomes in blueprint, and deliver robust communication and update plans to ensure adoption

Outcome

Aligned regional stakeholders behind common plan to implement blueprint, provide better service globally and decrease cost by about 20%.