Core Categories

• IT Support
• Strategy & Transformation
• Information Security
• IT Recruitment
• Infrastructure
• ITIL Compliance & Accreditation

Plan International

An ICT Service Model to suit remote workers in a global network

Background

• International development agency Plan International previously undertook a Service Management initiative to ensure that all IT services were underpinned with best practice processes
• A framework was implemented with the scope of continually aligning the services to business needs
• The organisation has many remote workers who depend on IT and therefore rely heavily upon the service desk and its efficiency
• Plan International needed advice on a global ICT Service Model and a partner that would create and implement high-level policies and processes and procedures to support the core service disciplines

Plan-Net intervention

• Plan-Net addressed the requirements by taking a best practice, top-down approach to delivery structured in four phases
• Workshops, one-to-one interviews and tele-conferences were used to understand business needs and agree a blueprint for the new global model
• Delivery of a more organisation-aligned, service-driven ‘future state\' model
• Definition of policies which would govern each process and the procedures aligned to them
• Definition of roles and responsibilities, measurement of KPIs and production of a full set of process and procedural documentation

Results

• Operational efficiency has been improved and the IT Service Desk is aligned to both the existing and future organisation models
• The organisation is able to react much quicker and more efficiently with the same resources available beforehand, prioritising work better and making sure incidents are picked up in the right order
• The increase in Service Desk effectiveness has had a wide reaching impact across the organisation\'s entire global operation
• An embedded understanding of the purpose of each process and how processes interface with and depend on one another has been achieved among Plan International staff, now able to see how they contribute to the ‘bigger picture\'
• Employees have more confidence in the system and are able to concentrate on their work without worrying about IT issues

DOWNLOAD THE CASE STUDY (PDF)

Related Files

• 

  Print - Plan International.pdf(1.06 MB)