Critical infrastructure and Application Development technology changes were implemented that dramatically improved speed-to-market, capacity and uptime. These strategic changes reduced the long-term combined operating and capital expense budget by 50%.
Business Services Company
Improved Help Desk service levels by re-vamping the entire technical support process from problem definition and severity identification through problem resolution. Abandon rate improved 41%, Speed-to-answer improved 53%, first call resolution improved 23%.
Improved project and service delivery benchmarks by 25% by formulating and implementing a formal Project Management Office (PMO). The PMO now provides prioritization of business and technology projects and tasks, and utilizes best practices to manage the enterprise-wide project portfolio as well as operational tasks.
Implemented a comprehensive Software Development Life Cycle (SDLC) process focusing on defining clear business requirements and best practice design, development and testing methods to shorten implementation leads times and increase product speed-to-market times by 30%.
Implemented a new performance management strategy that aligns the performance of IT individuals, teams and departments with the stated goals and objectives of the business. Compensation and employment standing levels were intimately tied to the measurable success of each business goal.