A mixture of legacy and new service components at Wincanton was putting at risk the supply chain provider’s reputation for exceptional customer service. Wincanton asked Leading Resolutions to help strengthen their process for introducing new services and ensure continuity and consistency of new IT services.
Following an assessment of the underlying infrastructure and applications, Leading Resolutions defined a clear process for service introduction and deployed a service lifecycle methodology.A service readiness dashboard was implemented along with a mechanism to highlight areas of risk including single points of failure. Full training and development for the service management team embedded the necessary process and behavioural changes. Leading Resolutions provided interim management capability to the service assurance team throughout all transition phases.
Leading Resolutions’ work reduced the risk to reputation and provided a re-usable, scalable methodology for introducing projects of all size and complexity. Standards for capturing business requirements and defining the service solution are now firmly established.