Case study
Global telco cut IT costs by 20% with enterprise-wide, strategic managed services agreement
OUR CLIENT
Based in Europe, this global telecommunications company provides fixed and mobile phone services, broadband connectivity, and subscription TV services to almost 350 million customers worldwide. The company employs over 100,000 people and generates more than €30 billion in annual revenue.
THE CHALLENGE
Existing IT services vendor couldn’t meet the needs of this global enterprise
After outsourcing IT services, our client realized the incumbent vendor didn’t have the strategic leadership skills to manage the IT efficiency needs of a global organization. Our client struggled with these issues:
- No defined IT roadmap
- Task-oriented approach instead of strategic guidance
- Complex homegrown services
- No formal methodology or processes
- Little or no prioritization or alignment of IT initiatives with overall company goals
- Lack of IT performance SLAs
- A chaotic, fire drill mentality where everything was an emergency
THE TRANSFORMATION
Global managed services engagement transformed IT services with strategic leadership
By taking a much more holistic approach to IT operations, UST engaged in a comprehensive, global managed service agreement with the telecom company that included business support systems, operational support systems, employee self-service systems, global IT infrastructure, workplace and desktop support, as well as global service desk support. A team of approximately 100 UST professionals took over management responsibilities for:
- 58 mission-critical end-user services.
- The design and continuous improvement of systems and architecture services.
- Planning and deployment of hardware and software assets.
- Level 1, Level 2, and Level 3 support.
- Software development across digital platforms, data mining systems, and voice network industrialization services.
While the UST managed services team primarily worked with the IT team at the company’s European headquarters, UST professionals also provided in-person local services in Brazil, Peru, Miami, and Paris as well as on-demand remote services for a dozen more locations—delivering direct support for more than 1,500 staff and indirect support for approximately 500 more people.
THE IMPACT
Coordinated, strategic IT oversight reduced IT costs by 20%
To simplify the company’s IT portfolio, while providing technology evolution assurance, the telecom company now has coordinated IT leadership and guidance from a single, highly experienced managed services vendor. So far, the partnership has helped the company reduce IT expenses by 20% by:
- Consolidating end-user architecture with centralized management tools, software/patch deployments, hardware/software inventory automations, desktop central templating, and a virtual desktop implementation
- Streamlining IT governance with global, standardized methodologies
- Unifying service desk and workplace support services across Europe
- Transforming software development with automated, agile processes
- Implementing service activity modeling and monitoring driven by a set of common KPIs and SLAs