Service and Suppliers Management

The quality of IT management processes has never been so important. Many companies are increasingly dependent on IT services, though they often don’t even realise that fact. Only when an e-mail server fails does it turn out how important it is to have a disaster recovery plan which constitutes one of ITIL elements.

These and other ITIL techniques bring a quality change in the cooperation between IT and business. On the one hand, they enable streamlining of IT costs by reducing redundant processes and abandonment of activities that provide no measurable business results. On the other, thanks to a definition of a catalogue and level of services provided, IT may ensure a higher level of business customer satisfaction.

During an ITIL implementation, it is also possible to analyse possible outsourcing of selected services that are not directly related to the company's core business. In the case of outsourcing, however, you should pay attention to a range of specific aspects such as SLAs, avoidance of being dependent on one supplier and transformation plan.

How can PwC help you?

IT transformation in the centre of business services

Implementation of the Information Technology Infrastructure Library:

• definition and management of the catalogue of services provided by the IT to the business and definition of the level of these services (Service Level Management)
• adjustment of IT services to evolving business needs through continued control and verification
• visualisation of the method of business services provision using an easily understandable BPMN language (Business Process Modelling Notation)
• organisation of one central business customer support centre (Service Desk)
• support in the selection, purchase and implementation of ITIL supporting systems

Assessment of the IT services provision option:

• analysis of the option to outsource selected IT services together with business ground for that
• development of a feasibility study for the outsourcing of selected services
• definition of the selection criteria and support in the selection of a specific outsourcing service provider(s)
• assessment of supplier effectiveness and streamlining of existing outsourcing processes
• negotiation of contracts, tax and financial advice on the conclusion of contracts and organisation adjustment

Benefits:

• cost reduction thanks to, among others, elimination of redundant processes, withdrawal of obsolete services, listing unused IT resources
• measurement and streamlining of IT response times for business notices
• possibility to easily audit communication between IT and business
• up-to-date information on the efficiency and status of the IT services provided
• conclusion of internal and external Service Level Agreements
• IT focus on key business elements of the company thanks to the use of the effective outsourcing option
• optimised management of outsourcing services providers thanks to professional consultancy at every stage of the outsourcing process: including the development of a strategy, supplier selection, negotiation, service acceptance and service level monitoring