Case study

A leading IT outsourcer

Implementing a new service delivery model
to secure and build future revenue streams

One of Australia’s premier IT outsourcers provides managed services across desktop, LAN, WAN, voice, hosting and radio to a large client base of leading blue-chip organisations. In late 2003 this outsourcer was approached by several of its largest clients who wished to extend existing contracts. These requests came with one important proviso: the provider must dramatically improve service quality outcomes and quickly institute a new integrated service management regime. Failure to do so would jeopardise contracts worth several billions of dollars. Adding to the pressure on the group were the number of highly visible customer service failures which had put at risk other business that each account had with the client company.