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IT Transformation Case Studies1
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Case studies


IT transformation/cost reduction

 

UK mobile operator – full scope IT transformation
Robert Pitt

 

Rapid business growth and market success by this innovative UK mobile operator had led to a build-up of issues. They included the organisation outgrowing both the capacity and flexibility of its core IT systems and, more dangerously, the capability and maturity of its IT organisation. By 2002, the backlog of ‘essential’ changes was growing daily, poor systems reliability was damaging customer relations and project delays were causing havoc to new product and service introduction. Relations between the CEO and CIO were at breaking point.

Invited to help by the CEO, Robert led a small team who worked with the CIO, his direct reports and key business stakeholders to diagnose the root causes of the symptoms and define a new target operating model. Robert then helped the client implement the necessary changes in organisation, responsibility and processes.

Within 15 months the organisation had more than halved unplanned downtime, improved project delivery from 80% of projects missing committed dates to 80% achieving committed dates. The business also established effective business-IT collaboration in project prioritisation and resource allocation – with a transparent governance process.

 


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