Case Study - Information Technology
Large Consumer Finance IT Helpdesk
Service Type... Level 1 Helpdesk
Project Description...
Phoenix has supplied contractor management and back office administration services for operation of the a large consumer finance IT helpdesk.
Phoenix worked with our client to develop the most appropriate model to enable a
significant reduction in IT headcount by bundling contract resources into a single invoice
and assuming control of all back office processes for engaging on a fixed price basis.
Phoenix’s Scope...
Phoenix is able to seamlessly integrate or take complete operational control of Help
desk services to your preferred methodologies and support tools. These can be
managed directly by our customer, by our own personnel under service levels if
requested.
Help Desk Services currently support:
- Windows Desktop Environment (98, 2000, NT)
- Lotus Notes
- MS Outlook
- Microsoft Office Suite
- User Administration
- Support Tools
IT Division of Telco Subsidiary
Service Type... Project Management Office
Project Description...
Our Customer maintains a continuous stream of new initiatives directed towards
product, process and operational improvements. In total some 140 projects are
live at any one time.
The customer sought to better manage the currency of approved projects by
establishing a PMO to support the utilisation of consistent project management
tools to product quality outcomes from all projects.
The project for Phoenix has involved the building of the PMO, a tool kit for project
managers, gaining reporting compliance and is now directed towards quality project
outcomes.
Phoenix’s Scope...
Phoenix was engaged to build and operate the PMO utilising ,where possible, client
tools and project management methodologies.
Client Outcome...
A functioning PMO has been delivered which:
- produces cycle reports for senior management through to project managers;
- provides a project brief case – the tools and requirements to support a project;
- manager starting a new project;
- delivers risk, issues and dependency positions;
- provides resource forecast and usage profiles;
- identifies spend relative to budget;
- has gained strong support among the project managers; and
- is recognised by senior management, CIO and peers as an important knowledge centre.
