Case Studies
Case Study #1
- Are your Serivce Level Agreements (SLAs) at risk?
- Is speed of response paramount to minimise your risk?
- Is the quality of the resources fundamental to your success?
- Do you want someone else to take accountability for delivery?
- Do you need all of the above?
This is a classic case, of when the chips are down, your requirement is immediate and failure is not an option, your exposure is too great to sit back and do nothing and no action will lead to downtime and missed SLAs. In February 2007, following a major incident, one of Charterhouse Resource Solution’s major clients had an urgent requirement for the implementation of 24*7 cover to protect the delivery of mission critical services running on a variety of technical platforms.
Charterhouse’s response ensured that within 8 hours a 1st line team was engaged and monitoring systems (Unix & Wintel) in line with the client’s SLA – thereby protecting the service and minimising the immediate risk to business performance. After 24 hours a 2nd level support team was in place, creating a tiered support model and adding further value to the operational support model.
Within three days a full Managed Service was implemented and fully operational, ensuring that all SLA’s and underlying platforms were fully supported. This Service included full service governance in the guise of an appointed team leader, change analyst and service manager, enabling the team of Level 1 and Level 2 Analysts to focus on the execution of their duties and not in the management of the workload, or indeed the customer.
The full service comprised of a team of 28 deployed at the client’s location within the three day period. This was achieved by adhering to a fully tried and tested selection process which, even during the most intense period, allowed us to exclude unsuitable candidates, both in terms of technical capability and team fit.
Further analysis of the engagement revealed that in addition to protecting our client’s service, a marked increase in the First Time Fix (FTF) rate was recorded, taking it from some 43% to 81% in a two week window.
As a testament to the speed and quality of the solution Charterhouse Resource Solution provided in this instance, a large proportion of the team were retained and still provides valuable services to the client today.
Case Study #2
In December 2006 Charterhouse Resource Solutions developed a partnership with a leading Systems Integrator and Technology Provider which involved the provision of technical and managerial resources. It oversees a range of managed and support services contracts as well as implementing transformation projects for major corporate and government organisations, with service offerings extending from desktops to network infrastructure and data centres. The client provides a single source of technology skills and expertise to help IT departments realise greater value from their technology investments.
The client’s organisation is made up of 4 business areas:
- Technical Solutions Business Unit (TSBU)
- Managed Services Business Unit (MSBU)
- Support Services Business Unit (SSB)
- TRG (Technical Resource Group) as a leading IT infrastructure services provider.
After initial consultation, Charterhouse Resource Solutions offered a unique solution. Utilising our service model, Charterhouse Resource Solutions were awarded the contract and successfully provided the core team of 7 heads within 5 working days.
The client acknowledged at a very early stage that they required a partner who could provide a wide range of flexible and agile services. Their key requirements included:-
- Speed of deployment
- Quality of staff
- Continuity of service
- Fully managed resources
- An organisation prepared to invest in the success of the project
- The ability to flex the team dynamic to meet the changes in the project
The project involved the deployment of technical resources in five locations throughout the country for a large scale UK data centre consolidation/migration exercise for a £billion Blue Chip client
To ensure the success of this sizeable and complex project, Charterhouse Resource Solutions provided the client with a fully managed technical team in excess of 40 heads including:
- Technical Project Managers
- Unix Systems Administrators
- Professional Development Manager
- Service Delivery Consultant
- DDD Team (Detailed Design Documentation Consultants)
- End to End testers
- Alliance Director
- Senior Resource Consultant + Team
Charterhouse Resource Solutions has provided over 8,800 man days of both technical and managerial resources from December 2006 to date.
As a testament to the skills and resources provided by Charterhouse Resource Solutions, we have been able to provide similar engagements to other business units including the Banking and Financial Verticals.