Global auto manufacturer sales organization achieves complete alignment with comprehensive OLA as they launched global web sites.
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Completing a significant data center migration of 5 major customer-facing global web sites |
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Transitioning web site support to in-house staff |
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Launching ITIL initiatives to improve service management |
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Limited bandwidth and minimal experience in establishing Operational Level Agreements |
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Tight timeline to complete the work |
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Executive level visibility |
BUSINESS CHALLENGE
For a global auto manufacturer’s sales organization to compete effectively in the fast-growing and highly competitive automotive marketplace it was imperative that they continue to optimize their cost structure while continuing to deliver high levels of service and reliability. It was critical for the organization to transition web site support while also migrating their data centers before the outsourcing contracts ran out. In order to deliver support on day one a new business model needed to be implemented and an Operational Level Agreement (OLA) negotiated and approved by 30 stakeholders across the whole IT organization and remaining sub-contractors; with metrics that everyone could buy into. In addition, the team needed to overcome the existing barriers of functional alignment, an oral tradition, and a legacy direct line approach to supporting customers.
COVESTIC'S SOLUTION
Covestic IT Service Management (ITSM) subject matter experts partnered with the organization to negotiate an acceptable Operational Level Agreement (OLA). The team worked to gather a comprehensive set of service level requirements and compiled that into an ITSM framework. Then in minimal time, Covestic drove a structured iterative approach to negotiate acceptable terms and gain buy-in from all relevant stakeholders. When the agreement was achieved, Covestic analyzed the current situation and prioritized gaps to be addressed.
RESULTS
The work undertaken by Covestic enabled the IT organization to have a:
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Accurate, concise, yet comprehensive OLA that all parties accepted |
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Clear and prioritized set of action items to achieve complete alignment with the OLA as they launched the global web sites |
QUOTE
“I did not think that the Covestic team could pull it off…the introduction and integration of best practices into a group that knew so little about ITIL. You were able to get the whole group to agree on a single agreement defined using ITIL terms in the timeframe that we defined.”
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