Service Integration Case Study
Service Integration - Service Management as a Service (SMaaS) Case Study.
Download as PDFIT outsourcing can deliver significant cost savings and improve an organisation’s ability to compete in its market place. Historically, however, only 50-60% of outsourcing partnerships will be successful. To succeed, a robust IT governance and service management structure must be implemented between the service recipient and service providers at the outset of any partnership, because 80% of the causes of failure are attributed to governance issues. Capgemini’s white paper Governing Success looks at the current state of the IT outsourcing market and considers historical causes of problems in that market. It goes on to identify best practice and proven techniques that have been shown to solve such problems by prevention or cure.
Service Integration from Capgemini (Service Management as a Service) addresses these governance issues and helps our clients to manage the often complex environments with multiple service providers in an outsourcing arrangement. We coordinate our clients’ supplier bases and provide timely information to enable them to make the right decisions and to provide the services their business needs. This approach is further demonstrated in this case study which details how we assisted the client improve the quality of its IT services and reduce its cost base through the consolidation of its Global Service Management function from multiple locations to a Rightshore® solution split between London and Krakow. As a result the client now has a single, responsive partner delivering global services, able to react to rapidly changing needs while maintaining consistent standards and compliant services.
