Application Hosting Service
The client organisation was finding it difficult to recruit and
retain technical staff to deliver its application hosting service.
This was making it hard to provide a good service to their business users.
We worked with the client to put in place an arrangement
with a supplier for the provision of expertise.
This gave the client access to a wide pool of technical resources.
We developed the business case, specified the service and participated in the procurement activities.
One of the key questions we tackled was whether the
application hosting service should be delivered as a 'managed service' by industry.
Public Services Network
The Public Services Network (PSN) is an element of the Government's ICT Strategy.
The vision for the PSN is a single network used by public sector organisations,
supplied by multiple service providers.
We provided the service management expertise within the PSN programme team in the Cabinet Office.
This entailed working with the PSN customers and suppliers to develop the
policies and standards that will apply to PSN. For example, we developed
the standards for communicating and escalating service incidents between PSN participants.
We also contributed to the service management work stream of
the related G-Cloud initiative.
Network and Telephony Strategy
The client was implementing an ambitious new enterprise architecture.
They wanted to understand how their network and telephony services
would need to change to meet their plans.
Stefan, when with previous employer Charteris, led the assignment to develop the LAN/WAN and telephony strategies.
The task involved working with client and industry staff to
analyse the current state and develop the 5-year vision.
He ensured that this vision could be delivered by devising a delivery roadmap
that took account of the practical constraints that the organisation faced.
Commercial Strategy
The client was an Government agency in the secure sector.
The direction from the main board was to make greater use of industry in
activities that were not central to the agency's core business.
Working alongside one of the client’s staff, we developed a proposition
for the IT services organisation’s use of external industry suppliers.
This entailed developing a set of recommendations to the Board
that spelt out how they could derive benefit from increasing the proportion of IT services
delivered by industry.
Once agreed, we produced a commercial strategy that
gave a three-year route map for their main supply contracts.
Service Management Implementation
The client's IT services organisation was aiming to lower its costs and increase
the agility with which it responded to its customers' requests.
We developed the business case for a business change programme.
Its aim was to improve the delivery of services by adopting ITIL v3 practices.
We then led the work package to implement a new asset management tool (HP Asset Manager) as part of this programme.
Service Operations Centre
The Cabinet Office was leading a major programme in the security sector,
involving ten seperate Government departments.
The programme entailed the delivery of a new shared service and the organisation to run it.
Our initial role was to define the service management strategy.
We participated in the procurement to ensure that the
sttrategy was reflected in the requirements placed on suppliers.
We worked with a team of six staff, comprising both civil servants and consultants,
to set up a new ITIL-compliant organisation to manage the service.