Project & Services

  Between 2011 and 2013 worked with the procurement department of one of Europe's largest out-sourcers, implementing via prince2 project management the full Service Lifecycle of ITIL Service Management in a near shoring site in order to improve the efficiency and effectiveness of the business processes in the procurement department.This involves work in three different cultural environments, six different sites and the implementation of OTRS   

 One of our clients had six different SACM systems, including SAP and HP OpenView. via our training and consultancy our task was to ensure validity of the data in all these systems.  We commenced by creating a reconciliation system that took feeds from each of the systems and produce a report indicating corrections. The next step involved producing an automated interface that corrected the data on a real time basis.  Finally we implemented a stock control system using bar code readers to eliminate the errors at source. This effect of the whole project resulted savings of over €2million/year 

  A client was undergoing a large merger which resulted in a high volume of service requests per day ( >600  per day) We developed and implemented via itil service management principles a Service Catalogue and a web based front end integrated with HP OpenView to smooth the request fulfillment process. This resulted in vastly reduced turn around times and increased customer satisfaction. 

  One of our clients, a large software concern, needed an upgrade to their incident tracking system.  Using a Rapid Application Development method, we quickly replaced the existing system with one based on their strategic communication solution of Lotus Notes.  The speed of our work resulted in the solution being  adopted and adapted and rolled out worldwide replacing the disparate  problem, change and release management tools 

 One of our clients implemented the Cognos Business Intelligence platform in multiple sites over period of years. This resulted in a wide range of working practices, some of which were nonstandard.  We  worked with  various stakeholders within the client to develop a governance structure and bring all the units up to an acceptable standard 

 The investment banking trading floor of one of our clients was dissatisfied with the turn around of the itil service management incidents on the trading floor. We discovered a conflict between the need of the Service Desk to insist on traders recording a ticket and the traders wish to use the speedier "Hey Joe" technique.  We implemented a system of handhelds for the second level support to carry and record incidents based on restaurant point of sale devices. This satisfied both sides of the equation, resulting in speedier turnaround times and higher quality of incident recording.