CASE STUDY

Optimized ITSM Ecosystem Processes to Drive 30% Cost Reduction for PE-Owned Education Publisher

Challenge

A private equity-owned education publisher was experiencing above average IT Service Management costs for its scale, and was considering not renewing the contract of a key outsourcing partner.

The company needed help to assess its current ITSM processes, identify actions for immediate improvement, and take action regarding its outsourcing partner.

Approach

Evaluated outsourcing partner’s contributions through internal benchmarking and cost modeling which identified their limited value for cost
Assessed company’s hardware and software asset management processes
Utilized process mining of ServiceNow data to identify Service Desk inefficiencies and bottlenecks
Created empirical end user profiles by function and management level for software and hardware assets based on current installed base

Results

I.

Saved 30% of outsource costs through insourcing recommendation

II.

Identified software asset management inefficiencies leading to 15% cost reduction opportunity

III.

Determined potential for 10% reduction in service desk labor through redesign of non-employee lifecycle management

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Results

I.

Saved 30% of outsource costs through insourcing recommendation

II.

Identified software asset management inefficiencies leading to 15% cost reduction opportunity

III.

Determined potential for 10% reduction in service desk labor through redesign of non-employee lifecycle management

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