PTS Consulting®

Global Insurance Provider

IT Operating Models Case Study

PTS Consulting performs an IT Service Desk maturity assessment for a subsidiary of a major global insurance firm.

The Client:

The Client is a subsidiary of a multinational insurance firm with headquarters in Europe. The subsidiary group was established in 2002. The Client’s role is to provide the firm with high quality IT infrastructure services including service desk operations. The Client is based across four locations in Asia.

The Challenge:

The Client was looking to improve its internal IT service desk function and processes following an end user survey. The survey identified issues in help desk support services for its end users. The Client required an in-depth review of the service desks across each of its four locations in Hong Kong, Singapore, Indonesia and India, in order to respond to the survey with a strategic plan of action.

The Client engaged PTS Consulting to conduct a current state assessment of the IT support services, key processes, and provide a best practice recommendation and roadmap to achieving the future state.

The Solution:

PTS conducted a review consisting of a gap analysis and an IT Service Management Assessment. The review found that each of the desks supporting end users in Hong Kong, Singapore and Indonesia were operating at different maturity levels, and none were optimal. Areas for improvement were highlighted with regard to an overall vision for the service desk function, processes in place and the tools and technology in use. It became evident that the lack of process and service maturity were contributing to an increased risk of high-impact incidents and a low level of user confidence in the service, as unearthed in stakeholder interviews.

To tackle the issues raised by the assessment’s findings, PTS outlined a number of options for the Client including a service desk future vision and operating model for its IT Service. The options considered ranged from consolidating support services into a single service desk to outsourcing the entire service. The ways in which each option would achieve the objectives of improving business and end-user confidence in the service were presented, alongside the potential risks. The resulting final recommendation was for the Client to standardise and stabilise the service in each location to raise and level process maturity across the region by taking advantage of internal service management subject matter expertise in order to deliver the necessary service improvements. The proposed solution minimised the Client’s exposure to operational risk related to required process and technology changes and enabled the Client build and enhance organisational capabilities to manage and direct the shape, direction and velocity of change for the service desks.

A Strategic Roadmap for the Client’s service desk transformation programme was then developed by PTS, detailing the steps that the Client would need to take in order to implement the chosen option and achieve the end-goal of a high-performing, IT Service Desk and help desk function that is aligned to business priorities whilst working to best practice standards.

The Benefits:

The review of the Client’s service desk offer provided the client deeper insight into the current modus operandi as well as highlighted some key challenges facing the service desk for the future. The comprehensive assessment approach has enabled the Client to transform its IT service offerings whilst minimising the risks involved, meaning that the organisation will soon benefit from an IT Service operating at optimum levels, increasing the confidence invested into the Service Desk, minimising the risks, and consequences, of high-impact incidents, and dramatically improving the levels of efficiency within the organisation as a whole. The detailed outline of options provided by PTS ensured that the Client was fully aware of the risks certain options would pose and the benefits each recommendation would bring.

The Verdict:

PTS was successful in meeting the objectives of the assessment. Their in-depth knowledge of processes and ITSM standards was one of the key strengths. The report helped us to identify our key areas for improvement.

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