Seven rules for creating successful global IT services - Rule 2
Ten years ago I was working at a large service provider who had many business units across many towns. We wanted to work with one IT environment, one e-mail account, one (dual) datacenter, one service desk, and a single standardized set of applications to help us to support our clients with singular truths (finance, logistics, client information, etc.). We were successful after several years, but it definitely took time. Not only due to the technical work – as this requires an in-depth roadmap for the technological and financial challenges – but also for the management of change, which can be complex in these scenarios.
“Where is the service desk located?”, “What will happen to obsolete employees?”, “Which environment is the best (and who has to change)?”, “What is the business case?”. These are some typical questions which sit at the top of the iceberg. Resistance was also present in the form of: “The clients won’t accept this”, “I don’t have time for this”, “I don’t have the budget to support this”, and “I only will do this when you do something for me”.
I see this story constantly repeat itself. Presently, global companies can see the advantages of an integrated IT environment where all employees around the globe can work with identical information that is supported by the best, relatively inexpensive IT services. All opportunities for offshoring and globalization should be explored. Quint has supported many of these local and global projects, and we have developed seven rules that have worked for us on both a global and local scale.
Rule 2: Define your business IT services
The first step in standardization is knowing what your IT needs to deliver to the business. Which business processes need to be supported by specific (automated) information? The starting point for understanding what you need for globalization is a global service catalogue, which includes the services that you are already delivering, or want to deliver everywhere across your organization in the future. If you are aware of what those strategic services are, it will support in the determination of what you have to keep in-house and what could be outsourced to external providers that may be more capable and/ or have a larger scale than your own organization (see rule 4). Once you understand what you want to do in-house, you can begin organizing your shared service centers.
Next week we have a look at Rule 3: Use one service management system and process.
Read the previous rule:
Rule 1: Have an agile and resilient strategy
Read all seven rules:
Download our White Paper: Seven rules for creating a successful global IT services organization