Client Challenge
The client, a global pharmaceutical, found that it had poor performance and lack of flexibility of the ‘first generation’, single source, IT outsource provider and had decided to move to a new multisource environment.
As part of the sourcing strategy, the decision was taken to insource key components to bring the control and management back in house, which included the service integration and management (SIAM) function. Coeus was engaged to help set up this function.
Approach
Using its experience Coeus could support the SIAM design and implementation activity to ensure a successful transition back in-house.
Coeus helped develop the SIAM operating model and organisation structure design, including planning the FTE numbers, processes, governance and implementation plan. We provided the design of new service management processes (incident, problem & change management) to coordinate activities across the suppliers in a multi-source environment.
We also helped with detailed transition planning, role mapping, recruitment activity and had a sharp focus on risk mitigation. There was significant business change activity to support the transition and to secure the new ways of working and culture.
Coeus developed the SIAM operating model and organisational structure. We provided the Service management processes definition and implementation along with the transition and risk mitigation plans.
Results
The client benefitted from a new operating model and the successful execution of the plans supporting the transition of SIAM from the vendor back in house.
Coeus also enabled a new service focused culture.
Results included:
- 110 people transitioned from the vendor back, or were new recruits into the client GIS organisation.
- 15 service management processes were defined, implemented and the ways of working operationalised.
