Client Impacts

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

Capabilities
Private Equity & Financial Sponsors Retail & Consumer Packaged Goods

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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